CRM Platform Owner & Enterprise Architecture Lead
Main Responsibilities
Serve as the enterprise product owner for the CRM platform, shaping long-term strategy, architecture, and a multi-year roadmap aligned with commercial and digital objectives.
Translate business strategy into CRM capability requirements and executable platform initiatives.
Lead prioritization of enhancements, feature releases, and cross-system optimization initiatives.
Own CRM configuration and enhancements.
Lead the CRM platform strategy, roadmap, and enhancement cycles to support sales, service, and broader commercial operations.
Manage system configuration, workflows, permission sets, objects, fields, validation rules, and automations.
Partner with Sales, internal sales support, and cross-functional teams to translate business requirements into scalable technical solutions.
Optimize end-to-end commercial processes such as onboarding, account management, order workflows, and provider 360° insights.
Coordinate testing cycles, release readiness activities, sandbox validations, and post-release stabilization.
Drive user enablement through training, documentation, and ongoing change-management support to improve adoption.
Technical Competencies
- Proficiency in Salesforce, Microsoft Dynamics, or an equivalent enterprise CRM platform.
- Strong understanding of CRM configuration, automation, workflows, integration frameworks, and data models.
- Familiarity with ERP (e.g., SAP, Oracle), OMS, Marketing technology stacks, and analytics tools.
- Strong data governance capabilities: data structures, quality frameworks, reconciliation processes.
- Deep expertise in CRM platforms (e.g., Salesforce, HubSpot) and integration best practices.
- Experience translating business and commercial needs into technical CRM solutions.
- Solid systems thinking across sales, customer data, and analytics.
- Strong stakeholder management skills across business and technical teams (essential).
Program Governance & Cross-Functional Delivery
- Lead cross-functional CRM steering committees, guiding alignment across commercial, sales operations, marketing, medical, finance, legal/compliance.
- Manage alignment across teams for roadmap planning, requirement gathering, testing, and risk mitigation.
- Identify configuration issues, integration risks, and cross-system dependencies; drive resolution with urgency.
- Provide clear communication and updates on CRM performance, releases, user issues, and enhancements.
- Maintain strong relationships with implementation partners, platform vendors, and internal system owners.
Change Leadership, Adoption & Training
- Develop and deliver onboarding content, training modules, playbooks, and user guides for diverse user groups.
- Champion CRM best practices to increase adoption and ensure consistent usage aligned with commercial expectations.
- Serve as the go-to expert for how CRM supports sales cycles, field insights, and customer engagement.
- Monitor usage metrics and feedback loops; iterate to improve usability, efficiency, and satisfaction.
Knowledge & Experience
- Overall 10+ years of experience in a related field, as CRM leadership, enterprise platforms or commercial systems.
- 8+ years experience in Salesforce CRM product ownership, or equivalent CRM enterprise platforms.
- Demonstrated success designing and scaling CRM platforms, integrations in a complex or regulated environments.
- Hands-on experience configuring and enhancing enterprise CRM platforms (e.g., Salesforce, Dynamics).
- Experience integrating CRM with enterprise systems and data platforms.
- Strong background in commercial excellence, sales operations, or digital customer experience.
- Background in beauty, aesthetics, med-spa, consumer health, pharma, wellness, or a regulated commercial environment preferred.
- Proven experience managing cross-functional projects involving sales, service, marketing, and analytics teams.
- Experience in regulated or complex environments preferred.
Pay Range
The annual base salary range for this position is $145,000 - $210,000.