Director, CRM Product Lead

About the Role

The Analytics & Performance Analytics (APEX) function supports AbbVie's US organization and is comprised of highly respected researchers, analysts, data scientists and strategists who are committed to being best-in-class within the biopharmaceutical industry. We serve as strategic in-house counsel, ensuring that all decisions leverage the key insights that we develop. We continue to build new capabilities and skill sets, encouraging our team members to pull up a chair, be themselves, be creative, speak their minds, and do good work. We are a passionate, diverse, flexible, and inclusive organization with a culture that supports the best ideas, wherever they originate. We are smart, fun, quirky, and innovative – and we'd love for you to join us.

Purpose

Director, CRM Product Leader owns the CRM product vision, strategy, and roadmap for the US commercial organization. This leader oversees a team of dedicated Product Owners accountable for ensuring the CRM platform meets current and future business needs, while building product management discipline and fostering a culture of customer-centric, user-focused, and data-informed decision-making. The Director, CRM Product Leader partners closely with business and IT leadership to build a robust CRM foundation and drive transformational change across the US commercial organization.

Primary Responsibilities

Product Strategy & Delivery

• Serve as Product Owner for the CRM platform across the US commercial organization, owning the roadmap, release planning, and strategic priorities.
• Lead CRM product strategy for the NextGen CRM program by defining the future-state vision and translating it into scalable platform requirements and business processes.
• Own documentation and decision frameworks for NextGen CRM processes, ensuring clarity, traceability, and alignment across the US business.
• Champion advanced CRM technologies, including AI, and innovative processes that improve customer engagement, generate actionable insights, and reflect emerging industry trends.
• Gather and interpret business requirements, translating them into technology-enabled system enhancements and process improvements grounded in analytics and best practices.
• Conduct build-versus-buy analyses and prioritize investments to maximize the value of the CRM platform and related technologies.
• Lead design reviews and sprint demonstrations to ensure the product reflects field and business needs before deployment.
• Maintain strong product management discipline to deliver predictable, high-quality releases and support continuous improvement.

Leadership & Collaboration

• Oversee Product Owners supporting US Therapeutics, ensuring alignment with enterprise strategy and delivery standards.
• Lead, mentor, and develop the Product Owner team through coaching, performance guidance, and career development support.
• Facilitate collaboration between senior business leaders and cross-functional teams to secure input, feedback, and alignment on CRM initiatives.
• Partner with the Associate Director, CRM Activation, on deployment planning and field readiness to integrate product and activation strategies.
• Communicate roadmap updates, release decisions, and strategic direction clearly and consistently to senior leadership, field stakeholders, and key forums.
• Promote the CRM strategy and its organizational impact through stakeholder meetings, leadership forums, and targeted communications.
• Enable change by aligning stakeholders, proactively identifying risks, and removing barriers to successful adoption and sustained progress.
• Assess business processes and capability gaps; design, implement, and scale data-driven and technology-enabled improvements.

Governance & Compliance

• Establish and enforce governance frameworks to ensure CRM initiatives comply with applicable regulatory, privacy, and data requirements.
• Manage product delivery risks and cross-vertical dependencies, making risk-informed decisions that minimize disruption and maintain momentum.
• Ensure product decisions, process documentation, and platform configurations align with enterprise standards and governance protocols.

Qualifications

• Bachelor's Degree required, and 10+ years of relevant experience across field leadership, marketing, and analytics.
• Prior 3-5 years' experience in field or functional leadership and/or business management or consulting.
• Experience with AI-enabled CRM capabilities, data analytics, and digital customer engagement is highly desirable.
• Deep familiarity with CRM platforms, particularly Salesforce and/or Veeva, and the broader commercial technology ecosystem.
• Previous experience leading broad organizational change initiatives, navigating new ways of working, building positive, accountable, and highly engaged team culture.
• Knowledge and deep understanding of overall business operations in pharma/biotech and healthcare industry.
• Strong understanding of industry legal, analytical and compliance landscape and ability to apply to diverse situations to keenly evaluate risk and develop appropriate risk mitigation strategies.
• Demonstrated leadership ability to develop and drive an organizational strategy in a very complex matrix internal and external environment.
• Ability to lead without authority, driving through execution across multiple functionally diverse stakeholders. Sophisticated skills for coaching, training, and/or mentoring peers or others as assigned; helping such others to better meet or exceed their goals and achieve their full potential in role.