Executive Director, Commercial Martech & Field Enablement Lead

Responsibilities

• Develop and implement a comprehensive MarTech strategy to optimize CRM systems, AI-driven initiatives, and digital engagement platforms for field enablement.
• Lead the implementation and integration of CRM technology to support pre-call planning, next-best-action recommendations, and first-call resolution (FCR).
• Prioritize technology investments based on business needs, ensuring alignment with BU priorities and organizational goals.
• Oversee enablement for AI-driven solutions that enhance customer engagement, improve field productivity, and deliver actionable insights.
• Collaborate with IT, SI&A, and commercial operations teams to ensure seamless integration of tools and technologies into field workflows.
• Drive adoption and utilization of MarTech solutions across field teams, ensuring measurable improvements in engagement effectiveness and operational efficiency.
• Partner with training teams to ensure field colleagues are equipped to harness MarTech tools effectively in their daily activities.

Strategy & Vision

• Define and communicate the long-term vision for field enablement and engagement strategy across businesses, ensuring alignment with each BU.
• Develop a well-rounded strategy for how field-facing colleagues engage customers (HCPs, institutions, payers, and how the organization supports them through tools, training, CRM, and processes).
• Translate vision into a prioritized roadmap, outlining capabilities, tools, processes, and metrics to optimize over the next 1-3 years.
• Collaborate with BU and enablement leaders to identify business priorities and ensure enablement initiatives address specific needs while maintaining appropriate consistency.
• Design, implement and optimize system for ongoing behavior change to ensure effective adoption and utilization of solutions.

Field Enablement & Excellence

• Lead enablement initiatives for customer-facing colleagues, ensuring they have the tools, processes, and support to deliver differentiated engagements.
• Partner closely with training teams to design and implement programs that address role-specific needs and capabilities, ensuring effective adoption and readiness.
• Define metrics and success criteria and oversee and monitor performance of new solutions.
• Drive continuous improvement by identifying gaps in performance or engagement quality and leading interventions such as training (in partnership with training team), process redesign, or technology upgrades.
• Develop operational standards and make recommendations to optimize customer engagements.

Engagement Strategy

• Codify role scope, remits and ways of working across functions and business units (xRole and xBU), ensuring alignment and consistency in engagement approaches where appropriate.
• Support the voice of the customer in the organization, ensuring that we understand the needs of HCPs, institutions, payers, and other pharma customers so they can receive meaningful, consistent, high-quality engagements.
• Partner with commercial, medical, marketing, and enablement teams to ensure a seamless, supportive, and compliant engagement journey that differentiates the company from competitors.
• Lead initiatives to design or optimize engagement models, feedback loops, and metrics.
• Ensure governance and compliance appropriate to the pharmaceutical industry, including adherence to promotional regulations, data privacy standards, and HCP engagement codes.
• Oversee the end-to-end healthcare provider (HCP) experience, ensuring interactions are seamless, supportive, and impactful.

Cross-Functional Leadership & Execution

• Act as a senior partner across the business, collaborating with leaders in Marketing, Sales, Medical Affairs, Access, Commercial Operations, Compliance, IT/Analytics, and others to ensure alignment of enablement and engagement strategy with business plans.
• Lead and develop a small and high-performing team, fostering a culture of excellence, accountability, and continuous learning.
• Oversee budgeting, resource allocation, vendor/agency relationships, and execution of major projects and initiatives.