Director IT Commercial Systems and CRM Operations - Global Commercial Technology

Jobgether · United States

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director IT Commercial Systems and CRM Operations – Global Commercial Technology based in the United States. This is a senior technology leadership role responsible for the operational excellence and strategic evolution of commercial technology platforms supporting global life sciences organizations. You will oversee CRM and related commercial systems serving Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience teams. The role combines strategic technology planning, CRM platform ownership, architecture governance, release management, stakeholder leadership, and operational transformation. You will play a central role in evaluating and preparing for a next-generation CRM platform while ensuring a smooth transition from legacy environments. Working closely with senior business leaders, Enterprise Architecture, Product, IT, vendors, and external partners, you will translate business priorities into scalable technology solutions. The position offers significant influence over technology roadmaps, platform reliability, user adoption, compliance, and operational efficiency. This is an opportunity to lead high-performing teams and help shape the future of commercial technology within a highly regulated, global environment. \nAccountabilities:

• Lead the operational management and strategic evolution of U.S. and JPAC commercial technology platforms supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience functions.
• Partner with senior business stakeholders to develop technology roadmaps aligned with corporate strategy, commercial objectives, and evolving business needs.
• Serve as a trusted technology advisor to executive and senior business leaders, translating strategic priorities into scalable, secure, and sustainable technology solutions.
• Drive continuous improvement initiatives that enhance platform performance, user experience, operational efficiency, and business value.
• Own operational oversight of field-enabling CRM platforms and related commercial technology ecosystems, ensuring reliability, availability, performance, security, and compliance.
• Establish governance frameworks for system enhancements, configuration changes, integrations, upgrades, and other platform lifecycle activities.
• Oversee system health monitoring, incident management, issue resolution, root-cause analysis, and platform stabilization.
• Lead requirements gathering, demand management, prioritization, and alignment across Commercial, Medical, Market Access, Marketing, Analytics, Compliance, IT, and Operations teams.
• Communicate executive-level updates on technology investments, risks, dependencies, resource requirements, and delivery progress.
• Establish and govern release and change management processes across multiple environments and business functions.
• Lead release planning and execution, ensuring appropriate testing, validation, training, stakeholder communication, and operational readiness.
• Apply strong architectural principles to CRM solutions, integrations, data models, and platform enhancements, ensuring scalability, maintainability, security, and regulatory compliance.
• Partner with Enterprise and Solution Architecture teams to define future-state technology strategies and integration frameworks.
• Ensure adherence to industry standards, pharmaceutical regulations, security requirements, and data governance policies.
• Define and monitor SLAs, KPIs, and operational metrics while driving proactive risk management, business continuity, resiliency, and service quality.
• Manage relationships with managed service providers, implementation partners, software vendors, and other external technology partners.
• Identify opportunities for automation, process optimization, cost reduction, and improved technology performance.
• Lead, mentor, and develop internal IT professionals and external partners, fostering accountability, collaboration, innovation, and customer service.
• Develop staffing strategies, succession plans, performance management practices, and professional development programs.
• Build a high-performing organization capable of supporting future commercial growth, CRM transformation, and digital initiatives.
• Lead the evaluation, selection, and implementation planning for next-generation CRM capabilities, ensuring alignment with commercial strategy, business requirements, scalability, and future-state architecture.
• Lead operational readiness and transition planning for migration from legacy CRM platforms, minimizing disruption to Commercial and Medical operations.
• Deliver CRM deployment milestones on schedule and within budget while maintaining platform stability, compliance, stakeholder satisfaction, and adoption targets.

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• 10+ years of progressive IT experience, including leadership responsibility for commercial systems within the pharmaceutical or life sciences industry.
• At least 5 years of experience leading people and managing technical or business-facing teams.
• 10+ years of hands-on experience with CRM technologies, with deep expertise in platforms such as Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, or comparable enterprise CRM solutions.
• Proven experience managing CRM operations, application support, release management, platform governance, integrations, and stakeholder engagement within regulated environments.
• Demonstrated experience leading CRM transformation initiatives, including implementation, deployment, migration from legacy platforms, business process redesign, data migration, integration modernization, change management, user adoption, and post-deployment stabilization.
• Strong understanding of pharmaceutical commercial processes, including Sales, Medical Affairs, Marketing, Market Access, Omnichannel Engagement, and Customer Experience.
• Deep understanding of Life Sciences commercial and medical business processes, customer engagement models, and regulatory considerations.
• Experience evaluating CRM platforms, supporting technology selection, assessing vendors, developing roadmaps, and planning transitions to future-state commercial technology ecosystems.
• Understanding of emerging technologies such as artificial intelligence, machine learning, customer intelligence, and digital engagement platforms.
• Familiarity with broader commercial technology ecosystems, including Marketing Automation, Customer Data Platforms, Identity and Consent, Data Warehousing, Analytics, and Integration Platforms.
• Experience supporting global CRM deployments across multiple markets, business units, and regulatory environments is preferred.
• Knowledge of pharmaceutical compliance requirements, including GxP, GDPR, HIPAA, and promotional review processes, is preferred.
• Salesforce, Veeva, ITIL, Agile, PMP, or architecture-related certifications are preferred.
• Master's degree in Information Systems, Business Administration, or a related discipline is preferred.
• Strong strategic thinking, operational excellence, stakeholder management, change leadership, and organizational leadership skills.
• Excellent executive communication, presentation, negotiation, influencing, and relationship-building capabilities.
• Strong financial and vendor management skills, with the ability to balance investment, resource capacity, operational requirements, and strategic priorities.
• Demonstrated ability to manage strategic transformation initiatives while maintaining reliable day-to-day operations.
• Strong analytical and data-driven decision-making capabilities.
• Approximately 10% travel, primarily for key planning sessions, vendor engagements, or major platform milestones.

• Annual base salary: $172,500–$232,500, with actual compensation determined by experience, qualifications, certifications, education, skills, and work location.
• Eligibility for an applicable annual incentive compensation plan.
• Opportunity to receive discretionary equity awards and participate voluntarily in an employee stock purchase plan.
• Remote U.S. working arrangement.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Life insurance coverage.
• Paid Time Off.
• Wellness programs and employee support resources.
• Opportunity to lead high-impact global CRM and commercial technology transformation initiatives.
• Exposure to senior executives and cross-functional stakeholders across Commercial, Medical, IT, Operations, Compliance, and other business functions.
• Professional growth opportunities within a global, innovation-focused life sciences environment.
• Opportunity to build and lead a high-performing technology organization supporting future commercial growth.

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