Executive Director, CRM Adoption & Enablement

Role Summary

The Executive Director, CRM Adoption & Enablement will be based at the East Hanover, NJ site (onsite only). Reporting to the VP, Head of CRM Product Management and Strategy, this role develops and implements change strategies to maximize employee adoption of CRM solutions and leads program communications through a robust change network. It embeds best practices across the transformation, trains and enables leaders, and ensures alignment with strategic goals. The role partners with US commercial and IT units to drive adoption strategies, centralizes communications, and maintains urgency to advance the CRM agenda. It leads a team of Change & Enablement analysts and collaborates with stakeholders to ensure successful adoption and cultural alignment.

Responsibilities

• Shape and execute the US CRM adoption and enablement strategy to maximize employee adoption and sustained engagement with CRM solutions, ensuring alignment with transformation vision and business objectives.
• Lead the design and delivery of a robust change network, embedding best practices and driving a culture of continuous improvement, innovation, and accountability across all levels of the organization.
• Develop and implement comprehensive communication plans that articulate the transformation vision, key initiatives, and expected impacts, ensuring clarity, transparency, and buy-in from all stakeholders.
• Coach, empower, and enable leaders and managers to champion CRM adoption, foster cross-functional collaboration, and drive alignment on strategic goals.
• Partner with business units and functional leaders to tailor adoption and enablement strategies, address unique challenges, and accelerate adoption across diverse teams and geographies.
• Build, develop, and inspire a high-performing Adoption & Enablement team, setting clear objectives, providing ongoing feedback, and investing in professional growth to scale impact.
• Establish and monitor key performance indicators for change management, adoption, and stakeholder satisfaction, using data-driven insights to refine strategies and report progress to executive leadership.
• Identify and proactively address risks, barriers, and resistance to adoption, leveraging proven methodologies and stakeholder engagement techniques to ensure successful transformation outcomes.
• Collaborate with IT, product, and functional/business teams to synchronize communications, training, and enablement activities, ensuring seamless dissemination of transformation information and resources.
• Champion a sense of urgency and accountability, driving momentum and maintaining focus on critical milestones to advance the CRM transformation agenda.

Qualifications

• Required: 10+ years of experience in change management, organizational design, technology transformation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors
• Required: Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce, Veeva, and the major and evolving players in the ecosystem
• Required: Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies
• Required: Demonstrated success leading change management and enablement initiatives within large-scale transformation programs, preferably in pharmaceutical, healthcare, or CRM environments
• Required: Proven ability to drive employee adoption of technology solutions and foster cultural alignment across diverse teams
• Required: Strong background in developing and executing communication strategies for complex, enterprise-wide projects
• Required: Experience building and leading high-performing teams focused on change and enablement
• Required: Deep understanding of CRM platforms, organizational dynamics, and best practices for driving adoption and engagement

Education

• Bachelor's degree in related field required; Master of Science and/or MBA preferred