Senior Director, CRM Strategy & Operations

Role Summary

The Senior Director, CRM Strategy & Operations will be responsible for shaping and executing BeOne’s global CRM vision — transforming CRM into a unified, intelligent, and compliant engagement platform that empowers field, marketing, and medical teams to deliver personalized, data-driven, and impactful customer experiences. This leader will own the end-to-end CRM ecosystem — strategy, design, governance, operations, and innovation — ensuring it serves as a central enabler for customer insight, omnichannel orchestration, and field productivity across BeOne’s global markets. This position will report to the VP, Global Commercial & Medical Affairs Technology and will partner closely with Sales, Marketing, Market Access, Medical Affairs functions across all geographies.

Responsibilities

• Define and drive BeOne’s CRM North Star, ensuring alignment with commercial, medical, and digital transformation goals.
• Develop a multi-year CRM roadmap, spanning platform strategy, global template governance, and capability evolution.
• Partner with senior commercial and medical leaders to ensure CRM delivers measurable business outcomes — insight velocity, engagement quality, and operational efficiency.
• Lead CRM as part of the broader modular data and digital ecosystem, integrated with Data Warehouse, Marketing Cloud, and Analytics platforms.

Platform Strategy & Architecture

• Own the global CRM platform strategy (e.g., Salesforce, Microsoft Dynamics, or modular ecosystem).
• Drive design for scalability, interoperability, and compliance, ensuring seamless integration across customer data, analytics, and marketing systems.
• Oversee platform innovation — incorporating AI, automation, and analytics to evolve CRM from a system of record to a system of intelligence.
• Ensure architectural alignment with BeOne’s enterprise data and digital standards.

Global CRM Operations

• Lead the CRM Center of Excellence (CoE) and operations teams to ensure reliable, high-quality delivery of CRM capabilities globally.
• Establish standardized processes for configuration, release management, and change control.
• Manage vendor and partner relationships (system integrators, technology providers, data partners).
• Monitor platform performance, uptime, and user satisfaction; drive continuous improvement initiatives.

Data, Insights, and Compliance

• Partner with Commercial Data Management and Analytics teams to ensure CRM data quality, governance, and insight integration.
• Embed compliance frameworks into CRM workflows (e.g., consent, activity tracking, promotional compliance, auditability).
• Ensure CRM data integrity supports trusted reporting and downstream analytics use cases.
• Champion data-driven CRM operations, leveraging dashboards and KPIs to measure adoption, engagement, and ROI.

User Experience & Enablement

• Lead CRM adoption and change management across field and headquarters teams.
• Oversee training, communications, and capability-building programs to maximize CRM usage and impact.
• Foster a culture of field-first design — simplifying workflows, surfacing insights, and automating manual tasks.
• Drive continuous feedback loops between users, business stakeholders, and IT for iterative improvement.

Innovation & Future Readiness

• Introduce AI-powered CRM capabilities (e.g., next-best-action, intelligent call planning, conversational insights).
• Partner with the Innovation & AI Enablement team to co-develop and scale use cases that enhance engagement effectiveness.
• Explore integration with patient and institutional ecosystems to enable a 360° stakeholder view.
• Stay ahead of emerging CRM and digital trends, guiding BeOne toward a modern, agile, and intelligent CRM landscape.

Required Education

• Bachelors / Masters in Science or related field.

Qualifications

• Bachelor’s degree in Business, Life Sciences, Engineering, or Information Technology with 12+ years of progressive experience in CRM, Commercial Operations, or Advanced degree (MBA, MS, or equivalent) strongly preferred — ideally with a focus on Digital Transformation, Commercial Excellence, or Data Strategy with 8 plus years of progressive experience in CRM, Commercial Operations.
• 3+ years in a senior leadership role, managing cross-functional or global CRM programs.
• Proven experience in defining and executing CRM strategy — from roadmap and governance to rollout and adoption.
• Deep familiarity with pharma commercial models, including:
  • HCP engagement, field force enablement, medical and market access workflows.
  • CRM in compliant, regulated environments (Sunshine, GDPR, HIPAA, etc.).
  • Experience working in multi-market or global CRM deployments — understanding localization, governance, and change management.
  • Exposure to biopharma data ecosystems, including master data management, marketing automation, and analytics integration.
• Technology & Data Acumen
  • Hands-on expertise with major CRM platforms (e.g., Salesforce Health Cloud, Veeva CRM).
  • Working knowledge of data integration frameworks (APIs, middleware, data warehouses).
  • Familiarity with AI and automation use cases in CRM (next-best-action, omnichannel engagement, chatbots).
  • Understanding of data privacy, security, and compliance controls relevant to healthcare and life sciences.
  • Strong understanding of CRM architecture, integration, and platform scalability.
• Change & Transformation Leadership
  • Demonstrated success in leading digital transformation — bridging business and technology teams.
  • Experience in driving CRM adoption and change management across field and headquarter functions.
  • Strong background in process optimization, continuous improvement, and performance measurement.
  • Ability to manage complex vendor ecosystems and multi-stakeholder governance models.
• Business & People Leadership
  • Skilled in strategic planning, stakeholder engagement, and executive communication.
  • Track record of building and leading high-performing global teams.
  • Adept at managing cross-functional relationships across Commercial, Medical, IT, Data, and Compliance.
  • Entrepreneurial mindset — balancing innovation with disciplined execution.

Supervisory Responsibilities

• Yes

Computer Skills

• PC, including MS Office Suite

Travel

• 20-30%