Vice President, CRM Product Management Lead

Role Summary

Based in East Hanover, NJ, the VP, CRM Product Management Lead will build a world-class product management organization, set standards for product ownership, and drive operational efficiencies and innovative delivery strategies. They will partner with business and IT leadership to deliver the next generation of CRM, ensuring alignment with enterprise strategy and transformation goals, and will promote CRM best practices to directly drive meaningful patient and customer outcomes.

Responsibilities

• Build and lead a top-talent product management organization that sets operating standards and drives transformation for CRM across Novartis US
• Build and manage the US CRM Roadmap, ensuring regular updates, transparency, and alignment with the US Commercial CRM strategy
• Develop a deep understanding of current business processes and gaps to inform product delivery and process improvement.
• Drive predictable product delivery for next-generation CRM, leveraging both traditional and agentic solutions.
• Play a leadership role in the CRM governance framework, regularly providing updates on status, impact, and opportunities
• Optimize the investment in the CRM ecosystem, including prioritizing best practices (eg, clicks vs. code, agentic vs. manual, UX optimization) and utilizing best-in-class solutions to business problems (including build vs. buy analysis as needed).
• Create, improve, and scale business processes to support transformation and operational excellence and establish and maintain strong relationships with business leaders and cross-functional teams to ensure alignment and optimization
• Collaborate with program teams to integrate business process changes with all aspects of transformation and establish, track, and report on key product metrics covering customer, business, usage, delivery (e.g., release dates, scope, backlog health), and adoption rates.
• Evangelize CRM strategy and impact across the organization through stakeholder meetings, leadership forums, and communications.
• Collaborate closely with the CRM product and IT teams to ensure cross-functional alignment and optimization. Maintain a deep understanding of the Life Sciences CRM landscape, including Salesforce and Veeva, as well as best practices across different industries. Maintain a deep understanding of the US commercial strategy and secure support from relevant business entities and stakeholders.

Qualifications

• Proven success in leading product management for large-scale CRM transformation, including accountability for delivery, change management, UX, Governance, communication strategy, and risk and compliance mitigation
• 12+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors
• Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce, Veeva, and the major and evolving players in the ecosystem.
• Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies
• Experience managing and being accountable for the operations of large product management teams, including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation
• Strong understanding of generative AI technologies, machine learning, and data analytics, with a focus on practical applications
• Excellent leadership skills with the ability to build and lead high-performing teams
• People management experience within CRM, AI, technology, or data-driven environments required
• Must possess an ability to foster cross-functional alignment of key stakeholders to create a disciplined, ambitious, and collaborative, global, commercial CRM strategy
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions
• Ability to adapt strategies and approaches in a rapidly evolving technological landscape
• Deep understanding of and experience with CRM, AI, and Data platforms and architectures, including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud/Data360, Core platform), Veeva, OpenAI, and Snowflake (or similar data lake).

Education

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