- Company Name
- Genentech
- Job Title
- Senior Director, Customer CRM
- Job Description
-
**Job Title**
Senior Director, Customer CRM
**Role Summary**
Leads the strategy, roadmap, and delivery of Customer CRM products for commercial and medical engagements with healthcare professionals, professional contacts, and organized customers. Owns end‑to‑end capabilities to enable territory planning, call execution, field content sharing, and call center support, ensuring compliance, scalability, and measurable business impact.
**Expectations**
- Drive product vision and roadmap aligned with enterprise goals.
- Translate local business needs into scalable, globally‑ready solutions.
- Advance CRM through AI, automation, and intelligent tooling.
- Lead cross‑functional collaboration with business, technical, medical affairs, and global product teams.
- Measure and optimise performance via data‑driven insights and KPI tracking.
**Key Responsibilities**
1. Own Customer CRM product strategy, vision, and roadmap.
2. Collaborate with stakeholders to prioritise features, build business cases, and schedule releases.
3. Integrate enterprise tools (Veeva Link, Engage, CLM, MIRF, medical info fulfillment, telephony).
4. Champion AI, workflow automation, and intelligent tooling to increase value and reduce burden.
5. Drive cross‑functional alignment among product owners, suite stewards, and global teams.
6. Partner with activation, enablement, and IT teams for adoption, training, and change management.
7. Use analytics and user research to refine roadmap and validate impact.
8. Track KPIs (adoption, engagement, business outcome, technical performance) and iterate based on feedback.
9. Manage resource planning, budgeting, and investment decisions.
**Required Skills**
- Product ownership and lifecycle management.
- Deep experience with CRM platforms (e.g., Veeva, Salesforce).
- Expertise in AI, automation, and intelligent process improvement.
- Cross‑functional leadership in matrixed, global organizations.
- Strong analytical skills: data‑driven decision making, KPI definition, performance optimisation.
- Excellent communication, stakeholder management, and change‑management delivery.
- Knowledge of regulatory and compliance governance in pharma/healthcare.
**Required Education & Certifications**
- Bachelor’s degree in Business, Information Systems, Computer Science, or related field (Master’s preferred).
- Minimum 8–10 years of product management experience, 5+ years in CRM or healthcare digital engagement.
- Certifications such as Certified Scrum Product Owner (CSPO) or PMP are advantageous.
South san francisco, United states
On site
Senior
03-12-2025