- Company Name
- Novartis
- Job Title
- Director, CRM Product Owner (3 positions)
- Job Description
-
**Job Title**: Director, CRM Product Owner
**Role Summary**
Lead the strategy, development, and delivery of customer relationship management (CRM) capabilities across a U.S. commercial organization. Own the product vision, roadmap, and execution for CRM functions (e.g., Customer Engagement, Platform, Medical), integrating technology, analytics, and user experience to enable world‑class, customer‑centric interactions.
**Expectations**
- Champion a future‑focused CRM strategy that aligns with business goals and stakeholder needs.
- Deliver scalable, high‑quality releases and continuous product improvement.
- Create a high‑performing product team, ensuring effective cross‑functional collaboration and change adoption.
**Key Responsibilities**
1. Define and communicate the product vision, roadmap, and go‑to‑market strategy for CRM capabilities.
2. Drive innovation in CRM technologies, including AI and advanced analytics, to enhance customer engagement and generate actionable insights.
3. Elicit and translate business requirements into system, process, and platform enhancements.
4. Ensure disciplined product management practices, delivering predictable releases and maintaining quality standards.
5. Analyze and redesign business processes, leveraging data and technology to close gaps and improve efficiency.
6. Facilitate collaboration between senior business leaders, IT teams, and external partners to secure alignment and input.
7. Establish governance frameworks to meet regulatory, privacy, and compliance requirements.
8. Build, mentor, and manage a team of product owners, fostering a culture of innovation and continuous improvement.
9. Lead change enablement activities, removing barriers and securing stakeholder adoption of CRM initiatives.
10. Articulate the CRM strategy and its impact through stakeholder meetings, leadership forums, and targeted communications.
11. Optimize CRM investment by prioritizing initiatives, conducting build‑vs‑buy analyses, and maximizing value.
12. Stay current on CRM platforms (Salesforce, Veeva, etc.) and industry best practices.
**Required Skills**
- Proven product leadership in large‑scale CRM transformation (product, UX, governance, compliance, and change management).
- 7+ years in product management, technology strategy, or innovation roles within pharmaceutical, healthcare, or CRM sectors.
- Deep knowledge of CRM landscape (Sales, Marketing, Service) and major platforms (Salesforce, Veeva).
- Expertise in AI, data platforms, and CRM architecture.
- Strong stakeholder management, communication, and partnership building.
- Ability to lead and develop product teams, manage dependencies, and drive high performance.
**Required Education & Certifications**
- Bachelor’s degree in a related field (required).
- Master’s degree or MBA preferred.
- Certifications such as Certified Scrum Product Owner (CSPO) or PMP are advantageous.
East hanover, United states
Hybrid
Senior
11-03-2026