Job Description

**General Description:** 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. **Essential Functions of the Job:** **Strategic Leadership** + 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% All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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