Vice President, CRM Product Management Lead

Band

Level 8

 

Job Description Summary

This position will be located in East Hanover, NJ.

 

Job Description

Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Insights and Decision Science (IDS) team is dedicated to enabling improved decision-making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. The US CRM organization sits within IDS and plays a crucial role in driving the transformation to a next-generation Customer360 operating model. 

 

Reporting into the VP, Head of CRM Product Management and Strategy, the VP, CRM Product Management Lead is pivotal in building a world-class product management organization, setting standards for product owner talent, and driving operational efficiencies and innovative delivery strategies. This role partners closely with business and IT leadership to deliver the next generation of CRM, ensuring alignment with enterprise strategy and transformation goals. The VP, CRM Product Management, will play a leadership role in enabling the next generation of CRM best practices to directly drive meaningful patient and customer outcomes. 

Major Accountabilities   

• 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 optim