Executive Director, CRM Adoption & Enablement

Band

Level 7

 

Job Description Summary

This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely.

Reporting into the VP, Head of CRM Product Management and Strategy, the Executive Director, CRM Adoption & Enablement, is responsible for developing and implementing change strategies and plans to maximize employee adoption of CRM solutions and drive program communications through a robust change network. This role is pivotal in embedding best practices throughout the transformation, training and enabling leaders, and ensuring alignment on strategic goals across the organization. The ED, CRM Adoption & Enablement partners with US commercial and IT business units to drive change and enablement strategies, centralizes communications, and maintains a sense of urgency to advance the CRM agenda. This role leads a team of Change & Enablement analysts and collaborates across all relevant stakeholders to ensure successful adoption and cultural alignment.

 

Job Description

Key Responsibilities:

• Shape and execute the US CRM adoption and enablement strategy to maximize employee adoption and sustained engagement with CRM solutions, ensuring alignment with Novartis’ transformation vision and business objectives.

• Lead the design and delivery of a robust change network, embedding best practices and driving a culture of continuous improvement, innovation, and accountability across all levels of the organization.

• Develop and implement comprehensive communication plans that articulate the transformation vision, key initiatives, and expected impacts, ensuring clarity, transparency, and buy-in from all stakeholders.

• Coach, empower, and enable leaders and managers to champion CRM adoption, foster cross-functional collaboration, and drive alignment on strategic goals.

• Partner with business units and functional leaders to tailor adoption and enablement strategies, address unique challenges, and accelerate adoption across diverse teams and geographies.

• Build, develop, and inspire a high-performing Adoption & Enablement team, setting clear objectives, providing ongoing feedback, and investing in professional growth to scale impact.

• Establish and monitor key performance indicators for change management, adoption, and stakeholder satisfaction, using data-driven insights to refine strategies and report progress to executive leadership.

• Identify and proactively address risks, barriers, and resistance to adoption, leveraging proven methodologies and stakeholder engagement techniques to ensure successful transformation outcomes.

• Collaborate with IT, product, and functional/business teams to synchronize communications, training, and enablement activities, ensuring seamless dissemination of transformation information and resources.

• Champion a sense of urgency and accountability, driving momentum and maintaining focus on critical milestones to advance the CRM transformation agenda.

 

Essential Requirements:

 

Education (minimum/desirable):

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

Experience:           

Novartis seeks an accomplished product strategy leader with experience and demonstrated success transforming CRM within commercial operations. Strong management, partnership, and intellectual maturity are needed. A comprehensive understanding of best practices in CRM and AI applications for pharmaceutical sales and marketing, and the dynamics of the global healthcare environment is crucial.

 

Additional qualifications are as follows:

·        10+ years of experience in change management, organizational design, technology transformation, 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,