Senior Director, Customer CRM

The Opportunity

You are leading, building the strategy and the delivery of CRM Products - (Using Veeva and a Build Focus for CRM) - The Product Owner for Customer CRM; that support Genentech’s commercial and medical engagements across a range of customer types, including:

• Healthcare Professionals (HCPs): Physicians, Nurses, Advanced Practitioners

• Professional Contacts: Office staff, decision-makers, and administrators

• Organized Customers: Health systems, managed care organizations (HCOs, MCOs)
   

This Product Owner provides Leadership & oversees the end-to-end capabilities, features, and operations that enable seamless commercial and medical engagements—such as territory planning, call execution, field content sharing, and medical call center support.

The role is responsible for ensuring that CRM strategies and capabilities accelerate Genentech’s ability to deliver exceptional customer experiences, achieve measurable business impact, and enable seamless internal workflows across commercial and medical functions.

You will own the CRM product roadmap and execution in close partnership with business stakeholders, operations, and technical teams. As the product leader for a core enterprise engagement channel, this individual will leverage deep CRM expertise to understand customer needs across multiple segments and support current users (e.g., field and medical affairs teams) as well as future users (e.g., Marketing). They will assess user and business requirements, identify opportunities for automation and AI integration, and implement scalable, compliant, and forward-looking solutions.

The Patient customer type is explicitly excluded from this role’s product scope and is managed under a separate CRM product.

Key Responsibilities

Product Strategy & Roadmap Ownership

• Serve as the Product Owner for Customer CRM, accountable for defining and executing the end-to-end product strategy, vision, and roadmap.

• Align product direction with enterprise objectives by collaborating closely with business, technical, and medical affairs stakeholders.

• Partner with analytics and user research teams to define target users, assess needs, prioritize features, and ensure business alignment.

• Build business cases to drive experimentation, cross-product innovation, and CRM capability development across the ecosystem.

• Ensure product planning, execution, and delivery milestones drive measurable outcomes through adoption and sustained engagement

• Demonstrated ability to operate across a matrixed organization and build strong bridges between U.S. and global product teams—translating local business needs into scalable solutions and ensuring alignment with Roche's enterprise strategy and platform architecture.

Innovation, Automation & AI

• Lead the advancement of CRM capabilities through AI, workflow automation, and intelligent tooling to reduce burden and increase value.

• Implement scalable innovations across field planning, content sharing, call execution, and call center operations.

• Champion integration of enterprise tools including Veeva Link, Engage, CLM, MIRF, Medical Information Fulfillment, and telephony solutions.

Cross-Functional Alignment & Collaboration

• Drive alignment across Business Product Owners, Suite Stewards, and global product teams to deliver cohesive, enterprise-ready CRM solutions.

• Collaborate with senior leaders, activation teams, and enablement partners to ensure adoption through training, change management, and feedback loops.

• Partner with medical, commercial, and IT stakeholders to ensure CRM capabilities meet internal customer needs and comply with governance standards.

Performance, Optimization & Insights

• Leverage data and insights from Measurement & Optimization teams to refine CRM capabilities and prioritize enhancements.

• Define, track, and optimize key KPIs that reflect user experience, business impact, and technical performance.

• Continuously iterate based on stakeholder input and customer feedback.

 Resource Leadership & Governance

• Define resource and investment strategies—including headcount planning—to meet both near- and long-term product goals.

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