Director, CRM Product Owner

Band

Level 6

 

Job Description Summary

The location of this role will be 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 Strategy, Platforms & Transformation 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 Strategy, Platforms & Transformation  and plays a crucial role in driving the transformation to a next-generation Customer360 operating model. 

 

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

Reporting to the ED, Field CRM and Strategy, the Director, CRM Product Owner leads the strategy, development, and delivery of best practice CRM capabilities across the US CRM ecosystem. This hands-on role is central to transforming the way Novartis interacts with patients and customers by integrating process improvements, technology solutions, analytics, and user experience enhancements to deliver a world-class, customer-centric experiences. The Dir, CRM Product Owner partners closely with business and IT leadership to build a robust CRM foundation and activate transformation across the US commercial organization. 

Major Accountabilities   

• Create and steward the Product Vision, Roadmap, and Delivery: Define, communicate, and execute the vision and strategy for CRM capabilities/functions (e.g. Customer Engagement, Platform,  Medical, etc) ensuring alignment with business goals and stakeholder needs. 

• Drive CRM Product Innovation: Champion the adoption of advanced CRM technologies (including AI) and processes to optimize customer engagement and deliver actionable insights across the organization. 

• Gather CRM Requirements: Collect and interpret business needs, translating them into system and process improvements powered by technology, analytics, and best practices. 

• Deliver Pr