Senior Director, Customer CRM

Who We Are: The Digital Experience team at Genentech is focused on shaping the future of patient and customer connections through digital innovation and human-centered design. They use AI, digital engagement, content management, human-centered design, and omnichannel strategies to create personalized and meaningful experiences. Genentech aims to be digitally enabled and human-centered in their approach to engagement to deliver life-changing medicines.

This team guides various departments within CMG to ensure seamless, consistent, meaningful, and compliant interactions with patients and customers, aiming to be digitally enabled and human-centered in delivering life-changing medicines.

This role will report to the Executive Director Digital Customer Engagement (CRM)

Location

• This position is based in South San Francisco, CA and requires an onsite presence at our Genentech Campus

• Relocation benefits are available on this job posting.

Job Summary: 

The Product Owner for Customer CRM will lead the strategy and delivery of CRM products 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)
   

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

This Product Owner 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.

The Product Owner will own the CRM product roadmap and execution in close partnership with business stakeholders, operations, and technical teams. As the product lead 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.

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 tea