Vice President, US Customer Relationship Management (CRM) Strategy & Systems

Job Description Summary

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.

Taking on a senior leadership role at Novartis means joining a community of passionate professionals united by a shared purpose. We cultivate an inclusive work environment where diverse perspectives fuel our collective success.

 

Job Description

The Vice President of US CRM Systems & Strategy will be accountable for overseeing the strategy, vision, and success of CRM to drive a Customer 360 view and operating model for Novartis US. Reporting to the Chief Insights & Decisions Officer and accountable to the cross-functional US Leadership Team, the VP of CRM will work with leaders of functions across Novartis to set, implement, and deliver applications, capabilities and experiences that enhance and unify our understanding and experience with customers (accounts, HCPs and patients) across the enterprise. They will work with functional leaders to identify and prioritize impactful initiatives that meet both the needs of and the strategic imperatives of our organization. They will manage a team of CRM-dedicated business product owners to translate this vision into functional and product requirements, partnering a multidisciplinary DDIT team to build and deliver applications. 

The ideal candidate will have a proven track record in CRM leadership within regulated industries, an adept understanding of biopharmaceutical commercial functions, and demonstrated success in man

aging and influencing stakeholders. 

Key Responsibilities:

Strategic CRM Leadership

• Develop and implement a visionary CRM strategy that aligns with Novartis’s mission to prioritize patient outcomes and customer experiences, leveraging data to drive insights and improve decision-making
  Champion CRM initiatives across functions which have customer interactions, including Marketing, Medical Affairs, Customer Engagement, Patient Services, Market Access, Insights & Decision Science, Supply Chain, Clinical Development and IT, ensuring CRM serves as a core enabler of engagement and operational excellence

• Oversee the development and execution of a unified CRM roadmap focused on scalability, regulatory compliance, and patient-centricity
  Establish and lead CRM governance forums to drive alignment, accountability, and integrity in decision-making processes

• Serve as the business lead with CRM applications & platform partners

• Directly manage CRM business product owners

Cross-Functional Alignment & Collaboration

• Drive cross-functional collaboration by partnering with Business Functions. Product Owners, IT, and other stakeholders to create a US enterprise-wide CRM strategy that meets the needs of diverse business units

• Collaborate with internal functions on Training and Change Management to integrate CRM-related initiatives, ensuring consistent training, support, and resources for CRM users across functions

• Act as a bridge between technical and business teams, ensuring that CRM infrastructure aligns with overarching business objectives and is adaptable to evolving needs

Operational Excellence & Innovation

• Lead efforts to innovate and standardize CRM processes, improving operational efficiency and customer experience through advanced technology solutions

• Work with IT to design and maintain a scalable CRM infrastructure capable of handling dynamic healthcare demands, data integrity, and security requirements

• Champion data standardization across CRM systems to drive consistent insights and reliable performance metrics
   

Thought Leadership & Team Development

• Act as a thought leader in CRM transformation, fostering a culture of collaboration, agility, and continuous improvement within Novartis

• Mentor and develop cross-functional leaders, building a high-performing CRM team aligned with Novartis’s mission, values, and diversity and inclusion standards

• Promote Novartis’s commitment to excellence, fostering a work environment where all team members can reach their full potential

Essential Requirements

• Bachelor’s degree in Business, Information Systems, Marketing, or a related field. Advanced degree (MBA or MS) preferred

• 15+ years of CRM leadership experience in large, matrixed organizations, ideally in healthcare or similarly regulated industries

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