Executive Director, CRM Product Strategy

Band

Level 7

 

Job Description Summary

This position will be located 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 Insights and Decision Science (IDS) 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 IDS, and plays a crucial role in driving the transformation to a Customer 360 operating model. 

 

Reporting into the VP, Head of CRM Product Management and Strategy, this role is crucial in setting the vision and driving transformation for CRM for the US commercial organization for Novartis US. 

 

The Executive Director, Customer Relationship Management (CRM) Product Strategy is responsible for creating and driving a world-class product strategy practice within Novartis US CRM. This role sets the standard for the enterprise CRM product vision and strategic alignment, acting as a key partner to business and IT leadership. The ED, CRM drives vision creation and alignment, strategic prioritization, operational efficiencies, and innovative delivery strategies. Core responsibilities include building and leading a top-talent product strategy team, defining success metrics at the portfolio level (such as OKRs, adoption rates, business impact, and strategic value delivery), identifying opportunities to create, improve, and scale business processes using both traditional and agentic solutions, and overseeing resource allocation and investment decisions to balance innovation with operational needs. The role also requires deep collaboration across the organization to ensure cross-functional alignment and successful transformation. 

 

Major Accountabilities:

 

• Define and execute a CRM product strategy and vision that aligns with Novartis business goals and serve as the primary point of contact for executive leadership on CRM strategy 

• Build and lead a top-talent product strategy team. 

• Define success metrics at the portfolio level: including OKRs, adoption rates, business impact, and strategic value delivery. 

• Identify opportunities to create, improve, and scale business processes using traditional and agentic solutions. 

• Oversee resource allocation and investment decisions, balancing innovation with operational needs. 

• Establish and maintain strong working relationships with key internal stakeholders, including US Commercial business unit leaders, IT, Insights & Decision Science (IDS), and external partners such as CRM vendors and implementation consultants.  

• Collaborate closely across the CRM team to ensure cross-functional alignment and optimization. 

• Collaborate with program teams to ensure business process changes integrate with all aspects of transformation. 

• Evangelize the CRM strategy and impact across the organization (e.g., stakeholder meetings, leadership forums, and Sales meetings). 

• Maintain a deep understanding of the Life Sciences CRM landscape including Salesforce and Veeva, as w