Manager, Global CRM Strategy and Operations

Position Summary

Lead the global CRM strategy as part of the Commercial Excellence function, driving consistent processes, effective system use, and actionable insights across global Business Units. This role partners with regional and functional stakeholders to define CRM use cases, guide implementation, and ensure CRM supports commercial growth objectives.

Principal Responsibilities

• CRM Strategy & Governance
  • Define and own the global CRM strategy and development roadmap in alignment with enterprise and business unit commercial objectives.
  • Establish governance frameworks and usage standards for CRM processes and data.
  • Partner with CRM technical team and business stakeholders to ensure CRM technology aligns with business needs.
• Business Partnership & Enablement
  • Collaborate with Global Business Units and regional commercial leads to identify high-value CRM use cases (e.g., lead management, opportunity forecasting, customer segmentation).
  • Lead workshops to translate commercial strategies into CRM process and data requirements.
  • Support adoption through change management, training, and best practice sharing.
• Implementation & Optimization
  • Oversee deployment and enhancement of CRM tools and processes globally.
  • Define and track KPIs to measure CRM adoption, data quality, and business impact.
  • Champion continuous improvement and scalability of CRM solutions.
• Data & Insights
  • Partner with analytics teams to ensure CRM data supports actionable commercial insights.
  • Drive alignment between CRM and other commercial data sources (marketing automation, ERP, etc.).

Education / Experience Requirements

• 5–7+ years in Commercial Excellence, Sales Operations, or Digital Transformation roles.
• Salesforce CRM experience: Understanding of the system and its capabilities, and an advanced knowledge of architectural and business process best practices
• Strong stakeholder management and communication skills across regions and functions.
• Demonstrated ability to translate commercial strategies into system and process capabilities.
• Experience working in matrixed, global organizations.

Specialized Skills / Other Requirements

• Global CRM Vision & Roadmapping – Experience building multi-year CRM transformation strategies aligned with commercial and digital goals across regions.
• Change Management Expertise – Skilled in driving adoption across sales, marketing, service, and medical affairs teams in different geographies.
• Data-Driven Decision Making – Familiar with KPIs, dashboards, and performance frameworks to measure CRM effectiveness globally.
• Automation & AI Capabilities – Experience leveraging automation (e.g., workflow triggers, marketing automation, AI-driven insights).
• Cross-Cultural Collaboration – Comfort working across time zones, languages, and business cultures.
• Evangelism & Coaching – Ability to educate teams on CRM best practices and foster adoption.
• Adaptability & Curiosity – Open to evolving tech trends (AI, predictive analytics, patient engagement platforms).

TRAVEL REQUIRED: Up to 10 %

The pay range for this position at commencement of employment is expected to be between $109,000-$164,000 however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  The total compensation package for this position will also include benefits such as medical, prescription drug, dental and vision insurance, flexible spending accounts, participation in 401(k) savings plan, and various paid time off benefits, such as PTO, short- and long-term disability and parental leave, dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

#LI-LP1