Vice President, US Customer Relationship Management (CRM) Strategy & Systems
Vice President, US Customer Relationship Management (CRM) Strategy & Systems
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$ 261100 - 484900
1 Vacancy
Job Description
Band
Level 8Job 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 patientcentric 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 crossfunctional 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 CRMdedicated 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 Novartiss mission to prioritize patient outcomes and customer experiences leveraging data to drive insights and improve decisionmaking
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 excellenceOversee the development and execution of a unified CRM roadmap focused on scalability regulatory compliance and patientcentricity
Establish and lead CRM governance forums to drive alignment accountability and integrity in decisionmaking processesServe as the business lead with CRM applications & platform partners
CrossFunctional Alignment & Collaboration
Drive crossfunctional collaboration by partnering with Business Functions. Product Owners IT and other stakeholders to create a US enterprisewide CRM strategy that meets the needs of diverse business units
Collaborate with internal functions on Training and Change Management to integrate CRMrelated 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 crossfunctional leaders building a highperforming CRM team aligned with Novartiss mission values and diversity and inclusion standards
Promote Novartiss commitment to excellence fostering a work environment where all team members can reach their full potential
Essential Requirements
Bachelors 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
Strong understanding of CRM platforms digital transformation strategies and crossfunctional CRM integration
Proven track record in leading CRM transformations managing budgets and influencing senior stakeholders
Exceptional communication skills with the ability to build consensus and secure buyin from diverse stakeholders
Preferred l Requirements
Experience with CRM systems tailored to biopharma such as Veeva or Salesforce Health Cloud to manage HCP and patient interactions effectively
Knowledge of pharmaspecific regulations (e.g. FDA CFR Part 11 HIPAA) to ensure compliant patient and provider engagement.
Understanding of patient support needs across treatment stages including onboarding adherence and retention
Familiarity with integrating clinical pharmacovigilance and realworld data into CRM to enhance insights
The pay range for this position at commencement of employment is expected to be between $261100.00 and $484900.00 a year; however while salary ranges are effective from 1/1/25 through 12/31/25 fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further final pay determinations will depend on various factors including but not limited to geographical location experience level knowledge skills and abilities. The total compensation package for this position may also include other elements including a signon bonus restricted stock units and discretionary awards in addition to a full range of medical financial and/or other benefits (including 401(k) eligibility and various paid time off benefits such as vacation sick time 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 atwill 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.
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion gender national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.
Accessibility and reasonable accommodations
The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or in order to perform the essential functions of a position please send an email to call 1 (877)and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Range
Skills Desired
Agility Brand Awareness Business Partnering CrossFunctional Collaboration Customer Behavior Customer Engagement Customer Experience Customer Insights Data Analytics GoToMarket Strategy Influencing Skills Inspirational Leadership Marketing Communications Marketing Strategy Media Campaigns People Management Pharmaceutical Products Product Positioning Sales Stakeholder Engagement Stakeholder Management Strategic MarketingRequired Experience:
Chief
Employment Type
Full-Time
