Executive Director, CRM Innovation Labs

Job Description Summary

Job Description

Key Responsibilities:

• Lead the CRM Labs function to drive innovation pilot new CRM capabilities and accelerate enterprise transformation.

• Define and execute the CRM Labs strategy and vision in alignment with Novartis business goals and the broader CRM transformation roadmap.

• Drive meaningful impact as success in this role will be measured by granular innovation metrics including ROI on pilots speed and effectiveness of experimentation cycles business value delivered stakeholder satisfaction cost savings and efficiency gains.

• Build and lead a top-talent CRM Labs team specializing in innovation prototyping and agile delivery.

• Develop and implement best-practice frameworks for piloting scaling and operationalizing CRM solutions across diverse user groups and business functions.

• Establish and manage a governance structure for CRM Labs ensuring clear decision rights escalation processes and accountability for innovation initiatives.

• Collaborate with business unit leaders IT IDS and external partners to identify prioritize and deliver high-impact CRM pilots and innovations.

• Build and scale strategic partnerships with vendors startups and industry leaders. Experience scouting evaluating and integrating best-in-class solutions to accelerate CRM innovation and enterprise transformation.

• Maintain a deep understanding of CRM workflows user personas and platform capabilities (Salesforce Veeva etc.) as well as best practices across industries.

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

Essential Requirements:

Education (minimum/desirable):

Bachelors degree in related field is required; Master of Science and/or MBA preferred

Experience:

The successful candidate will bring a robust blend of strategic vision technical mastery and hands-on leadership in CRM innovation. Experience should span enterprise-scale transformation advanced CRM platformsincluding both Salesforce and non-Salesforce technologiesand a proven ability to drive breakthrough solutions from concept to production. A track record of cross-functional collaboration governance and change enablement in complex regulated environments is essential for success in this role.

Additional qualifications are as follows:

• 10 years of progressive experience in CRM innovation product strategy or technology leadership roles ideally within pharmaceutical healthcare or enterprise-scale commercial sectors

• Proven success leading large-scale CRM transformation initiatives including piloting and scaling enterprise platforms such as Salesforce (including Agentforce) Veeva Data Cloud and sales and marketing solutions across diverse user groups and business functions

• Deep expertise in emerging technologiesAI/ML automation Salesforce Data Cloud/Agentforce and non-Salesforce customer engagement platformswith a track record of running proof-of-concept projects and rapid experimentation cycles

• Experience driving innovation in both Salesforce and non-Salesforce CRM ecosystems including integration migration and optimization of multi-platform environments

• Strong background in training delivery teams on new tools platforms and methodologies ensuring successful transition of pilots into production

• Experience operationalizing innovation frameworks including agile delivery rapid prototyping and feedback loops with end users and stakeholders

• Advanced knowledge of CRM data models integration architectures and performance management tools with a focus on actionable insights and business value delivery

• Experience with global CRM programs including multi-region rollouts localization and scaling innovation across geographies

The pay range for this position at commencement of employment is expected to be between: $204400.00 and $379600.00/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 sign-on 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 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.

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 sex national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status.

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 to perform the essential functions of a position please send an e-mail to or call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

Skills Desired