Director, APAC, Business Process Owner Global CRM Transformation

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Role summary
The CONNEXT Business Process Owner is the single APAC program owner accountable end-to-end for the CONNEXT CRM consolidation across Japan North Asia SEAI ANZ. This role has APAC decision authority for scope sequencing delivery and trade-offs for the CONNEXT program and is responsible for regional strategy execution governance and value realization. The Business Process Owner operates as the overall CONNEXT program lead and drives outcomes through influence governance and market-enabled delivery.

Core purpose and impact

• Provide clear single-point APAC leadership and decision-making for the CONNEXT CRM consolidation and transformation program.

• Translate global platform direction into an APAC roadmap that balances regional localization regulatory needs and commercial priorities.

• Ensure the program delivers measurable CX data adoption and commercial outcomes across APAC markets.

Key responsibilities (summary)

• End-to-end program ownership for CONNEXT in APAC: strategy roadmap sequencing execution scale and value realization.

• Serve as the Commercial Designated Responsible Individual (DRI) for CONNEXT in APAC and collaborates closely with Global TMO and across regions.

• Define and own APAC product strategy prioritization and single APAC backlog with clear acceptance criteria and localization requirements.

• Approve APAC-level market sequencing scope decisions and go/nogo escalations; establish and apply readiness criteria.

• Lead migration strategy and design closely partners with Technology team including data migration integrations cutover pilot validation and post-cutover support.

• Establish and run APAC governance (steering committee working groups escalation path) and represent APAC in global forums.

• Coordinate cross-functional delivery in partnership with business technology across Markets Commercial Medical Commercial Excellence Legal Regional and Market IT and external vendors/system integrators.

• Drive adoption training change management and sustainment strategies across markets (enable market leads and Associate Directors to execute).

• Define track and report APAC KPIs for CX adoption data quality operational efficiency and commercial metrics.

• Manage risk compliance and regulatory signoffs for APAC deployments; ensure privacy and localization requirements are met.

• Manage APAC vendor/SI relationships for program delivery and performance; escalate contractual resourcing or budget issues to VP Commercial Excellence as needed.

• Own APAC CONNEXT program budget governance: manage the regional business budget work with finance partner to track spend vs. plan and ensure benefits realization aligns to investment.

• Accountable for intervening when delivery adoption or outcomes fall short including resetting plans revising sequencing reallocating resources or directly resolving market or functional blockers.

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