Director, CRM Product Owner

About the role

Reporting to the Head of Customer Relationship Management (CRM) Product Management, the Director, CRM Product Owner leads the strategy, development and delivery of best-practice CRM capabilities across the US CRM ecosystem. The role is hands-on and central to improving how Novartis interacts with patients and customers, combining process improvements, technology, analytics and user experience. It is based in East Hanover, NJ, with no remote work and about 15% travel.

Key responsibilities

• Create and steward the product vision, roadmap and delivery for CRM capabilities such as Customer Engagement, Platform and Medical
• Drive CRM product innovation, including adoption of advanced CRM technologies and AI
• Gather and interpret business needs and turn them into system and process improvements
• Deliver disciplined, predictable releases and continuous improvement
• Analyze and improve business processes with data-driven, technology-enabled solutions
• Lead collaboration between business leaders and teams, and ensure governance and compliance
• Recruit, mentor and lead Product Owners, manage dependencies and enable change adoption
• Promote the CRM strategy, prioritize investments and stay current on CRM platforms and industry trends

Required profile

• Bachelor's degree in a related field; Master of Science or MBA preferred
• At least 7 years of experience in product management, technology strategy, innovation or leadership, preferably in pharma, healthcare or CRM
• Proven success leading large-scale CRM transformation, including delivery, change management, UX, governance, communication and risk and compliance
• Experience managing product management teams, including backlog, agile practices and people management
• Deep knowledge of the CRM landscape (sales, marketing, service) and the pharmaceutical industry

Required skills

• Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud, Core platform) and Veeva
• CRM, AI and data platforms and architectures (e.g. Snowflake, OpenAI)
• Product roadmap, stakeholder management and cross-functional collaboration

What we offer

• Expected salary of $185,500 to $344,500 per year, with a performance-based cash incentive and possible annual equity awards
• Health, life and disability benefits, 401(k) with company contribution and match
• Vacation, personal days, holidays and other leaves