Senior Director, CRM Strategy & Operations

Senior Director, CRM Strategy & Operations

BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.

The Senior Director, CRM Strategy & Operations will be responsible for shaping and executing BeOne's global CRM vision transforming CRM into a unified, intelligent, and compliant engagement platform that empowers field, marketing, and medical teams to deliver personalized, data-driven, and impactful customer experiences. This leader will own the end-to-end CRM ecosystem strategy, design, governance, operations, and innovation ensuring it serves as a central enabler for customer insight, omnichannel orchestration, and field productivity across BeOne's global markets. This position will report to the VP, Global Commercial & Medical Affairs Technology and will partner closely with Sales, Marketing, Market Access, Medical Affairs functions across all geographies.

Essential Functions of the Job :

• Define and drive BeOne's CRM North Star, ensuring alignment with commercial, medical, and digital transformation goals.
• Develop a multi-year CRM roadmap, spanning platform strategy, global template governance, and capability evolution.
• Partner with senior commercial and medical leaders to ensure CRM delivers measurable business outcomes insight velocity, engagement quality, and operational efficiency.
• Lead CRM as part of the broader modular data and digital ecosystem, integrated with Data Warehouse, Marketing Cloud, and Analytics platforms.

Platform Strategy & Architecture

Own the global CRM platform strategy (e.g., Salesforce, Microsoft Dynamics, or modular ecosystem).

Drive design for scalability, interoperability, and compliance, ensuring seamless integration across customer data, analytics, and marketing systems.

Oversee platform innovation incorporating AI, automation, and analytics to evolve CRM from a system of record to a system of intelligence.

Ensure architectural alignment with BeOne's enterprise data and digital standards.

Global CRM Operations

Lead the CRM Center of Excellence (CoE) and operations teams to ensure reliable, high-quality delivery of CRM capabilities globally.

Establish standardized processes for configuration, release management, and change control.

Manage vendor and partner relationships (system integrators, technology providers, data partners).

Monitor platform performance, uptime, and user satisfaction; drive continuous improvement initiatives.

Data, Insights, and Compliance

Partner with Commercial Data Management and Analytics teams to ensure CRM data quality, governance, and insight integration.

Embed compliance frameworks into CRM workflows (e.g., consent, activity tracking, promotional compliance, auditability).

Ensure CRM data integrity supports trusted reporting and downstream analytics use cases.

Champion data-driven CRM operations, leveraging dashboards and KPIs to measure adoption, engagement, and ROI.

User Experience & Enablement

Lead CRM adoption and change management across field and headquarters teams.

Oversee training, communications, and capability-building programs to maximize CRM usage and impact.

Foster a culture of field-first design simplifying workflows, surfacing insights, and automating manual tasks.

Drive continuous feedback loops between users, business stakeholders, and IT for iterative improvement.

Innovation & Future Readiness

Introduce AI-powered CRM capabilities (e.g., next-best-action, intelligent call planning, conversational insights).

Partner with the Innovation & AI Enablement team to co-develop and scale use cases that enhance engagement effectiveness.

Explore integration with patient and institutional ecosystems to enable a 360 stakeholder view.

Stay ahead of emerging CRM and digital trends, guiding BeOne toward a modern, agile, and intelligent CRM landscape.

Required Education :

Bachelors / Masters in Science or related field.

Qualifications :

Bachelor's degree in Business, Life Sciences, Engineering, or Information Technology with 12+ years of progressive experience in CRM, Commercial Operations, or Advanced degree (MBA, MS, or equivalent) strongly preferred ideally with a focus on Digital Transformation, Commercial Excellence, or Data Strategy with 8 plus years of progressive experience in CRM, Commercial Operations.

3+ years in a senior leadership role, managing cross-functional or global CRM programs.

Proven experience in defining and executing CRM strategy from roadmap and governance to rollout and adoption.

Deep familiarity with pharma commercial models, including :

HCP engagement, field force enablement, medical and market access workflows.

CRM in compliant, regulated environments (Sunshine, GDPR, HIPAA, etc.).

Experience working in multi-market or global CRM deployments understanding localization, governance, and change management.

Exposure to biopharma data ecosystems, including master data management, marketing automation, and analytics integration.

Technology & Data Acumen

Hands-on expertise with major CRM platforms (e.g., Salesforce Health Cloud, Veeva CRM).

Working knowledge of data integration frameworks (APIs, middleware, data warehouses).

Familiarity with AI and automation use cases in CRM (next-best-action, omnichannel engagement, chatbots).

Understanding of data privacy, security, and compliance controls relevant to healthcare and life sciences.

Strong understanding of CRM architecture, integration, and platform scalability.

Change & Transformation Leadership

Demonstrated success in leading digital transformation bridging business and technology teams.

Experience in driving CRM adoption and change management across field and headquarter functions.

Strong background in process optimization, continuous improvement, and performance measurement.

Ability to manage complex vendor ecosystems and multi-stakeholder governance models.

Business & People Leadership

Skilled in strategic planning, stakeholder engagement, and executive communication.

Track record of building and leading high-performing global teams.

Adept at managing cross-functional relationships across Commercial, Medical, IT, Data, and Compliance.

Entrepreneurial mindset balancing innovation with disciplined execution.

Supervisory Responsibilities :

Yes

Computer Skills :

PC, including MS Office Suite

Travel :

20-30%

Global Competencies

When we exhibit our values of Patients First, Driving Excellence, Bold Ingenuity, and Collaborative Spirit, through our twelve global competencies below, we help get more affordable medicines to more patients around the world.

Fosters Teamwork

Provides and Solicits Honest and Actionable Feedback

Self-Awareness

Acts Inclusively

Demonstrates Initiative

Entrepreneurial Mindset

Continuous Learning

Embraces Change

Results-Oriented

Analytical Thinking / Data Analysis

Financial Excellence

Communicates with Clarity

Salary Range : $199,900.00 - $269,900.00 annually

BeOne is committed to fair and equitable compensation practices. Actual compensation packages are determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location. Packages may vary by location due to differences in the cost of labor. The recruiter can share more about the specific salary range for a preferred location during the hiring process.