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General Description:

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:

Strategic Leadership

+ 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%

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.