Associate Director, CRM & Field Platforms

Biogen•Cambridge, MA

3d•Onsite

About The Position

As the Associate Director, CRM & Field Platforms, you will play a pivotal strategic role in shaping the future of Biogen's customer engagement ecosystem by leading the strategy, governance, evolution, and adoption of CRM and field technology platforms across the North America organization. This role serves as the business owner and strategic leader for Biogen's CRM and Field Platform capabilities, ensuring that customer-facing teams are equipped with scalable, compliant, and innovative technology solutions that enable exceptional customer engagement and operational excellence. You will lead the ongoing evolution of Veeva CRM and related field technologies, driving platform optimization, business process transformation, and seamless integration across Commercial, Medical, Market Access, Patient Services, and other customer-facing functions. Acting as the primary liaison between business stakeholders, IT, Digital, Data & AI, Compliance, and external technology partners, you will be responsible for translating business needs into strategic technology roadmaps while accelerating the adoption of next-generation capabilities, including AI-enabled workflows, intelligent customer engagement, automation, and productivity-enhancing solutions. This critical leadership position sits within North America Commercial Operations and will play a central role in driving organizational transformation through technology modernization, digital innovation, customer-centric platform design, and future-state CRM capabilities. Beyond platform ownership, this role will help redefine how customer-facing teams leverage technology, data, and artificial intelligence to maximize customer engagement effectiveness, improve user experience, and deliver business impact.

Requirements

Bachelor's degree required; Advanced degree (MBA, MSc, Information Systems, Engineering, Technology, Business, or related field) preferred.
10+ years of pharmaceutical, biotechnology, healthcare, commercial operations, or related technology experience.
Minimum 5+ years leading CRM platforms, customer engagement technologies, or field technology organizations.
Deep expertise with Veeva CRM, including platform strategy, governance, business ownership, enhancements, and lifecycle management.
Demonstrated success leading CRM transformation, implementation, optimization, or modernization initiatives at scale.
Experience leading large cross-functional initiatives involving business stakeholders, technology teams, vendors, and executive leadership.
Strong understanding of customer engagement processes and customer-facing business operations.
Experience managing platform governance, prioritization, release planning, and capability deployment.
Experience designing and managing complex system integrations.
Strong executive communication, presentation, and stakeholder management skills.
Proven ability to influence without authority in highly matrixed organizations.
Strong change management and organizational transformation experience.
Experience managing external vendor relationships and strategic technology partnerships.

Nice To Haves

Experience with Veeva Vault, Approved Email, Engage, CRM Pulse, Nitro, Next Best Action, and emerging Veeva AI capabilities.
Experience implementing or scaling AI-enabled CRM capabilities.
Experience leveraging Generative AI, workflow automation, intelligent assistants, predictive recommendations, or digital engagement technologies.
Salesforce ecosystem experience.
Commercial Operations or Field Excellence leadership experience.
Product launch and commercialization support experience.
Field technology governance experience.
Enterprise platform integration experience.
Customer master data and CRM data architecture experience.
Experience supporting large-scale organizational transformation initiatives.
Team leadership and people management experience.
Prior pharmaceutical field sales, field leadership, field medical, account management, or customer-facing commercial experience.
Demonstrated understanding of field workflows, customer engagement processes, and the needs of customer-facing teams.
Experience partnering directly with field leadership teams to design and implement technology solutions that improve field effectiveness and customer engagement.
Experience translating field feedback into technology enhancements and business process improvements.
Ability to serve as a strategic bridge between technology teams and field organizations.

Responsibilities

Develop and lead the North America CRM and Field Platform strategy, roadmap, and governance model.
Serve as the business owner and strategic lead for Veeva CRM and associated field technologies.
Build and execute multi-year platform roadmaps aligned with Commercial, Medical, Market Access, and enterprise priorities.
Establish platform governance processes that balance innovation, scalability, compliance, and user experience.
Drive prioritization of platform enhancements, releases, investments, and capability expansion initiatives.
Lead continuous optimization of CRM workflows, data capture processes, customer engagement capabilities, and field user experiences.
Drive adoption and utilization of CRM capabilities across multiple customer-facing organizations.
Partner closely with field leadership and business stakeholders to ensure CRM functionality aligns with business priorities and customer engagement models.
Evaluate and deploy emerging Veeva capabilities that improve field effectiveness and operational efficiency.
Partner with Digital, IT, and Data & AI teams to identify, pilot, and scale AI-enabled CRM capabilities.
Lead implementation of intelligent workflows, workflow automation, digital assistants, and advanced engagement tools.
Develop and oversee CRM integration strategy across the broader commercial technology ecosystem.
Lead cross-functional initiatives involving data integration, interoperability, user experience enhancement, and process optimization.
Lead CRM-driven business transformation initiatives that modernize working models and customer engagement processes.
Manage strategic relationships with Veeva and other external technology partners.

Benefits

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation