CRM Platform Owner & Enterprise Architecture Lead

Ipsen•Cambridge, MA

3d•$145,000 - $210,000•Remote

About The Position

This senior leadership role is responsible for defining the multi-year CRM strategy, ensuring platform scalability, leading integrations across the commercial technology landscape and enabling excellence across Sales, Service, Marketing and Field operations. This role serves as the executive integrator across Commercial, IT, Data/Analytics and external partners, ensuring that CRM capabilities, data flows, and interfaces operate seamlessly across the broader commercial ecosystem. This leadership role will champion adoption, drive data insights, maintain compliance and ensure the CRM platform becomes a strategic enabler of growth and customer engagement.

Requirements

Proficiency in Salesforce, Microsoft Dynamics, or an equivalent enterprise CRM platform.
Strong understanding of CRM configuration, automation, workflows, integration frameworks, and data models.
Familiarity with ERP (e.g., SAP, Oracle), OMS, Marketing technology stacks, and analytics tools.
Strong data governance capabilities: data structures, quality frameworks, reconciliation processes.
Deep expertise in CRM platforms (e.g., Salesforce, HubSpot) and integration best practices
Experience translating business and commercial needs into technical CRM solutions
Solid systems thinking across sales, customer data, and analytics
Ability to manage multiple enhancements, integrations, and competing priorities
Strong stakeholder management skills across business and technical teams
Overall 10+ years of experience in a related field, as CRM leadership, enterprise platforms or commercial systems.
8+ years experience in Salesforce CRM product ownership, or equivalent CRM enterprise platforms.
Demonstrated success designing and scaling CRM platforms, integrations in a complex or regulated environments
Hands-on experience configuring and enhancing enterprise CRM platforms (e.g., Salesforce, Dynamics)
Experience integrating CRM with enterprise systems and data platforms
Strong background in commercial excellence, sales operations, or digital customer experience.

Nice To Haves

Background in beauty, aesthetics, med‑spa, consumer health, pharma, wellness, or a regulated commercial environment preferred.
Proven experience managing cross‑functional projects involving sales, service, marketing, and analytics teams.
Experience in regulated or complex environments preferred

Responsibilities

Serve as the enterprise product owner for the CRM platform, shaping long-term strategy, architecture, and a multi-year roadmap aligned with commercial and digital objectives.
Translate business strategy into CRM capability requirements and executable platform initiatives.
Lead prioritization of enhancements, feature releases, and cross-system optimization initiatives.
Own CRM configuration and enhancements
Lead the CRM platform strategy, roadmap, and enhancement cycles to support sales, service, and broader commercial operations.
Manage system configuration, workflows, permission sets, objects, fields, validation rules, and automations.
Partner with Sales, internal sales support, and cross‑functional teams to translate business requirements into scalable technical solutions.
Optimize end‑to‑end commercial processes such as onboarding, account management, order workflows, and provider 360° insights.
Coordinate testing cycles, release readiness activities, sandbox validations, and post‑release stabilization.
Drive user enablement through training, documentation, and ongoing change‑management support to improve adoption
Own system integrations between CRM and adjacent commercial systems (ERP, Order Management, Customer Support, Marketing Automation, Analytics, etc.).
Ensure accurate and seamless flows of customer, product, pricing, contract, and transaction data across the ecosystem—for providers, KOLs, clinics, and consumers.
Define and maintain integration logic, field mappings, transformation rules, and error‑resolution procedures.
Guarantee that CRM data is fit for reporting, insights, and operational use by analytics and commercial stakeholders.
Establish and enforce data governance and quality frameworks ensuring CRM data is analytics-ready and operationally accurate across Provider, KOL, Clinic, Contract, Product and Transaction datasets.
Lead cross-functional CRM steering committees, guilding alignment across commercial, sales operations, marketing, medical, finance, legal/compliance.
Manage alignment across teams for roadmap planning, requirement gathering, testing, and risk mitigation.
Identify configuration issues, integration risks, and cross‑system dependencies; drive resolution with urgency.
Provide clear communication and updates on CRM performance, releases, user issues, and enhancements.
Maintain strong relationships with implementation partners, platform vendors, and internal system owners.
Develop and deliver onboarding content, training modules, playbooks, and user guides for diverse user groups.
Champion CRM best practices to increase adoption and ensure consistent usage aligned with commercial expectations.
Serve as the go‑to expert for how CRM supports sales cycles, field insights, and customer engagement.
Monitor usage metrics and feedback loops; iterate to improve usability, efficiency, and satisfaction.