CRM Process Manager - Pharma industry

M&S Consulting•, (Multiple States)

About The Position

M&S Consulting seeks an accomplished product management leader to transform CRM capabilities within commercial operations for a large pharmaceutical client. The role requires innovation, strong partnership skills, intellectual maturity, and a comprehensive understanding of best practices in CRM data and AI applications. Reporting to the CRM Product Management Team, the CRM Product Owner/BA supports the strategy, development, and delivery of priority capabilities across the U.S. CRM ecosystem. The role translates customer and field needs into requirements, manages a prioritized backlog, and drives execution through agile delivery. It advances customer engagement through process improvements, scalable technology enhancements, analytics, and user experience updates while ensuring solutions meet governance, privacy, and compliance expectations. The position owns assigned CRM capabilities from discovery through release, hypercare, enhancements, and ongoing maintenance. It partners with business, technology, and delivery stakeholders to define product features, prioritize work, deliver high-quality releases, support adoption, and inform roadmap recommendations using industry trends, user feedback, and performance data. It also provides day-to-day direction to extended team members and contributes to product-owner capability building.

Requirements

Bachelor’s degree in a related field.
5–7+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in pharmaceutical, healthcare, or CRM sectors.
Proven success driving product management capabilities for large-scale CRM implementations.
Deep understanding of the CRM landscape across Sales, Marketing, and Service, including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data360, and Core platform), Veeva, and major and evolving ecosystem players.
Understanding of CRM, AI, and data platforms and architectures, such as Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies.
Experience being accountable for product management operations, including backlog health and prioritization, agile practices and ceremonies, and strategic innovation.
Excellent communication skills and ability to build stakeholder buy-in and alignment.
Experience with AI-supported product management techniques, including LLM-supported user-story creation and process mapping.
Ability to foster cross-functional stakeholder alignment to create or support a streamlined, collaborative commercial CRM strategy.
Strong analytical and problem-solving skills, including the ability to interpret complex data and make informed decisions.
Ability to adapt strategies and approaches in a rapidly evolving technological landscape.

Nice To Haves

Master of Science and/or MBA.
Experience in the pharmaceutical, healthcare, or CRM sectors.

Responsibilities

Lead end-to-end delivery of assigned CRM capabilities, such as field productivity, customer engagement workflows, and medical engagement, from discovery through release, hypercare, enhancements, and ongoing maintenance.
Gather stakeholder insights and translate business needs into prioritized product features, user stories, acceptance criteria, and success measures.
Maintain a healthy, prioritized backlog, including refinement cadence, dependencies, definition of ready/done, and alignment with quarterly or PI planning and stakeholder priorities.
Work with delivery teams to plan, execute, and track work; remove blockers; manage scope trade-offs; and support predictable, high-quality releases.
Identify workflow pain points, propose enhancements, validate solutions with users, and support change adoption with documentation and enablement.
Coordinate with CRM product managers, architecture, analytics, privacy/legal, and commercial and medical stakeholders to align requirements, sequencing, and release readiness.
Follow governance processes and support risk assessments to ensure solutions meet regulatory, privacy, security, and data standards.
Provide day-to-day direction to extended team members, including analysts and contractors, and contribute to capability building across the product owner community.
Partner with training and communications leads to support release understanding, adoption, measurement, and iterative improvements based on feedback.
Communicate roadmap status, risks, decisions needed, and measurable outcomes to product management leadership and stakeholders.
Use market and industry trends, user feedback, and performance data to inform roadmap recommendations and operational improvements.
Stay current on CRM platforms such as Salesforce and Veeva and apply evolving best practices pragmatically within the client’s ecosystem.
Deliver measurable outcomes for owned capabilities, such as time saved, improved data quality, or increased engagement.
Support release predictability and quality, backlog health, adoption and user satisfaction, process improvement, stakeholder alignment, governance and compliance, team effectiveness, communication and enablement, cost awareness, and operational rigor.