Director, CRM Insights Enablement

Bristol Myers Squibb • Princeton, NJ

3d • Hybrid

About The Position

The Director, CRM Insights Enablement is a strategic leadership role responsible for transforming how data-driven insights are embedded into CRM to power more effective field engagement and decision-making. This role drives the integration of advanced analytics, AI, and omnichannel insights into seamless, user-friendly CRM experiences that support both commercial and medical teams. Operating with a strong product mindset, the Director defines the vision, roadmap, and operating model for next-generation CRM insights capabilities, ensuring alignment with enterprise commercial strategy and customer experience goals. This position works cross-functionally with business leaders, analytics, and technology teams to deliver scalable, AI-enabled solutions that improve engagement quality, accelerate decision-making, and enhance customer outcomes.

Requirements

• Bachelor’s degree in Business, Information Systems, Data Science, Statistics, or related field required.
• Minimum 8 years in CRM analytics, commercial insights, omnichannel measurement, or digital analytics in pharma/biotech or comparably regulated industry.
• Proven success driving CRM transformation initiatives, including insights enablement, adoption, and measurable business impact.
• Experience working within large-scale CRM ecosystems (e.g., Salesforce, Veeva) and understanding of evolving CRM technologies and AI capabilities.
• Proven leadership as product owner for CRM-embedded insights, feedback systems, and agentic automation features.
• Minimum 3 years managing cross-functional programs and teams.
• Extensive experience with Veeva/Salesforce and integration with marketing automation/CDP platforms (e.g., SFMC, Adobe).
• Successful track record in enabling closed-loop measurement and field-deployable decision support in CRM.
• Experience guiding BI&T and offshore (Hyderabad) analytics/engineering teams to deliver scalable, robust solutions.
• Expertise in CRM data models, decision science outputs (KDA, MMx, NBA logic), and operationalization of AI-enabled copilots and agentic assistive features.
• Proven proficiency in automation, agentic frameworks, and feedback lifecycle management.
• Strong understanding of CRM ecosystem architecture (Salesforce, Veeva, Data Cloud/CDP platforms) and integration with analytics and AI solutions.
• Familiarity with generative AI, machine learning, and practical applications in sales/marketing use cases.
• Understanding of AI governance, privacy, risk, and regulatory compliance.
• Comfortable with SQL/Python concepts for requirements, QA, and ongoing data analysis.
• High data literacy and advanced visualization skills.
• Exceptional communication, stakeholder engagement, and change leadership abilities.
• Familiarity with specialty/rare disease field models and CRM AI-driven support features.

Nice To Haves

• MBA or MS preferred.

Responsibilities

• Own the strategic development and execution of CRM Insights Enablement, leveraging agentic frameworks and automation to deliver seamless, high-value intelligence.
• Align roadmap with customer experience (CX), digital transformation, and omnichannel priorities.
• Prioritize capabilities based on measurable impact on engagement quality and field effectiveness.
• Build and maintain a transparent, continuously evolving CRM insights roadmap aligned with broader CRM/product strategy and business priorities.
• Drive clear prioritization frameworks (e.g., impact vs. effort, adoption, ROI) to optimize investment decisions.
• Integrate actionable, AI-driven pre-call insights at HCP and territory levels, ensuring direct CRM connectivity for TAS and MSL field planning.
• Ensure insights are embedded in intuitive, workflow-aligned experiences that minimize friction and maximize adoption (“insights in the flow of work”).
• Enable structured and unstructured closed-loop feedback collection from field interactions.
• Leverage next-generation AI approaches (including agentic and generative AI) to continuously learn from feedback and improve recommendations at scale.
• Enhance user experience and embed high-value visualizations.
• Drive UX simplification and optimization to ensure CRM remains a productivity multiplier for the field.
• Automate capture and analysis of key impact metrics.
• Establish and track a comprehensive product performance framework, including adoption, usage, engagement quality, delivery metrics (e.g., backlog health, release outcomes), and business impact.
• Provide regular updates to leadership on progress, risks, and opportunities.
• Support compliant orchestration across channels.
• Partner with governance bodies to ensure alignment with enterprise CRM governance, data standards, and compliance frameworks.
• Design optimal CRM experiences and drive adoption.
• Actively drive adoption and behavior change through structured enablement, communication, and feedback loops.
• Evangelize CRM insights capabilities and impact across business stakeholders and leadership forums.
• Implement privacy-by-design and AI governance.
• Ensure explainability, transparency, and human-in-the-loop controls for AI-driven recommendations.
• Act as a connector across teams.
• Build strong partnerships across business, analytics, and IT to ensure alignment on priorities, delivery, and long-term transformation goals.

Benefits

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
• Work-life benefits include: Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees) Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays
• Based on eligibility, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.
• All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

What This Job Offers

• Job Type: Full-time
• Career Level: Director