Director, CRM Product Lead
About The Position
The Director, CRM Product Leader owns the CRM product vision, strategy, and roadmap for AbbVie’s US commercial organization. This leader oversees a team of Product Owners responsible for ensuring the CRM platform meets current and future business needs, while building product management discipline and promoting customer-centric, user-focused, data-informed decisions. The role partners with business and IT leadership to build a robust CRM foundation and drive transformational change across the US commercial organization. The position leads CRM product strategy and delivery, including the NextGen CRM program, and is accountable for roadmap development, release planning, scalable platform requirements, process documentation, investment prioritization, and continuous improvement. It also leads and develops the Product Owner team, coordinates with senior leaders and cross-functional stakeholders, and supports deployment planning and field readiness in partnership with the Associate Director, CRM Activation. The Director establishes governance for regulatory, privacy, data, and enterprise requirements; manages product risks and dependencies; and supports adoption of data-driven, technology-enabled improvements. The role is part of AbbVie’s Analytics & Performance Analytics (APEX) function, which supports the US organization.
Requirements
- Bachelor’s degree required.
- 10+ years of relevant experience across field leadership, marketing, and analytics.
- 3–5 years of experience in field or functional leadership and/or business management or consulting.
- Deep familiarity with CRM platforms, particularly Salesforce and/or Veeva, and the broader commercial technology ecosystem.
- Knowledge and deep understanding of business operations in the pharma/biotech and healthcare industry.
- Strong understanding of the industry legal, analytical, and compliance landscape, with the ability to evaluate risk and develop risk-mitigation strategies.
- Demonstrated ability to develop and drive organizational strategy in a complex matrix environment involving internal and external stakeholders.
- Ability to lead without authority and drive execution across functionally diverse stakeholders.
- Sophisticated skills in coaching, training, and/or mentoring peers or others to help them meet or exceed goals and achieve their potential.
Nice To Haves
- Experience with AI-enabled CRM capabilities, data analytics, and digital customer engagement is highly desirable.
- Previous experience leading broad organizational change initiatives, navigating new ways of working, and building a positive, accountable, and highly engaged team culture.
Responsibilities
- Serve as Product Owner for the CRM platform across the US commercial organization, owning the roadmap, release planning, and strategic priorities.
- Lead CRM product strategy for the NextGen CRM program by defining the future-state vision and translating it into scalable platform requirements and business processes.
- Own documentation and decision frameworks for NextGen CRM processes, ensuring clarity, traceability, and alignment across the US business.
- Champion advanced CRM technologies, including AI, and innovative processes to improve customer engagement, generate actionable insights, and reflect industry trends.
- Gather and interpret business requirements, translating them into technology-enabled system enhancements and process improvements grounded in analytics and best practices.
- Conduct build-versus-buy analyses and prioritize investments to maximize the value of the CRM platform and related technologies.
- Lead design reviews and sprint demonstrations to ensure the product reflects field and business needs before deployment.
- Maintain product management discipline to deliver predictable, high-quality releases and support continuous improvement.
- Oversee Product Owners supporting US Therapeutics, ensuring alignment with enterprise strategy and delivery standards.
- Lead, mentor, and develop the Product Owner team through coaching, performance guidance, and career development support.
- Facilitate collaboration between senior business leaders and cross-functional teams to secure input, feedback, and alignment on CRM initiatives.
- Partner with the Associate Director, CRM Activation, on deployment planning and field readiness to integrate product and activation strategies.
- Communicate roadmap updates, release decisions, and strategic direction to senior leadership, field stakeholders, and key forums.
- Promote the CRM strategy and its organizational impact through stakeholder meetings, leadership forums, and targeted communications.
- Enable change by aligning stakeholders, identifying risks, and removing barriers to adoption and sustained progress.
- Assess business processes and capability gaps; design, implement, and scale data-driven and technology-enabled improvements.
- Establish and enforce governance frameworks to ensure CRM initiatives comply with applicable regulatory, privacy, and data requirements.
- Manage product delivery risks and cross-vertical dependencies, making risk-informed decisions that minimize disruption and maintain momentum.
- Ensure product decisions, process documentation, and platform configurations align with enterprise standards and governance protocols.
Benefits
- Paid time off, including vacation, holidays, and sick time.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k).
- Long-term incentive program eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Director
