ED, CRM Product Owner

Novartis • East Hanover, NJ

22h • Onsite

About The Position

Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. The US CRM organization sits within IDS and plays a crucial role in driving the transformation to a next-generation Customer360 operating model. Reporting to the VP, Head of Customer Relationship Management (CRM) Product Management, the Executive Director, CRM Product Owner leads the strategy, development, and delivery of best practice CRM capabilities across the US CRM ecosystem. This hands-on role is central to transforming the way Novartis interacts with patients and customers by integrating process improvements, technology solutions, analytics, and user experience enhancements to deliver a world-class, customer-centric experiences. The ED, CRM Product Owner partners closely with business and IT leadership to build a robust CRM foundation and activate transformation across the US commercial organization. This position will be located at East Hanover, NJ and will not have the ability to be located remotely. This position will require 20% travel as defined by the business (domestic and/ or international).

Requirements

• Bachelor's degree in related field is required; Master of Science and/or MBA preferred
• Minimum 10+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors
• Proven success in leading product management for large-scale CRM transformation, including accountability for delivery, change management, UX, Governance, communication strategy, and risk and compliance mitigation
• Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud, Core platform), Veeva, and the major and evolving players in the ecosystem.
• Deep expertise in CRM, AI, and Data platforms and architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies).
• Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies
• Experience managing and being accountable for the operations of product management teams, including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation
• Excellent leadership and communication skills with the ability to build and lead high-performing teams; People management experience within CRM, AI, technology, or data-driven environments required
• Must possess an ability to foster cross-functional alignment of key stakeholders to create a disciplined, ambitious, and collaborative, global, commercial CRM strategy
• Strong analytical and problem-solving skills, with 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

• Agility
• Brand Awareness
• Cross-Functional Collaboration
• Customer Engagement
• Customer Experience
• Customer Insights
• Data Analytics
• Digital Marketing
• digital marketing strategy
• Franchise Development
• Go-To-Market Strategy
• Influencing Skills
• Inspirational Leadership
• launch strategies
• Marketing Strategy
• People Management
• Product Positioning
• Product Roadmap
• Sales
• Stakeholder Engagement
• Stakeholder Management
• Strategic Marketing

Responsibilities

• Define, communicate, and execute the vision and strategy for CRM capabilities/functions (e.g. Customer Engagement, Medical, etc) ensuring alignment with business goals and stakeholder needs
• Champion the adoption of advanced CRM technologies (including AI) and processes to optimize customer engagement and deliver actionable insights across the organization.
• Collect and interpret business needs, translating them into system and process improvements powered by technology, analytics, and best practices.
• Uphold high standards for product management delivery, driving disciplined execution, predictable and high-quality releases, and continuous improvement.
• Analyze current business processes and gaps, then design, implement, and scale improvements using data-driven and technology-enabled solutions.
• Facilitate collaboration between senior business leaders and working teams, securing input, feedback, and alignment on CRM initiatives.
• Establish and enforce governance frameworks to guarantee all CRM initiatives meet regulatory, privacy, and compliance requirements.
• Recruit, mentor, and lead groups of Product Owners, managing dependencies and fostering a culture of innovation and continuous improvement.
• Align stakeholders, identify risks, and remove barriers to ensure successful adoption and sustained progress of CRM initiatives.
• Promote the CRM strategy and communicate impact across the organization through stakeholder meetings, leadership forums, and targeted communications.
• Prioritize and implement best practices, conduct build vs. buy analyses, and maximize the value of CRM investments.
• Stay current on CRM platforms (e.g., Salesforce, Veeva), industry trends, and best practices across sectors.

Benefits

• health, life and disability benefits
• a 401(k) with company contribution and match
• a variety of other benefits
• a generous time off package including vacation, personal days, holidays and other leaves

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees