Global Lead, Customer Engagement Platforms (CRM)

Moderna•Princeton, NJ

20d•$167,000 - $300,700

About The Position

The Role Moderna is seeking a Global Lead for Customer Engagement Platforms to define and build the company’s global customer engagement platform capabilities. This role serves as the commercial owner of Moderna’s global Salesforce CRM platform and a key architect of Moderna’s broader Customer Engagement Platform (CEP). The role will lead the evolution of Moderna’s engagement technology from an early-stage foundation to a scalable global ecosystem supporting multiple products, geographies, and commercial models. Acting as the commercial product owner, this individual shapes the platform vision, roadmap, and governance while partnering across Commercial, Digital, Data & Analytics, and external vendors to deliver capabilities that enable effective field execution and omnichannel engagement. Platform Scope Salesforce CRM platform as the enterprise customer system of record for engagement Field engagement workflows and execution tools Omnichannel engagement enablement across field, marketing and digital channels Integration with content, analytics, and engagement orchestration systems Governance of global platform standards and local market flexibility Here's What You’ll Do Platform Strategy Define the vision and roadmap for Moderna’s global Salesforce CRM platform and broader customer engagement ecosystem. Translate commercial priorities and engagement strategy into scalable platform capabilities supporting field execution and omnichannel engagement. Platform Build & Evolution Lead the evolution of CRM from an early-stage capability to a globally scalable engagement platform supporting multiple products and markets. Partner with Digital, Data & Analytics and external vendors to deliver and evolve platform capabilities aligned with enterprise technology architecture. Adoption & Commercial Impact Drive enterprise adoption of CRM and engagement tools across field and commercial teams. Embed the platform into commercial workflows and define KPIs to measure adoption, engagement effectiveness, and business impact. Ensure platform capabilities support commercial launch readiness and scaled customer engagement across markets. Governance & Platform Investment Establish governance and prioritization frameworks for platform capabilities, releases, and enhancements. Own platform investment decisions, balancing stakeholder needs, scalability, customization, and financial discipline. Impact in the First 12–18 Months Deliver priority CRM platform enhancements supporting priority commercial use cases. Lead commercial readiness and successful launch of Moderna’s next-generation CRM platform in February 2027. Drive deployment and adoption across a cascading set of markets, embedding the platform into field and marketing execution workflows. Establish governance and roadmap processes to support ongoing platform evolution.

Requirements

Bachelor’s degree required.
12+ years of experience in commercial strategy, CRM, or customer engagement platform roles.
Experience leading Salesforce CRM platform implementations or major transformations in global environments.
Strong understanding of field force operations and omnichannel engagement.
Experience operating as a product owner or platform lead in cross-functional environments.
Strong stakeholder management and executive communication skills.

Nice To Haves

Experience designing and scaling omnichannel customer engagement platforms integrating CRM, content, analytics, and orchestration technologies.
Salesforce platform expertise across Sales Cloud, Marketing Cloud, or life sciences CRM solutions.
Experience operating within a product operating model, managing platform roadmaps, backlogs, and release governance.
Familiarity with data-driven engagement approaches, including segmentation, next-best-action, or advanced analytics.
Experience driving global platform adoption and change management across commercial organizations.

Responsibilities

Define the vision and roadmap for Moderna’s global Salesforce CRM platform and broader customer engagement ecosystem.
Translate commercial priorities and engagement strategy into scalable platform capabilities supporting field execution and omnichannel engagement.
Lead the evolution of CRM from an early-stage capability to a globally scalable engagement platform supporting multiple products and markets.
Partner with Digital, Data & Analytics and external vendors to deliver and evolve platform capabilities aligned with enterprise technology architecture.
Drive enterprise adoption of CRM and engagement tools across field and commercial teams.
Embed the platform into commercial workflows and define KPIs to measure adoption, engagement effectiveness, and business impact.
Ensure platform capabilities support commercial launch readiness and scaled customer engagement across markets.
Establish governance and prioritization frameworks for platform capabilities, releases, and enhancements.
Own platform investment decisions, balancing stakeholder needs, scalability, customization, and financial discipline.
Deliver priority CRM platform enhancements supporting priority commercial use cases.
Lead commercial readiness and successful launch of Moderna’s next-generation CRM platform in February 2027.
Drive deployment and adoption across a cascading set of markets, embedding the platform into field and marketing execution workflows.
Establish governance and roadmap processes to support ongoing platform evolution.

Benefits

Best-in-class healthcare coverage, plus voluntary benefit programs to support your unique needs
A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
Family planning benefits, including fertility, adoption, and surrogacy support
Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
Savings and investment opportunities to help you plan for the future
Location-specific perks and extras

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