Global Lead, Customer Engagement Platforms (CRM)
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
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
- 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.
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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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
