Senior Director, Customer CRM

Roche•South San Francisco, CA

62d•Onsite

About The Position

Who We Are: The Digital Experience team at Genentech is focused on shaping the future of patient and customer connections through digital innovation and human-centered design. They use AI, digital engagement, content management, human-centered design, and omnichannel strategies to create personalized and meaningful experiences. Genentech aims to be digitally enabled and human-centered in their approach to engagement to deliver life-changing medicines. This team guides various departments within CMG to ensure seamless, consistent, meaningful, and compliant interactions with patients and customers, aiming to be digitally enabled and human-centered in delivering life-changing medicines. This role will report to the Executive Director Digital Customer Engagement (CRM) Location This position is based in South San Francisco, CA and requires an onsite presence at our Genentech Campus Relocation benefits are available on this job posting. Job Summary: The Product Owner for Customer CRM will lead the strategy and delivery of CRM products that support Genentech’s commercial and medical engagements across a range of customer types, including: Healthcare Professionals (HCPs): Physicians, Nurses, Advanced Practitioners Professional Contacts: Office staff, decision-makers, and administrators Organized Customers: Health systems, managed care organizations (HCOs, MCOs) The Patient customer type is explicitly excluded from this role’s product scope and is managed under a separate CRM product. This Product Owner oversees the end-to-end capabilities, features, and operations that enable seamless commercial and medical engagements—such as territory planning, call execution, field content sharing, and medical call center support. The role is responsible for ensuring that CRM strategies and capabilities accelerate Genentech’s ability to deliver exceptional customer experiences, achieve measurable business impact, and enable seamless internal workflows across commercial and medical functions. The Product Owner will own the CRM product roadmap and execution in close partnership with business stakeholders, operations, and technical teams. As the product lead for a core enterprise engagement channel, this individual will leverage deep CRM expertise to understand customer needs across multiple segments and support current users (e.g., field and medical affairs teams) as well as future users (e.g., Marketing). They will assess user and business requirements, identify opportunities for automation and AI integration, and implement scalable, compliant, and forward-looking solutions.

Requirements

Bachelor’s degree in business, technology, operations, science, marketing, or a related field.
10+ years of experience in product management or digital product operations, with at least 5 years focused on CRM products and platforms:
Experience in highly regulated industries—preferably pharmaceutical, biotech, or healthcare—with deep understanding of compliance, privacy, and CRM-specific governance.
Proven ability to lead product strategy, vision, and execution at the senior level.
Strategic Product Leadership: Proven ability to lead the full product lifecycle—from vision through delivery—driving innovation through industry insights and data-driven strategies.
Technical Proficiency and Collaboration: Technically fluent in CRM platforms, data systems, and product architecture; skilled at aligning business strategy with technical execution, resource planning, and cross-functional collaboration.
Team Management and Development: Strong leadership and communication skills with a proven track record of managing teams, influencing stakeholders, and driving change within agile, regulated environments.
Strategic Agility: Strategic thinker with the ability to balance short-term execution and long-term vision, navigate ambiguity, and adapt to rapidly changing business needs.

Nice To Haves

Advanced degree (e.g., MBA, MPH, or related graduate-level qualification), or equivalent senior-level experience.
Hands-on experience with CRM platforms relevant to life sciences, such as Veeva CRM or Salesforce Health Cloud.
Background in healthcare, life sciences, or other highly regulated industries.
Proven success leading complex, cross-functional initiatives with strategic and operational impact.
Familiarity with workflow automation platforms, orchestration tools, and CRM governance frameworks.
Experience with omnichannel engagement platforms, digital marketing technologies, and CRM ecosystems.

Responsibilities

Product Strategy & Roadmap Ownership Serve as the Product Owner for Customer CRM, accountable for defining and executing the end-to-end product strategy, vision, and roadmap. Align product direction with enterprise objectives by collaborating closely with business, technical, and medical affairs stakeholders. Partner with analytics and user research teams to define target users, assess needs, prioritize features, and ensure business alignment. Build business cases to drive experimentation, cross-product innovation, and CRM capability development across the ecosystem. Ensure product planning, execution, and delivery milestones drive measurable outcomes through adoption and sustained engagement Demonstrated ability to operate across a matrixed organization and build strong bridges between U.S. and global product teams—translating local business needs into scalable solutions and ensuring alignment with Roche's enterprise strategy and platform architecture.
Innovation, Automation & AI Lead the advancement of CRM capabilities through AI, workflow automation, and intelligent tooling to reduce burden and increase value. Implement scalable innovations across field planning, content sharing, call execution, and call center operations. Champion integration of enterprise tools including Veeva Link, Engage, CLM, MIRF, Medical Information Fulfillment, and telephony solutions.
Cross-Functional Alignment & Collaboration Drive alignment across Business Product Owners, Suite Stewards, and global product teams to deliver cohesive, enterprise-ready CRM solutions. Collaborate with senior leaders, activation teams, and enablement partners to ensure adoption through training, change management, and feedback loops. Partner with medical, commercial, and IT stakeholders to ensure CRM capabilities meet internal customer needs and comply with governance standards.
Performance, Optimization & Insights Leverage data and insights from Measurement & Optimization teams to refine CRM capabilities and prioritize enhancements. Define, track, and optimize key KPIs that reflect user experience, business impact, and technical performance. Continuously iterate based on stakeholder input and customer feedback.
Resource Leadership & Governance Define resource and investment strategies—including headcount planning—to meet both near- and long-term product goals. Ensure all activities align with Genentech policies, legal requirements, and compliance standards. Foster a product-oriented mindset within the team, transitioning from service to sustained product value delivery.
People Lead and inspire the Customer CRM Product team, fostering a high-performance culture grounded in collaboration, innovation, and accountability. Provide guidance, training, and career development opportunities for team members. Optimize team resources and capacity to ensure delivery excellence and sustained business impact. Create a culture of accountability, continuous feedback, and meaningful recognition. Champion inclusive hiring practices and build a diverse, high-impact team.

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