Field CRM Lead

Dompé•San Mateo, CA

3d•$125,000 - $200,000

About The Position

Dompé is an Italian biopharmaceutical company focused on innovation, research, and development. The company was established in 1940 and has approximately 900 employees. Its U.S. headquarters are in Boston for R&D and the San Francisco Bay Area for Commercial Operations. The Senior Manager, Field CRM is the strategic owner and business administrator of the company’s CRM ecosystem across the U.S. commercial organization. Reporting to the Senior Director of Commercial Operations, the role improves field-force effectiveness and productivity by optimizing CRM for Key Account Managers, Field Marketing, Field Access Managers, and Patient Access Managers. It connects commercial strategy with IT and external systems integrators; prioritizes platform enhancements; manages digital field capabilities; governs configurations across Veeva CRM and Salesforce; and ensures the CRM experience follows industry best practices and compliance standards. The role owns CRM product direction and lifecycle, enhancement governance, vendor and integrator coordination, system integration alignment, field-user experience and enablement, digital campaign capabilities, and data-quality and compliance controls. The position requires a bachelor’s degree and substantial commercial operations and CRM experience in the pharmaceutical, biotechnology, or medical-device industries.

Requirements

Bachelor’s degree; preferably in Business Administration, Information Systems, Healthcare Management, Marketing, or a related commercial or technical discipline.
At least 6 years of progressive commercial operations, sales operations, or marketing operations experience in pharmaceuticals, biotechnology, or medical devices.
At least 4 years of hands-on experience managing, configuring, or strategically administering life-sciences CRM platforms, specifically Veeva CRM and Salesforce.
Demonstrated experience supporting and optimizing CRM workflows for matrixed field roles, including Key Account Managers or sales, Field Marketing, Field Access Managers, and Patient Access Managers.
Experience managing external implementation partners, data consulting firms, MarTech vendors, or systems integrators.
Experience developing user-feedback processes, gathering field requirements, managing technical backlogs, and leading phased enhancements.
Working knowledge of CRM integrations with commercial data systems, including visualization dashboards, territory alignment, data change requests, and roster controls.
Thorough understanding of healthcare compliance requirements for field interactions, promotional materials, HIPAA and data privacy, and aggregate spend tracking.

Nice To Haves

Master’s degree, such as an MBA or an MS in Information Systems or Healthcare.
Veeva CRM Administrator or Consultant certification, such as Veeva Certified Administrator.
Salesforce certification, such as Salesforce Certified Administrator or Sales Cloud Consultant.

Responsibilities

Develop and drive an organizational vision for field CRM systems that supports field-team performance, functionality, usage, and effectiveness.
Own the functional configuration, optimization, and lifecycle of Veeva CRM and Salesforce, including the overall CRM and reporting-dashboard experience.
Govern the capture, evaluation, and prioritization of system enhancements, translating field feedback and brand strategies into CRM and reporting backlogs.
Partner with IT to manage platform vendors, data consulting groups, and implementation agencies, including project timelines and scope delivery.
Oversee CRM connections with peripheral data systems, including territory alignments, data change requests, and roster changes across commercial applications.
Lead cross-functional collaboration to align CRM enhancements with strategic objectives and operational decisions.
Advocate for CRM users by gathering field feedback through surveys and focus groups and addressing process friction.
Partner with commercial trainers to design and deliver system education, monthly commercial operations office hours, and CRM onboarding for new field hires.
Establish and lead a monthly Field CRM Advisory Team to assess system performance and pilot usability solutions.
Partner with IT, analytics, and data teams to provide a connected CRM and data-visualization dashboard experience.
Partner with marketing operations to support digital distribution of promotional assets, detailing tools, and remote engagement platforms.
Partner with Legal and Compliance to enforce data privacy, HIPAA, and other compliance controls in Veeva and Salesforce, including appropriate tracking of field interactions.
Establish and monitor data-entry expectations, validation rules, and cleansing practices to maintain high-quality customer data.