Senior Manager, Product Management – Core CRM

GSK•Philadelphia, PA

About The Position

The Senior Manager, Product Management – Core CRM is responsible for the technology strategy, roadmap, architecture, lifecycle management, and operational excellence of GSK’s US Vault CRM platform and Core CRM product ecosystem supporting the US Commercial organization. The role serves as Technology Product Manager for Core CRM, owning the platform’s evolution and associated capabilities while ensuring that they remain scalable, secure, performant, compliant, and aligned with GSK’s enterprise technology strategy. Working with Commercial stakeholders, Enterprise Architecture, Engineering, Data Management, and external technology partners, the Senior Manager translates business priorities into technology capabilities and delivers a reliable, modern CRM platform for efficient and compliant customer engagement across the field organization. The role is accountable for the platform’s end-to-end technology lifecycle, including product strategy, architecture, CRM configuration, integrations, release management, operations, modernization, vendor management, adoption, and continuous optimization. It balances new business capabilities with platform health, technical debt reduction, operational stability, and long-term sustainability.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Software Engineering, Engineering, or a related technical discipline.
8+ years of experience in Technology Product Management, Commercial Technology, CRM Platforms, Enterprise Applications, or related disciplines.
Experience managing enterprise CRM platforms such as Vault CRM, Veeva CRM, Salesforce, or similar enterprise SaaS platforms.
Experience defining technology strategy, product roadmaps, platform architecture, and lifecycle management.
Experience partnering with Enterprise Architecture, Engineering, Infrastructure, Integration, Data Management, and Information Security organizations.
Experience managing enterprise software implementations, platform upgrades, releases, and technology modernization initiatives.
Experience with enterprise application architecture, API-based integrations, customer master data, and cloud platforms.
Experience with Agile Product Management methodologies.
Experience working within the pharmaceutical, biotechnology, healthcare, or life sciences industry.

Nice To Haves

Vault CRM, Veeva CRM, or Salesforce technical certifications.
Experience with Veeva Vault Platform, Veeva Network, or other Veeva Commercial applications.
Experience managing enterprise SaaS products and cloud technologies.
Familiarity with enterprise architecture principles, integration platforms, identity management, data governance, and application observability.
Experience managing technology vendors and strategic technology partnerships.
Strong analytical, communication, stakeholder management, and leadership skills.

Responsibilities

Own the technology vision, strategy, roadmap, and lifecycle for the US Vault CRM platform and Core CRM product ecosystem.
Develop and maintain a multi-year technology roadmap aligned with Commercial priorities, enterprise architecture standards, Veeva product direction, and Field Technology strategy.
Evaluate and enable Vault CRM capabilities that improve field productivity, customer engagement, compliance, and user experience.
Balance feature delivery with technical debt reduction, modernization, security, scalability, reliability, and operational excellence; define investment priorities based on business value, feasibility, architectural alignment, platform health, and total cost of ownership.
Manage the product lifecycle for CRM capabilities, including Customer Management, Call Reporting, Samples Management, Medical Inquiry, Approved Email, Engage, and Media.
Lead CRM configuration, release planning, feature enablement, regression testing, deployment, and production support; evaluate Veeva releases and plan implementations that maximize value while limiting unnecessary customization.
Ensure platform stability, performance, security, regulatory compliance, and supportability; simplify, standardize, and modernize the CRM product landscape.
Partner with architecture, engineering, infrastructure, and information security teams to set the platform’s technical direction and align solutions with enterprise principles, security requirements, integration standards, and reusable patterns.
Drive platform upgrades, release adoption, optimization, and lifecycle management; improve performance and reliability while reducing operational complexity and total cost of ownership.
Own the technology strategy for integrations and information flow into and out of the Vault CRM ecosystem.
Partner with data, master data, integration engineering, data engineering, and enterprise platform teams on scalable, reliable, supportable integration solutions.
Oversee inbound and outbound integrations with MDM, Sampling, Valign, enterprise data platforms, identity services, and other commercial technologies.
Ensure data quality, integration reliability, monitoring, reconciliation, governance, and operational support; standardize integration patterns and clarify ownership for data quality and issue resolution.
Manage strategic relationships with Veeva, implementation partners, and internal technology delivery teams.
Lead product releases, platform upgrades, testing strategies, automated regression testing expansion, deployments, and production readiness.
Prioritize and manage the product backlog using Agile Product Management practices.
Establish and monitor metrics for platform reliability, availability, adoption, operational health, and user satisfaction.
Improve platform stability, simplify support, strengthen incident and problem management, and reduce operational costs.
Manage vendor performance, defect resolution, service levels, financial commitments, and technology roadmaps.
Build partnerships with Sales, Commercial Operations, Marketing, Medical, and Digital, Data & Technology teams to understand business priorities.
Translate business objectives into scalable technology capabilities and product investments, challenging requirements that would create unnecessary customization or complexity.
Partner with Change Management and Training teams on product adoption and organizational readiness.
Communicate product strategy, roadmap, technology direction, release plans, risks, and investment priorities to business and technology stakeholders.
Monitor product adoption, utilization, user experience, and business outcomes to inform future investments.