The Challenge
Novartis is rebuilding its entire CRM operating model to become truly customer-centric. You'll own the product strategy and execution for a next-generation Customer360 platform across US commercial operations—a rare chance to shape how a $60B+ pharma company engages with patients and healthcare providers.
Your Mission
Define and document the CRM product vision, roadmap, and strategic priorities aligned with Novartis US commercial goals
Conduct comprehensive discovery across business units to identify top 3-5 immediate CRM capability gaps and quick wins
Establish governance framework, compliance protocols, and cross-functional steering committee for CRM initiatives
Build and onboard core product management team; clarify roles, dependencies, and decision-making authority
Deliver first release of Customer360 platform improvements with measurable adoption and engagement metrics
Execute transformation roadmap for 2-3 major business processes (e.g., customer engagement, medical insights)
Drive organization-wide change enablement program with 80%+ stakeholder buy-in and training completion
Establish baseline KPIs and reporting dashboard for CRM product health, business impact, and ROI
KPIs You'll Own
CRM Platform Adoption Rate
% of US commercial users actively engaging with Customer360 capabilities month-over-month.
Time-to-Insight
Reduction in time from data query to actionable customer insight delivered to field teams.
Customer Engagement Lift
Measured improvement in customer interaction quality, response rates, and NPS from CRM-driven initiatives.
Product Release Predictability
% of CRM capability releases delivered on time and within scope against committed roadmap.
Regulatory/Compliance Issues
Zero critical compliance violations; 100% audit pass rate for CRM governance and data privacy.
Tools & Stack
Your Team
Your Manager
VP, Head of Customer Relationship Management (CRM) Product Management
Current Team
Product Owners and supporting teams under your leadership; cross-functional relationships with US commercial business and IT leadership
New role (3 positions open); you'll build and expand this team
The Package
Salary
$180K-$240K base
Remote
On-site only (East Hanover, NJ). 15% travel required (domestic and/or international).
Benefits & Perks
Company Intelligence
Novartis is a global leader in healthcare with ~$60B+ in revenue, focused on transforming medicine through advanced technology, data, and patient-centric innovation. The Insights and Decision Science team powers data-driven decision-making across the organization. The US CRM organization is undergoing a strategic transformation to build a next-generation Customer360 operating model.
Customers
Healthcare providers, patients, commercial teams across US operations
Culture
Data-driven, innovation-focused, patient-centric, collaborative across business and IT leadership
Is This Role For You?
- You've led large-scale CRM or enterprise software transformations at Director+ level with proven product ownership rigor
- You excel at translating complex business requirements into technology roadmaps and managing competing stakeholder needs
- You're comfortable with regulated environments (healthcare/pharma/financial) and understand compliance/privacy frameworks
- You thrive building and mentoring high-performing product teams while staying hands-on with strategy and execution
- You're energized by organization-wide change enablement and have a track record of driving adoption across large teams
- You need remote work or flexibility on location—this is 100% on-site East Hanover with 15% travel, non-negotiable
- You're uncomfortable with regulated industries or compliance-heavy environments; CRM in pharma requires strict governance
- You haven't managed product teams or led cross-functional initiatives at enterprise scale; this is a hands-on leadership role
- You prefer incremental improvements over transformation; this role demands end-to-end operating model redesign
Interview Process
Initial Screening
Recruiter call on CRM product background, pharma/regulated industry experience, and on-site commitment
Hiring Manager Round
VP of CRM Product Management discusses vision alignment, product strategy approach, and team-building philosophy
Case Study/Product Strategy
Design a CRM transformation roadmap for a hypothetical business challenge; present your thinking on discovery, prioritization, and execution
Cross-Functional Stakeholder Panel
Interview with business leaders, IT leadership, and compliance partners to assess collaboration and change enablement capabilities
Final Executive Interview
Senior leadership conversation on cultural fit, operating model vision, and long-term impact potential
Interested in this role?
Apply now and hear back within days, not weeks.
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About CRM & Lifecycle Roles
CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.