The Challenge
Novartis is building a Customer 360 operating model across US commercial—and they need a visionary leader to own the CRM product strategy that drives this transformation. You'll set the enterprise vision, lead a top-tier product team, and be the trusted advisor to executive leadership on how CRM unlocks customer-centric innovation in life sciences.
Your Mission
Conduct stakeholder discovery with US Commercial leaders, IT, and IDS to clarify current CRM pain points and define strategic priorities
Build and structure your product strategy team with clear roles, operating cadences, and success definitions
Draft the 2-year CRM product vision and OKR framework aligned to Novartis business goals; secure VP and executive alignment
Audit the Salesforce and Veeva landscape at Novartis—identify capability gaps and modernization opportunities
Execute quarterly business reviews with key stakeholders; track adoption rates, business impact, and strategic value delivery across the CRM portfolio
Deliver a prioritized roadmap for CRM process improvements using traditional and agentic AI solutions; secure investment decisions
Build a cross-functional CRM transformation program with clear integration points for business process change and IT delivery
Evangelize CRM strategy across Sales, Commercial leadership, and the broader organization through forums, meetings, and thought leadership
KPIs You'll Own
CRM Adoption Rate
% of US Commercial users actively engaging with CRM systems monthly; target alignment to business goals.
OKR Achievement
Quarterly tracking of portfolio-level OKRs tied to business impact and strategic value delivery.
Process Efficiency Gains
Time savings and cost reduction from CRM-enabled process improvements and automation (traditional + agentic).
Stakeholder Alignment Score
Executive and cross-functional team confidence in CRM strategy direction; measured via surveys and feedback loops.
Resource ROI
Business value delivered per dollar of CRM investment; tracks balance between innovation and operational needs.
Tools & Stack
Your Team
Your Manager
VP, Head of CRM Product Management and Strategy
Current Team
Product strategy team (size TBD); embedded within Insights & Decision Science (IDS); cross-functional CRM, IT, and US Commercial teams
New role—building and leading a top-talent product strategy team from the ground up
The Package
Salary
$180K-$220K base
Remote
On-site in East Hanover, NJ; full-time permanent role
Benefits & Perks
Company Intelligence
Novartis is a global leader in healthcare leveraging advanced technology and data to deliver patient-centric solutions. The Insights & Decision Science (IDS) team drives data-informed decision-making across the organization. Novartis US is undergoing a major digital transformation centered on a Customer 360 operating model.
Customers
Global healthcare customers; focus on US Commercial market
Culture
Mission-driven, data-centric, collaborative, innovation-focused
Is This Role For You?
- You've led product strategy, CRM platform strategy, or enterprise transformation in pharma, life sciences, or complex B2B organizations
- You're fluent in Salesforce and/or Veeva ecosystems—and you understand how CRM drives commercial outcomes
- You thrive building and leading high-performing product teams and setting enterprise-wide vision and alignment
- You're comfortable balancing innovation with operational rigor; you can translate business goals into actionable product strategies and OKRs
- You excel at cross-functional collaboration, stakeholder management, and executive communication in matrix organizations
- You prefer hands-on product management execution over strategy, vision-setting, and team leadership
- You lack exposure to CRM platforms (Salesforce, Veeva) or enterprise B2B product strategy
- You're not comfortable with on-site, full-time work in East Hanover, NJ or unwilling to travel for stakeholder alignment
- You're uncomfortable with ambiguity in a transformation role—this requires defining strategy in a greenfield product practice
Interview Process
Phone Screen
Recruiter conversation on your CRM platform experience, product strategy background, and motivation for the role
Hiring Manager Interview
VP, Head of CRM Product Management & Strategy dives into your vision for CRM transformation and stakeholder alignment experience
Cross-Functional Panel
Conversations with IT leadership, Insights & Decision Science team, and US Commercial representatives to assess collaboration fit
Executive Interview
Final conversation with senior leadership on your strategic thinking, communication, and ability to influence at scale
Interested in this role?
Apply now and hear back within days, not weeks.
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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.