CRM Lead

Make your mark for patients

We are looking for a Insights to Impact CRM Lead who is intellectually curious, self-driven, and adaptable to join our Ecosystems Operations team, based in our Atlanta, Georgia office in the United States. This hybrid position requires a minimum of 40% on site presence.

You will manage the CRM system from a business perspective, being the central contact for all strategic, tactical, and training related issues for the CRM system. The I2I CRM Lead integrates perspectives from end users across the organization and leads their team to deliver optimal user experience and drive the development of new capabilities.

You will work with Sales, Marketing, Medical, Market Access, Compliance, Customer Data Operations Team, Brand teams, Operations, IT and other internal end users. Externally, you will work with our CRM software provider, as well as consultants and vendors.

• Lead and develop a CRM team: Manage, coach, and support CRM Business Partners, handling all aspects of people management.
• Drive collaboration: Build strong relationships across departments (sales, marketing, medical, market access, etc.) and externally to ensure effective CRM evolution and alignment.
• Strategic partnership: Work closely with the external CRM software provider, IT system owner, and Patient Value Unit stakeholders to shape the CRM system’s long-term roadmap and strategic decisions.
• Architect the future of our global CRM ecosystem: by leading the evaluation, selection, and operationalization of our next-generation CRM platform (Veeva or Salesforce) as our current Veeva/SF partnership sunsets within the next five years.
• Collaborate with global and regional stakeholders: (including IT, business units, and external partners) to shape the CRM roadmap, operationalize the migration, and deliver a scalable, future-ready solution.
• Oversee system changes: Coordinate with IT to plan, deliver, and adopt updates, modifications, and best practices.
• Champion user experience: Identify and act on opportunities to improve end user experience, respond to user inquiries, and ensure high engagement and value from the CRM system.
• Governance and compliance: Act as Process Data Owner, document policies, lead the CRM Change Advisory Board, and ensure compliance with business procedures.
• Training: Own the creation, delivery, and certification of end user training for the CRM system.
• Data integration: Partner with the Customer Data Operations team to ensure seamless integration between sales incentive compensation, CRM, and reporting systems.

• Minimum Education, Qualifications, Skills
• Bachelor’s degree or higher in finance, business, or engineering or any of relevant discipline such as Business technology, Information management, Business analytics, Operations management, or MBA
• 10+ years minimum experience working in the Pharmaceutical industry
• 5+ years minimum experience working with a CRM system
• Project management experience working in a cross functional team
• Experience with platform migrations or large-scale implementations
• Familiarity with CRM governance and data compliance standards
• Excellent communication and negotiating skills with people at different levels (both verbal and written)

Internal applicants should be in their current job for at least 12 months, must meet performance standards and are not on formal corrective/disciplinary process (PIP), warning, final warning, or compliance warning letters within the last 12 months. Please inform your Manager or your Talent Partner before applying to any internal job opportunities.

Unless explicitly stated in the description, this role is hybrid with 40% of your time spent in the office, regardless of your current contractual agreement. If your current working arrangements differ, please contact your Talent Partner to discuss before submitting your application.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable federal, state, or local law. UCB invites you to…