Associate Director, CRM & Field Platforms

About This Role:

As the Associate Director, CRM & Field Platforms, you will play a pivotal strategic role in shaping the future of Biogen's customer engagement ecosystem by leading the strategy, governance, evolution, and adoption of CRM and field technology platforms across the North America organization. This role serves as the business owner and strategic leader for Biogen's CRM and Field Platform capabilities, ensuring that customer-facing teams are equipped with scalable, compliant, and innovative technology solutions that enable exceptional customer engagement and operational excellence.

You will lead the ongoing evolution of Veeva CRM and related field technologies, driving platform optimization, business process transformation, and seamless integration across Commercial, Medical, Market Access, Patient Services, and other customer-facing functions. Acting as the primary liaison between business stakeholders, IT, Digital, Data & AI, Compliance, and external technology partners, you will be responsible for translating business needs into strategic technology roadmaps while accelerating the adoption of next-generation capabilities, including AI-enabled workflows, intelligent customer engagement, automation, and productivity-enhancing solutions.

This critical leadership position sits within North America Commercial Operations and will play a central role in driving organizational transformation through technology modernization, digital innovation, customer-centric platform design, and future-state CRM capabilities. Beyond platform ownership, this role will help redefine how customer-facing teams leverage technology, data, and artificial intelligence to maximize customer engagement effectiveness, improve user experience, and deliver business impact.

Develop and lead the North America CRM and Field Platform strategy, roadmap, and governance model. Serve as the business owner and strategic lead for Veeva CRM and associated field technologies. Build and execute multi-year platform roadmaps aligned with Commercial, Medical, Market Access, and enterprise priorities. Establish platform governance processes that balance innovation, scalability, compliance, and user experience. Drive prioritization of platform enhancements, releases, investments, and capability expansion initiatives.

Lead continuous optimization of CRM workflows, data capture processes, customer engagement capabilities, and field user experiences. Drive adoption and utilization of CRM capabilities across multiple customer-facing organizations. Partner closely with field leadership and business stakeholders to ensure CRM functionality aligns with business priorities and customer engagement models. Evaluate and deploy emerging Veeva capabilities that improve field effectiveness and operational efficiency.

Partner with Digital, IT, and Data & AI teams to identify, pilot, and scale AI-enabled CRM capabilities. Lead implementation of intelligent workflows, workflow automation, digital assistants, and advanced engagement tools. Develop and oversee CRM integration strategy across the broader commercial technology ecosystem. Lead cross-functional initiatives involving data integration, interoperability, user experience enhancement, and process optimization. Lead CRM-driven business transformation initiatives that modernize working models and customer engagement processes.

Manage strategic relationships with Veeva and other external technology partners.

You are a strategic technology and business leader who understands how customer-facing organizations leverage technology to create meaningful customer engagements and drive business performance. You possess deep CRM expertise, strong business acumen, and a passion for innovation. You excel at translating complex business needs into scalable technology solutions and can effectively engage stakeholders ranging from frontline field leaders to senior executives.

You understand that technology transformation is ultimately about people, adoption, and outcomes. You are equally comfortable discussing Veeva architecture, AI strategy, organizational change, customer engagement workflows, and commercial business priorities. You bring an enterprise mindset and a relentless focus on continuous improvement, user experience, and business impact.

Bachelor's degree required;
Advanced degree (MBA, MSc, Information Systems, Engineering, Technology, Business, or related field) preferred. 10+…