Director, Platform Enablement

Summary

Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient‑centric solutions, enhance customer engagement, and drive innovation.

The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. The US CRM organization sits within IDS and plays a crucial role in driving the transformation to a Customer 360 operating model.

Reporting to the Executive Director, CRM Adoption & Enablement, this role serves as the enablement lead for one or many functions, responsible for translating CRM capabilities into practical, intuitive, and high‑impact experiences that drive sustained adoption and commercial value for field teams and/or internal users.

The Director, Platform Enablement is responsible for driving CRM adoption and enablement for teams across Novartis US. This role ensures that users are equipped with the training, tools, and real‑world support needed to effectively leverage CRM capabilities in their customer and partner interactions and workflows.

This position will be located at the East Hanover, NJ site and will not be eligible for remote work. It requires approximately 15% travel (domestic and/or international).

There are 4 positions available.

• Develop and execute a comprehensive enablement strategy for users, aligned with CRM transformation goals and function‑specific objectives
• Design and deliver role‑specific training programs, job aids, and enablement resources tailored to different user personas, including field sales and customer engagement workflows
• Align enablement strategy with commercial performance goals such as targeting effectiveness, call execution quality, and customer engagement metrics
• Design and implement train‑the‑trainer sessions to build internal expertise and scale enablement efforts. Empower selected field leaders and subject‑matter experts to deliver training, coach peers, and reinforce CRM adoption across teams.
• Partner with Medical, Sales and Commercial leadership and enablement teams to understand user needs, pain points, and adoption barriers specific to customer‑facing interactions
• Drive AI and on‑platform strategies to deliver best‑in‑class enablement outcomes, leveraging advanced analytics, automation, and platform‑native capabilities to enhance training, support, and adoption.

• Own and drive adoption KPIs, establishing metrics that reflect sustained CRM engagement and commercial impact
• Drive sustained adoption of CRM capabilities through proactive engagement, coaching, and field support
• Conduct field engagement activities (e.g., ride‑along, field feedback sessions) to create practical, field‑ready enablement and understand real‑world challenges
• Monitor adoption metrics and user feedback to identify gaps and continuously improve enablement approaches
• Collaborate with CRM product teams to advocate for field user needs and influence platform enhancements

• Partner with Communications to ensure users receive timely, relevant messaging about CRM updates and initiatives
• Collaborate with other Platform Enablement leads to share best practices and ensure consistency across enablement programs
• Coordinate with IT, training, and commercial operations teams to synchronize enablement activities with system rollouts and sales cycles
• Engage in matrix leadership across a diverse portfolio of stakeholders without direct authority

• Establish enablement governance standards to ensure quality, consistency, and field impact
• Track and report on vertical adoption KPIs, training completion, user satisfaction, and field‑driven commercial metrics for function‑specific audiences
• Present enablement progress and insights to executive leadership and commercial stakeholders
• Partner with the Executive Director to drive sustained adoption of CRM capabilities

• Bachelor's degree required;
  Master’s degree, MBA, or…