Senior Director, CRM Strategy & Operations

BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.

The Senior Director, CRM Strategy & Operations will be responsible for shaping and executing BeOne’s global CRM vision — transforming CRM into a unified, intelligent, and compliant engagement platform that empowers field, marketing, and medical teams to deliver personalized, data-driven, and impactful customer experiences.

This leader will own the end-to-end CRM ecosystem — strategy, design, governance, operations, and innovation — ensuring it serves as a central enabler for customer insight, omnichannel orchestration, and field productivity across BeOne’s global markets.

This position will report to the VP, Global Commercial & Medical Affairs Technology and will partner closely with Sales, Marketing, Market Access, Medical Affairs functions across all geographies.

• Define and drive BeOne’s CRM North Star, ensuring alignment with commercial, medical, and digital transformation goals.
• Develop a multi-year CRM roadmap, spanning platform strategy, global template governance, and capability evolution.
• Partner with senior commercial and medical leaders to ensure CRM delivers measurable business outcomes — insight velocity, engagement quality, and operational efficiency.
• Lead CRM as part of the broader modular data and digital ecosystem, integrated with Data Warehouse, Marketing Cloud, and Analytics platforms.

• Own the global CRM platform strategy (e.g., Salesforce, Microsoft Dynamics, or modular ecosystem).
• Drive design for scalability, interoperability, and compliance, ensuring seamless integration across customer data, analytics, and marketing systems.
• Oversee platform innovation — incorporating AI, automation, and analytics to evolve CRM from a system of record to a system of intelligence.
• Ensure architectural alignment with BeOne’s enterprise data and digital standards.

• Lead the CRM Center of Excellence (CoE) and operations teams to ensure reliable, high-quality delivery of CRM capabilities globally.
• Establish standardized processes for configuration, release management, and change control.
• Manage vendor and partner relationships (system integrators, technology providers, data partners).
• Monitor platform performance, uptime, and user satisfaction; drive continuous improvement initiatives.

• Partner with Commercial Data Management and Analytics teams to ensure CRM data quality, governance, and insight integration.
• Embed compliance frameworks into CRM workflows (e.g., consent, activity tracking, promotional compliance, auditability).
• Ensure CRM data integrity supports trusted reporting and downstream analytics use cases.
• Champion data-driven CRM operations, leveraging dashboards and KPIs to measure adoption, engagement, and ROI.

• Lead CRM adoption and change management across field and headquarters teams.
• Oversee training, communications, and capability-building programs to maximize CRM usage and impact.
• Foster a culture of field-first design — simplifying workflows, surfacing insights, and automating manual tasks.
• Drive continuous feedback loops between users, business stakeholders, and IT for iterative improvement.

• Introduce AI-powered CRM capabilities (e.g., next-best-action, intelligent call planning, conversational insights).
• Partner with the Innovation & AI Enablement team to co-develop and scale use cases that enhance engagement effectiveness.
• Explore integration with patient and institutional ecosystems to enable a 360° stakeholder view.
• Stay ahead of emerging CRM and digital trends, guiding BeOne toward a modern, agile, and intelligent CRM landscape.

• Bachelors / Masters in Science or related field.

• Bachelor’s degree in Business, Life Sciences, Engineering, or Information…