Senior Director, CFC CRM Lifecycle & Value Lead

Role Summary

The Senior Director, CFC CRM Platform Lifecycle & Value Lead is accountable for the post‑launch, business‑as‑usual ownership of the CFC CRM platform across all live markets. This role reports directly to the CFC & Marketing CRM Product Portfolio Lead within the Chief Marketing Office (CMO). This role ensures the platform is embedded, adopted, operated, and continuously optimized to deliver sustained business value, while remaining stable, compliant, and scalable over time.

The role owns the operational lifecycle of CFC CRM once markets are live, including stabilization following migration, ongoing prioritization of market needs, BAU configuration and enhancements, adoption and enablement, operational processes, and success measurement. Acting as the primary bridge between global product strategy and market execution, this leader ensures global capabilities translate into effective, locally embedded solutions. Working closely with regional and market teams, the role manages the intake and prioritization of one‑off market requests, oversees last‑mile configuration, and ensures readiness across UAT, training, change management, and operational processes.

The role is accountable for ensuring CRM releases are not only delivered but successfully adopted and sustained within day‑to‑day CFC workflows.

The Senior Director partners with Data, Digital, Legal, Compliance, and Integration teams to ensure local data realities, operational processes, and regulatory requirements are addressed within global standards and guardrails. They ensure integrations, data flows, and AI‑enabled capabilities are operationally supported, scalable, and sustainable, not just designed. In close partnership with the CFC CRM Product Leader, this role supports a single, integrated CRM roadmap by operationalizing endorsed releases, measuring outcomes, feeding adoption insights back into product planning, and ensuring the platform continues to deliver measurable value across all live markets.

• Own the post‑launch lifecycle management of CFC CRM across global markets.
• Be accountable for platform availability, reliability, performance, and scalability.
• Manages current CFC CRM ecosystem roadmaps & coexistence with legacy CRM environments, ensuring continuity, direction and risk mitigation.
• Make trade‑off decisions where precedent may not exist with stakeholder input
• Drive measurable value realization from CRM investments (adoption, productivity, commercial impact).
• Establish level metrics and reporting for BAU health and value delivery within the CFC technology ecosystem.
• Ensure CRM outcomes align to commercial strategy, not just technology success.
• Define and mature the global CFC CRM operating model & governance, balancing innovation with stability.
• Own technology BAU roadmap across support, enhancements, release readiness, and optimization.
• Reduce market‑by‑market variance through harmonization and repeatable patterns.
• Define and govern standards for content, workflows, configuration, data, and operations within the CFC CRM ecosystem
• Ensure CFC CRM is embedded into CFC day‑to‑day workflows.
• Cross‑Functional Enterprise Orchestration.
• Act as the single BAU orchestration point for CFC CRM across Commercial, Medical, CMO, Digital, Data, Compliance, and Markets.
• Resolve cross‑functional dependencies and risks impacting platform stability and value.
• Roadmap Partnership & Ecosystem Evolution.
• Partner with the CFC CRM Product Leader on a single, integrated roadmap.
• Own operationalization, handover, and sustainment of roadmap items post‑launch.

• BA Required; MBA or equivalent Master’s-level education preferred
• A minimum of 12+ years of experience in the pharmaceutical industry, preferably in managing diverse/global teams
• Demonstrated capability in carrying out process excellence, knowledge management and project management.
• Demonstrated experience working and/or supporting global or above markets.
• Experience leading and understanding agile ways of working and product development lifecycle.
• Ability to navigate consumer privacy and / or healthcare data landscape at scale
• Deep understanding and passion for CRM…