Director, CRM Insights Enablement

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Summary:

The Director, CRM Insights Enablement is a strategic leadership role responsible for transforming how data-driven insights are embedded into CRM to power more effective field engagement and decision-making. This role drives the integration of advanced analytics, AI, and omnichannel insights into seamless, user-friendly CRM experiences that support both commercial and medical teams.

Operating with a strong product mindset, the Director defines the vision, roadmap, and operating model for next-generation CRM insights capabilities, ensuring alignment with enterprise commercial strategy and customer experience goals.

This position works cross-functionally with business leaders, analytics, and technology teams to deliver scalable, AI-enabled solutions that improve engagement quality, accelerate decision-making, and enhance customer outcomes.

Responsibilities:

Enterprise CRM Insights Strategy & Roadmap

* Own the strategic development and execution of CRM Insights Enablement, leveraging agentic frameworks and automation to deliver seamless, high-value intelligence.

* Align roadmap with customer experience (CX), digital transformation, and omnichannel priorities.

* Prioritize capabilities based on measurable impact on engagement quality and field effectiveness.

* Build and maintain a transparent, continuously evolving CRM insights roadmap aligned with broader CRM/product strategy and business priorities.

* Drive clear prioritization frameworks (e.g., impact vs. effort, adoption, ROI) to optimize investment decisions.

Actionable Insight Integration & Pre-Call Planning

* Integrate actionable, AI-driven pre-call insights at HCP and territory levels, ensuring direct CRM connectivity for TAS and MSL field planning.

* Ensure insights are embedded in intuitive, workflow-aligned experiences that minimize friction and maximize adoption ("insights in the flow of work").

Agentic Automation & Closed-Loop Feedback Enablement

* Enable structured and unstructured closed-loop feedback collection from field interactions.

* Leverage next-generation AI approaches (including agentic and generative AI) to continuously learn from feedback and improve recommendations at scale.

CRM User Experience, Visualization, & Transformation

* Enhance user experience and embed high-value visualizations.

* Drive UX simplification and optimization to ensure CRM remains a productivity multiplier for the field.

Measurement, Impact, & Reporting

* Automate capture and analysis of key impact metrics.

* Establish and track a comprehensive product performance framework, including adoption, usage, engagement quality, delivery metrics (e.g., backlog health, release outcomes), and business impact.

* Provide regular updates to leadership on progress, risks, and opportunities.

Compliant Data Integration & Channel Orchestration

* Support compliant orchestration across channels.

* Partner with governance bodies to ensure alignment with enterprise CRM governance, data standards, and compliance frameworks.

Field & Medical Enablement

* Design optimal CRM experiences and drive adoption.

* Actively drive adoption and behavior change through structured enablement, communication, and feedback loops.

* Evangelize CRM insights capabilities and impact across business stakeholders and leadership forums.

Governance, Privacy & Trust

* Implement privacy-by-design and AI governance.

* Ensure explainability, transparency, and human-in-the-loop controls for AI-driven recommendations.

Cross-Functional Leadership & Change Management

* Act as a connector across teams.

* Build strong partnerships across business, analytics, and IT to ensure alignment on priorities, delivery, and long-term transformation goals.

Qualifications:

* Bachelor's degree in Business, Information Systems, Data Science, Statistics, or related field required.

* MBA or MS preferred.

* Minimum 8 years in CRM analytics, commercial insights, omnichannel measurement, or digital analytics in pharma/biotech or comparably regulated industry.

* Proven success driving CRM transformation initiatives, including insights enablement, adoption, and measurable business impact.

Experience working…