Director, CRM Insights Enablement

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.

• 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.

• 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").

• 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.

• Enhance user experience and embed high-value visualizations.
• Drive UX simplification and optimization to ensure CRM remains a productivity multiplier for the field.

• 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.

• Support compliant orchestration across channels.
• Partner with governance bodies to ensure alignment with enterprise CRM governance, data standards, and compliance frameworks.

• 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.

• Implement privacy-by-design and AI governance.
• Ensure explainability, transparency, and human-in-the-loop controls for AI-driven recommendations.

• 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.

• 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 within large-scale CRM ecosystems (e.g., Salesforce, Veeva) and understanding of evolving CRM technologies and AI capabilities.
• Proven leadership as product owner for CRM-embedded insights, feedback systems, and agentic automation features.
• Minimum 3 years managing cross-functional programs and teams.
• Extensive experience with Veeva/Salesforce and integration with marketing automation/CDP platforms (e.g., SFMC, Adobe).
• Successful track record in enabling closed-loop measurement and field-deployable decision support in CRM.
• Experience guiding BI&T and offshore (Hyderabad) analytics/engineering teams to deliver scalable, robust solutions.

• Expertise in CRM data models, decision science outputs (KDA, MMx, NBA logic), and operationalization of AI-enabled copilots and agentic assistive features.
• Proven proficiency in automation, agentic frameworks, and feedback lifecycle management.
• Strong understanding of CRM…