Director, International CRM Intelligence – Insights Strategy

• Serve as the International CRM intelligence lead, translating customer, campaign and market data into recommendations shaping CRM strategy and next-best-action
• Surface market-level insight into global strategy for priority brands and markets
• Lead predictive and diagnostic analytics measuring CRM effectiveness across segmentation, propensity, lifetime value, churn, channel preference, engagement and conversion
• Define CRM requirements for data quality, product segmentation and audience attributes, and steward their fitness for personalization and AI-enabled engagement
• Diagnose and
  *** escalate
  * ** data gaps blocking CRM activation with Data & Audience Strategy and data engineering
• Apply generative and agentic AI to accelerate insight generation, reporting and synthesis
• Design and maintain reusable prompts, analytical agents and skills for faster, self-service insight
• Partner with the KPI Council and Business Insights & Reporting on CRM KPIs and measures of trust and performance for AI-generated content and agentic journeys
• Define and evolve CRM-specific dashboards and self-service insight across priority brands and markets
• Lead international and regional CRM research, opportunity valuation, market sizing, segmentation, lifetime value, cross-sell and new-market analyses
• Define and socialize CRM data collection and management best practices, including consent, ePermissions, list management, database quality and hygiene
• Stay current on regional privacy and responsible-AI guidance
• Collaborate with CRM strategists, Data & Audience Strategy, Applied Intelligence & Insight, Digital, regional commercial teams and GLocal teams
• Report to the International CRM Strategy Lead

• Bachelor's degree with 10+ years of relevant experience
• Hands-on proficiency with a customer analytics platform (e.g., Adobe Analytics or Google Analytics)
• Strong SQL experience, including independently writing, joining and optimizing complex queries across relational databases
• Demonstrated AI fluency
• Working understanding of machine-learning approaches applicable to CRM audiences, including segmentation, propensity / next-best-action, churn and uplift
• Experience turning data into decisions and defining commercial and marketing recommendations that drive measurable results
• Experience defining and implementing regional analytics and reporting strategies and scaling international capabilities to local markets
• Intermediate or advanced experience with data and analytics
• Understanding of CDP, audience attributes, data quality and governance foundations
• Experience partnering with Legal and Compliance on data, privacy and consent across markets
• Exceptional interpersonal skills and ability to work in a matrixed environment
• Strong executive presence and ability to influence senior leaders
• Strong analytical, problem-solving, writing, presentation, influencing, project, time-management and organizational skills
• Fluent in English (written and spoken)
• Masters degree (preferred)
• Hands-on experience with CDP and audience platforms such as Salesforce Data Cloud or Salesforce Marketing Cloud (preferred)
• Predictive / decisioning tooling experience (preferred)
• Advanced SQL across multiple complex databases (preferred)
• Experience defining measurement or governance frameworks for AI-generated content or agentic customer journeys (preferred)
• Broad knowledge of the pharmaceutical and healthcare environment and international direct-response marketing (preferred)
• Candidates must be authorized to be employed in the U.S. by any employer
• This position requires permanent work authorization in the United States
• Occasional travel (≤20%)
• Time zone flexibility;
  North American time zone preferred and EU time zone possible

Demonstrates expertise in CRM strategy development, leveraging customer analytics and AI to drive actionable insights and measurable outcomes. Proficient in data quality management, audience segmentation, and compliance within the pharmaceutical and healthcare sectors.

• Customer Analytics Platform Proficiency
• Strong SQL Experience
• AI Fluency
• Data Quality Management
• Predictive Analytics Experience

• Customer Analytics
• SQL
• Data Analysis
• Machine Learning
• Predictive Analytics
• Data Governance
• Segmentation
• Churn Analysis
• Audience Attributes
• Reporting Strategies

• Interpersonal Skills
• Influencing Skills
• Problem-Solving Skills
• Organizational Skills
• Time Management Skills

• Pharmaceutical
• Healthcare
• Direct-Response Marketing
• Data Privacy
• Consent Management

• Adobe Analytics
• Google Analytics
• Salesforce Data Cloud
• Salesforce Marketing Cloud
• CDP