Director, IT Commercial Systems and CRM Operations – Global Commercial Technology
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Job Description
Director leading CRM operations and commercial technology for BeOne, a global oncology company developing affordable cancer treatments. Guiding next-generation CRM migration, governance, platform stability, and commercial technology transformation.
Responsibilities:
- Lead operational management of US and JPAC commercial technology platforms supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience.
- Partner with business stakeholders to establish technology roadmaps aligned with corporate and commercial objectives.
- Advise senior business leaders and translate strategic priorities into scalable technology solutions.
- Drive continuous improvement in platform performance, user experience, and operational efficiency.
- Own operational oversight for field-enabling CRMs and related commercial technology platforms.
- Ensure platform reliability, availability, performance, compliance, and governance.
- Oversee enhancements, configuration changes, integrations, upgrades, system monitoring, incidents, issue resolution, and root-cause analysis.
- Manage stakeholder relationships, requirements gathering, prioritization, and demand management.
- Communicate technology investments, risks, dependencies, and delivery progress to executives.
- Establish and govern release management, change management, deployment governance, testing, validation, training, communication, and operational readiness.
- Apply architectural principles and partner with Enterprise and Solution Architecture teams on future-state strategies and integration frameworks.
- Review and approve CRM solution designs, integrations, data models, and platform enhancements.
- Define and monitor SLAs, KPIs, and operational metrics.
- Drive risk management, business continuity, platform resiliency, automation, process optimization, and cost reduction.
- Lead vendor management for managed service providers, implementation partners, and software vendors.
- Lead, mentor, and develop IT professionals and external partners.
- Manage staffing strategies, succession planning, performance management, and professional development.
- Support evaluation, selection, and implementation planning of the next-generation CRM platform.
- Lead operational readiness and transition planning for migration from the legacy CRM platform.
- Deliver CRM deployment milestones on schedule and within budget while maintaining stability, compliance, satisfaction, and adoption targets.
- Develop a multi-year roadmap for CRM and commercial technology operations.
- Build a high-performing organization supporting commercial growth and digital transformation.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or Business.
- 10+ years of progressive IT experience, including leadership roles supporting commercial systems within the pharmaceutical industry.
- 5+ years of people leadership experience managing technical/business-facing teams.
- 10+ years of hands-on experience in CRM technologies.
- Deep experience in Salesforce, Veeva, or similar CRMs within regulated environments.
- Expertise in Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, and associated commercial technology ecosystems.
- Experience leading or supporting CRM transformation programs, including implementation, deployment, or migration from legacy CRM platforms in pharmaceutical or life sciences organizations.
- Proven experience managing CRM migration activities, business process redesign, data migration, integration modernization, user adoption, change management, and post-deployment stabilization.
- Experience evaluating CRM platforms, technology selection, vendor assessment, roadmap development, and transition planning.
- Proven experience managing application operations, release management, platform governance, and stakeholder engagement.
- Strong understanding of pharmaceutical commercial processes, including Sales, Medical Affairs, Marketing, and Omnichannel Engagement.
- Experience managing external vendors, managed services providers, or integrated service providers.
- Excellent executive communication, presentation, negotiation, and influencing skills.
- Understanding of emerging technologies including AI, machine learning, customer intelligence, and digital engagement.
- Knowledge of pharmaceutical compliance requirements, including GxP, GDPR, HIPAA, and promotional review processes.
- Preferred: Master's degree in Information Systems, Business Administration, or related field.
- Preferred: Salesforce, Veeva, ITIL, Agile, PMP, or Architecture-related certifications.
- Experience supporting global commercial organizations across multiple regions and markets.
- Experience with Marketing Automation, Customer Data Platforms, Identity & Consent, Data Warehousing, Analytics, and Integration Platforms.
- Experience supporting global CRM deployments across multiple markets, business units, and regulatory environments.
- Minimal to moderate travel required, estimated at 10%.
Benefits:
- Annual bonus or incentive compensation plan eligibility (Commercial roles are eligible for an incentive compensation plan)
- Discretionary equity awards
- Employee Stock Purchase Plan
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- FSA/HSA
- Life Insurance
- Paid Time Off
- Wellness benefits
- Equal opportunity employer
- Reasonable accommodation in the job application process
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