Director – Global CRM Business Strategy, Enablement

Role Overview

• Define and lead the enterprise CRM strategy and roadmap, ensuring alignment with CX goals, digital data strategy, and campaign needs.
• Develop and implement a comprehensive CRM strategy that supports BioMarin’s business objectives and enhances customer engagement.
• Define and prioritize CRM initiatives across Business Units and regions for efficient resource allocation and timely execution.
• Oversee the entire CRM lifecycle, from requirements gathering to deployment, ongoing optimization, and future enhancements.
• Collaborate with therapeutic area leads, digital peers, and their respective teams to ensure the CRM system supports unique business needs.
• Act as a trusted advisor, guiding business units on leveraging CRM capabilities for customer engagement strategies.
• Ensure CRM functionalities are aligned with business unit goals to maximize impact on sales and marketing.
• Lead business ownership of CRM tools (including Veeva, Salesforce, and other key life sciences CRM systems), driving adoption, governance, and integration with omnichannel engagement platforms.
• Ensure optimization of HCP and patient engagement via adaptation of segmentation, dynamic targeting, next-best-action logic, alerts / suggestions implementation, campaign tagging & attribution, and closed-loop measurement.
• Ensure activation of fit for purpose CRM capabilities for cross-functional team engagement, task and targets management.
• Partner with IT to define CRM business needs and ensure alignment with global Veeva/Salesforce standards.
• Monitor key CRM metrics and identify areas for system performance improvement.
• Collaborate with cross-functional teams (sales, marketing, medical) to ensure seamless integration of CRM strategies across departments.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Information Systems, or a related field; MBA preferred.
• 10+ years of experience in CRM strategy development or management within the biotech/pharmaceutical industry or a similarly regulated environment.
• Proven experience working with Veeva, Salesforce (or similar platforms) at an enterprise level for configuration management and optimization.
• Experience with CRM configuration, management, and optimization, as well as integration with marketing automation tools (e.g., Salesforce Marketing Cloud, Marketo).
• Strong understanding of CRM systems (e.g., Veeva, Salesforce) and their integration with marketing automation tools (e.g., SFMC, Marketo).
• Strong understanding of pharma / life sciences CRM use cases, commercial workflows and customer types & lifecycle management.
• Excellent analytical skills with the ability to turn data into actionable insights for strategic decision-making.
• Exceptional communication skills for collaborating across matrixed organizations with diverse stakeholders (Sales, Marketing, and IT).
• Demonstrated ability to lead cross-functional projects from concept through execution in a fast-paced environment.
• Strong advocate for efficiency tools such as Microsoft Copilot to make the most use of time.

Tech Stack

• Cloud

Benefits

• Equal Opportunity Employer/Veterans/Disabled