Director, US CRM Commercial Strategy

SUMMARYThe Director, US CRM Commercial Strategy & Innovation is a senior executive responsible for architecting and delivering the CRM vision to accelerate commercial growth, drive commercial excellence, enhance customer engagement, and establish competitive advantage for the US Commercial organization. This leader is accountable for driving measurable business outcomes—revenue growth, customer retention, operational efficiency, and commercial excellence—through strategic leadership, innovative use of agentic AI, and rigorous execution of a multi-year CRM roadmap. Reporting to the Head of US Sales Digital Solutions, the Director leads a specialized team, including CRM Sales Business Owner, CRM Operational Owner, CRM Service Manager and a Digital Service Experience Lead whose scope extends beyond CRM to encompass digital customer experience, web platforms, and self-serve modalities. The Director is responsible for ensuring CRM strategy and innovation are harmonized with broader digital sales and service initiatives to maximize commercial excellence and customer outcomes. Change management is coordinated collaboratively, with business owners responsible for driving adoption within their domains and partnering with a dedicated cross-product change manager outside the CRM organization. POSITION RESPONSIBILITIES Strategic Vision, Commercial Excellence & Business Impact Architect and own the CRM strategy and roadmap, directly aligned with US commercial growth objectives, commercial excellence standards, and customer experience priorities. Define, track, and deliver against clear KPIs—revenue impact, customer retention, CRM adoption, operational efficiency, commercial excellence, and AI-driven value realization. Serve as the principal advisor and strategic partner to senior commercial leaders, shaping CRM investments and priorities to maximize business value and commercial excellence. Digital Sales and Service Integration & Collaboration Ensure CRM strategy and innovation are integrated with the organization's broader digital sales and service vision—including customer web platforms, NGSE, self-serve modalities, and digital marketing initiatives. Support and integrate CRM capabilities with digital sales, service, and marketing platforms to optimize the end-to-end customer and commercial journey, driving commercial excellence and business impactInnovation & Agentic AI Leadership Champion the adoption and scaling of agentic AI solutions, identifying and implementing transformative use cases that drive measurable commercial impact and excellence. Foster an innovation-driven culture, encouraging experimentation and rapid learning to accelerate business outcomes and industry differentiation.Executive & Cross-Functional Influence Build and sustain strong relationships with senior leaders across sales, service, marketing, ZTD, and enabling functions to ensure CRM and digital commercial initiatives are integrated and business-aligned. Lead cross-functional teams to deliver seamless, high-impact solutions that span the commercial organization and elevate commercial excellence. Drive consensus, alignment, and buy-in for CRM strategy and change initiatives at all levels. Team Leadership & Organizational Development Inspire, develop, and empower a high-performing team by setting clear expectations for ownership, accountability, and impact, and coaching direct reports to act as change agents and drive transformation in their domains. Mobilize the organization around CRM's potential and deliver sustained business results and commercial excellence. Operational Excellence & Governance Oversee CRM platform operations to ensure exceptional usability, data quality, and commercial effectiveness. Govern project and enhancement requests rigorously, prioritizing initiatives based on business impact, strategic fit, and contribution to commercial excellence. Manage vendor and partner relationships to deliver best-in-class CRM capabilities. Empower business owners to lead change within their respective domains, coordinating closely with a cross-product change management manager to drive adoption and transformation across the organization. ORGANIZATIONAL RELATIONSHIPSUS Commercial Leadership Team Others DDS Teams Marketing, Sales, and Service Leaders ZTD External vendors and technology partners EDUCATION AND EXPERIENCE REQUIREMENTSRequired: Bachelor's degree in Business, Marketing, Information Systems, or related field. Minimum 10 years' experience in CRM strategy, commercial operations, or digital transformation. Proven leadership experience in managing cross-functional teams and driving organizational change. Experience with agentic AI, digital sales/service platforms, and CRM technologies (Salesforce preferred).  Preferred: Master's degree (MBA or relevant field). Experience in large-scale commercial organizations, preferably in life sciences or pharmaceuticals. Certification in CRM platforms (e.g., Salesforce), change management, or project management (Agile, PMP). TECHNICAL SKILLS REQUIREMENTSDeep expertise in CRM platforms  Knowledge of agentic AI and its commercial applications Strong data analytics and KPI tracking skills Excellent oral, written communication, and presentation skills Familiarity with digital sales/service platforms, web technologies, and customer experience tools Project management skills Vendor and partner management experience PHYSICAL SKILLS REQURIEMENTSTypical office environment; hybrid work options available Ability to travel, mostly domestically as needed (