Associate Director CRM Platforms

Key Responsibilities 

• Own and refine the product backlog by translating business needs into prioritised, well-defined user stories.

• Validate functional designs and configurations against business requirements, ensuring harmonisation, compliance, and alignment to global standards.

• Partner with cross-functional teams and stakeholders to define business processes and enable seamless integration across systems and channels.

• Bring subject-matter expertise across CRM modules (e.g., call planning, segmentation and targeting, journey orchestration and engagement, and omnichannel capabilities).

• Contribute to backlog prioritisation, sprint planning, and acceptance criteria, working closely with development and delivery teams.

• Review and validate system builds, support UAT, and help drive business readiness for deployment.

• Spot process gaps, risks, and improvement opportunities, and drive continuous optimisation of CRM capabilities.

• Enable change, training, and adoption by sharing product insights and supporting an effective rollout.

• Serve as a go-to point of contact for subject-matter questions, enabling clarity, alignment, and timely decision-making.

• Lead business demonstrations that showcase new CRM capabilities and connect features to end-to-end business processes.

Essential Requirements 

• 10–12 years’ relevant experience in technology delivery and/or software development.

• Strong experience with pharma CRM platforms, including a deep understanding of core modules and processes.

• Experience working in Agile delivery models, including backlog management, sprint planning, and stakeholder collaboration across global teams.

• Strong stakeholder management and communication skills, with the ability to influence senior leaders and build alignment across markets.

• Proven ability to lead cross-functional teams in global or multi-market environments.

• Excellent communication and facilitation skills, including experience engaging stakeholders at executive level.

Desirable Requirements 

• Experience leading major transformation programmes with internal teams and external implementation partners.
• Experience with Veeva/Salesforce CRM or other large-scale CRM platforms.

• Experience in pharma, commercial excellence, and/or multi-market transformation environments.