Director, CRM Product Lead
AbbVie
Summary
The Director, CRM Product Leader owns the CRM product vision, strategy, and roadmap for the US commercial organization. This leader oversees a team of dedicated Product Owners accountable for ensuring the CRM platform meets current and future business needs, while building product management discipline and fostering a culture of customer-centric, user-focused, and data-informed decision-making. The Director, CRM Product Leader partners closely with business and IT leadership to build a robust CRM foundation and drive transformational change across the US commercial organization.
Job description
Purpose
The Director, CRM Product Leader owns the CRM product vision, strategy, and roadmap for the US commercial organization. This leader oversees a team of dedicated Product Owners accountable for ensuring the CRM platform meets current and future business needs, while building product management discipline and fostering a culture of customer-centric, user-focused, and data-informed decision-making. The Director, CRM Product Leader partners closely with business and IT leadership to build a robust CRM foundation and drive transformational change across the US commercial organization.
Primary Responsibilities
Product Strategy & Delivery
- Serve as Product Owner for the CRM platform across the US commercial organization, owning the roadmap, release planning, and strategic priorities.
- Lead CRM product strategy for the NextGen CRM program by defining the future-state vision and translating it into scalable platform requirements and business processes.
- Own documentation and decision frameworks for NextGen CRM processes, ensuring clarity, traceability, and alignment across the US business.
- Champion advanced CRM technologies, including AI, and innovative processes that improve customer engagement, generate actionable insights, and reflect emerging industry trends.
- Gather and interpret business requirements, translating them into technology-enabled system enhancements and process improvements grounded in analytics and best practices.
- Conduct build-versus-buy analyses and prioritize investments to maximize the value of the CRM platform and related technologies.
- Lead design reviews and sprint demonstrations to ensure the product reflects field and business needs before deployment.
- Maintain strong product management discipline to deliver predictable, high-quality releases and support continuous improvement.
Leadership & Collaboration
- Oversee Product Owners supporting US Therapeutics, ensuring alignment with enterprise strategy and delivery standards.
- Lead, mentor, and develop the Product Owner team through coaching, performance guidance, and career development support.
- Facilitate collaboration between senior business leaders and cross-functional teams to secure input, feedback, and alignment on CRM initiatives.
- Partner with the Associate Director, CRM Activation, on deployment planning and field readiness to integrate product and activation strategies.
- Communicate roadmap updates, release decisions, and strategic direction clearly and consistently to senior leadership, field stakeholders, and key forums.
- Promote the CRM strategy and its organizational impact through stakeholder meetings, leadership forums, and targeted communications.
- Enable change by aligning stakeholders, proactively identifying risks, and removing barriers to successful adoption and sustained progress.
- Assess business processes and capability gaps; design, implement, and scale data-driven and technology-enabled improvements.
Governance & Compliance
- Establish and enforce governance frameworks to ensure CRM initiatives comply with applicable regulatory, privacy, and data requirements.
- Manage product delivery risks and cross-vertical dependencies, making risk-informed decisions that minimize disruption and maintain momentum.
- Ensure product decisions, process documentation, and platform configurations align with enterprise standards and governance protocols.
Requirements
- Bachelor's Degree required
- 10+ years of relevant experience across field leadership, marketing, and analytics
- Prior 3-5 years' experience in field or functional leadership and/or business management or consulting
- Experience with AI-enabled CRM capabilities, data analytics, and digital customer engagement is highly desirable
- Deep familiarity with CRM platforms, particularly Salesforce and/or Veeva, and the broader commercial technology ecosystem
- Previous experience leading broad organizational change initiatives, navigating new ways of working, building positive, accountable, and highly engaged team culture
- Knowledge and deep understanding of overall business operations in pharma/biotech and healthcare industry
- Strong understanding of industry legal, analytical and compliance landscape and ability to apply to diverse situations to keenly evaluate risk and develop appropriate risk mitigation strategies
- Demonstrated leadership ability to develop and drive an organizational strategy in a very complex matrix internal and external environment
- Ability to lead without authority, driving through execution across multiple functionally diverse stakeholders
- Sophisticated skills for coaching, training, and/or mentoring peers or others as assigned
Benefits
- Paid Time Off
- Medical, Dental & Vision Insurance
- 401(k)
- Long-Term Incentive Programs
Company overview
AbbVie is a global biopharmaceutical company that discovers, develops, and markets advanced therapies for some of the world's most complex and serious diseases. Founded in 2013 as a spin-off from Abbott Laboratories, AbbVie has established itself as a leader in immunology, oncology, neuroscience, eye care, and virology. The company's flagship product, Humira (adalimumab), was one of the world's top-selling drugs for treating autoimmune conditions like rheumatoid arthritis and Crohn's disease. AbbVie maintains a robust pipeline of innovative medicines and has expanded its portfolio through strategic acquisitions, including Allergan in 2020. With research facilities across the United States and globally, AbbVie focuses on advancing science to improve patient outcomes while maintaining strong commercial operations worldwide. The company operates with a patient-centric approach and invests significantly in research and development to address unmet medical needs across multiple therapeutic areas.