Director – Global CRM Business Strategy & Enablement

Scorpion Therapeutics; Lázaro Cárdenas; Presencial; MXN 1,200,000 - 1,600,000; Jornada completa

Descripción de la vacante

A leading biotechnology company in Mexico is seeking a Director, Global CRM Business Lead to shape and execute the enterprise CRM strategy. This strategic role will oversee initiatives for customer engagement, working with business units and IT to optimize CRM tools and processes. The ideal candidate will have over 10 years of experience in CRM within regulated industries and a strong understanding of CRM systems like Veeva and Salesforce. This position offers a unique opportunity to lead CRM efforts across global markets.

Formación

• 10+ years of experience in CRM strategy development or management within the biotech/pharmaceutical industry.
• Proven experience with enterprise level configuration management and optimization of CRM systems.
• Strong analytical skills for turning data into actionable insights.

Responsabilidades

• Define and lead the enterprise CRM strategy and roadmap.
• Oversee the CRM lifecycle, from requirements gathering to ongoing optimization.
• Collaborate with cross-functional teams to ensure seamless integration of CRM strategies.

Conocimientos

CRM systems understanding

Analytical skills

Communication skills

Cross-functional project leadership

Efficiency tools advocacy

Educación

Bachelor's degree in Business Administration, Marketing, Information Systems

MBA (preferred)

Herramientas

Veeva

Salesforce

Salesforce Marketing Cloud

Marketo

Descripción del empleo

Role Summary

BioMarin is seeking an experienced and strategic leader to serve as the Director, Global CRM Business Lead. This role is critical in shaping and executing the company’s enterprise CRM strategy and roadmap, ensuring engagement alignment with customer experience goals, digital data strategy, and campaign needs. The position will partner with Business Units, Commercial IT, Insights & Analytics and Performance & Planning teams to lead the CRM initiatives, governance, processes and new ways of working for the global markets.

Responsibilities

• Strategic Leadership: Define and lead the enterprise CRM strategy and roadmap, ensuring alignment with CX goals, digital data strategy, and campaign needs.
• Strategic Leadership: Develop and implement a comprehensive CRM strategy that supports BioMarin’s business objectives and enhances customer engagement.
• Strategic Leadership: Define and prioritize CRM initiatives across Business Units and regions for efficient resource allocation and timely execution.
• Strategic Leadership: Oversee the entire CRM lifecycle, from requirements gathering to deployment, ongoing optimization, and future enhancements.
• Business Unit Partnership & Alignment: Collaborate with therapeutic area leads, digital peers, and their respective teams to ensure the CRM system supports unique business needs.
• Business Unit Partnership & Alignment: Act as a trusted advisor, guiding business units on leveraging CRM capabilities for customer engagement strategies.
• Business Unit Partnership & Alignment: Ensure CRM functionalities are aligned with business unit goals to maximize impact on sales and marketing.
• CRM Tools Ownership & Omnichannel Integration: 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.
• CRM Tools Ownership & Omnichannel Integration: 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.
• CRM Tools Ownership & Omnichannel Integration: Ensure activation of fit for purpose CRM capabilities for cross-functional team engagement, task and targets management.
• IT Collaboration & Configuration: Partner with IT to define CRM business needs and ensure alignment with global Veeva/Salesforce standards.
• IT Collaboration & Configuration: Implement technology and integration changes for cross-functional needs, system scalability, and stability.
• IT Collaboration & Configuration: Collaborate on CRM upgrades, integrations, and new functionalities to meet evolving business requirements.
• Field Enablement & Usability: Optimize role-based CRM views, dashboards, and workflows to provide actionable information for field teams.
• Field Enablement & Usability: Work with sales enablement to ensure field representatives have the tools needed for effective customer engagement.
• Field Enablement & Usability: Identify opportunities to improve usability through streamlined workflows and enhanced system design.
• Data Analysis & Reporting: Monitor key CRM metrics and identify areas for system performance improvement.
• Data Analysis & Reporting: Analyze CRM data to extract insights that inform both strategic and operational decisions.
• Data Analysis & Reporting: Develop standardized reports to track performance and share insights with stakeholders.
• Stakeholder Management: Collaborate with cross-functional teams (sales, marketing, medical) to ensure seamless integration of CRM strategies across departments.
• Stakeholder Management: Represent the value of the CRM system within the organization by communicating its impact on business outcomes to leadership teams.
• Stakeholder Management: Address stakeholder concerns related to CRM systems or processes in a timely and effective manner.
• Stakeholder Management: Drive field support frameworks & office hours for CRM user base.

Qualifications

• Education:
  • Bachelor’s degree in Business Administration, Marketing, Information Systems, or a related field; MBA preferred.
• Experience:
  • 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).
• Required Skills:
  • 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.
• Preferred Skills:
  • Familiarity with rare disease therapeutic areas or specialty pharma marketing practices.
  • Experience managing complex system integrations or global Veeva & Salesforce implementations.