CRM Strategy & Field Engagement Leader

Biogen, Inc.; Cambridge (MA); On-site; USD 196,000 - 270,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Wellness programs

Paid time off

401(k) match

Employee stock purchase plan

Tuition reimbursement

Job summary

Biogen is seeking a strategic Head of Commercial CRM & Customer Engagement Excellence for North America. This role shapes the enterprise CRM vision, drives the roadmap for Veeva CRM/Vault, and aligns with Marketing, IT, Data & Analytics, Compliance, and Brand teams to optimize field operations and customer engagement.

You will lead requirements, design solutions, and deploy CRM capabilities while evaluating AI and digital tools to enhance omnichannel engagement.

Qualifications

• Bachelor’s degree.
• 7+ years of experience in the pharma/biotech industry.
• 4+ years of experience with Veeva CRM, including Field Commercial modules; experience with Veeva Vault, PromoMats, Align, and/or Veeva Data Cloud strongly preferred.
• Proven track record of leading CRM transformations, field platforms programs, or omnichannel capability builds.
• Strong understanding of HCP engagement models, field medical workflows, compliance requirements, and specialty/rare disease commercial models.
• Experience partnering with IT and Data teams to deliver integrated, scalable technology solutions.
• Demonstrated ability to lead cross-functional teams, influence senior stakeholders, and drive enterprise-level change.
• Strong analytical mindset with the ability to translate business needs into technical requirements.

Responsibilities

• Own the enterprise CRM strategy across Field Commercial, ensuring alignment with business priorities and customer engagement goals.
• Define and manage the roadmap for Veeva CRM (Commercial), Veeva Vault, and integrated marketing technologies tools.
• Lead requirements gathering, solution design, and deployment of new CRM capabilities, enhancements, and integrations.
• Evaluate emerging technologies, AI capabilities, and digital tools to enhance field effectiveness and omnichannel engagement.
• Partner with Marketing, Digital, and Data teams to enable field tools such as Veeva Suggestions & My Insights for campaign execution.
• Ensure CRM and marketing technologies integrate seamlessly with data platforms, content systems, and analytics environments.
• Serve as the primary business owner for field tools that enable and inform Field Operations processes.
• Drive continuous improvement of field-facing tools, reporting, and insights to maximize productivity and impact.
• Lead change management, communication, and training strategies for CRM and field-enablement initiatives.
• Establish governance frameworks for CRM usage, data standards, and system enhancements.
• Regularly enhance and deploy field communication capabilities for clear and compliant access to materials and information.

Skills

CRM strategy

Veeva CRM

Stakeholder management

Cross-functional leadership

Analytical mindset

Executive presence

Education

Bachelor’s degree

Tools

Veeva Vault

PromoMats

Align

Veeva Data Cloud

Job description

Biogen is seeking a strategic Head of Commercial CRM & Customer Engagement Excellence for North America. This role shapes the enterprise CRM vision, drives the roadmap for Veeva CRM/Vault, and aligns with Marketing, IT, Data & Analytics, Compliance, and Brand teams to optimize field operations and customer engagement.

You will lead requirements, design solutions, and deploy CRM capabilities while evaluating AI and digital tools to enhance omnichannel engagement.