Director of Customer Excellence & Sales Process Optimization

NewAge Industries, Inc.; Northern (KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

NewAge Industries, Inc. seeks a Director of Customer Excellence to design, optimize, and scale the Commercial System within the NewAge Way framework. You will own sales processes, CRM governance, reporting, and field enablement to maximize customer experience and field efficiency.

The role requires 8+ years in sales operations in pharma/life sciences, with strong CRM expertise and governance experience. Onsite at Southampton, PA for the first year, with potential hybrid work thereafter.

Qualifications

• 8+ years in Sales Operations or Commercial Operations within pharmaceutical or life sciences.
• Proven track record designing and improving sales processes in a regulated commercial environment.
• Strong knowledge of CRM platforms (HubSpot, Salesforce) and field productivity tools.
• Experience developing SOPs, governance frameworks, and operational documentation.
• Strong analytical skills and familiarity with pharma data (IQVIA, claims data).
• Ability to lead cross-functional initiatives and manage complex workflow optimization projects.

Responsibilities

• Design and maintain a standardized, compliant end-to-end sales process.
• Identify inefficiencies and bottlenecks; implement process improvements.
• Establish process governance, documentation, and SOPs for repeatability.
• Drive adoption of best-practice call activity, targeting, and account planning.
• Partner with Marketing, Market Access, and Compliance to stay compliant.

Skills

Sales Operations

Pharma industry

CRM platforms

Process improvement

SOPs & governance

Data analytics

Cross-functional leadership

Forecasting

Education

MBA

Tools

HubSpot

Salesforce

Job description

NewAge Industries, Inc. seeks a Director of Customer Excellence to design, optimize, and scale the Commercial System within the NewAge Way framework. You will own sales processes, CRM governance, reporting, and field enablement to maximize customer experience and field efficiency.

The role requires 8+ years in sales operations in pharma/life sciences, with strong CRM expertise and governance experience. Onsite at Southampton, PA for the first year, with potential hybrid work thereafter.