CRM Process Manager - Pharma industry

M&S Consulting seeks an accomplished product management leader with experience and demonstrated success transforming CRM capabilities within commercial operations for a large Pharma client. Strong innovation, partnership, and intellectual maturity are needed. A comprehensive understanding of best practices in CRM Data and AI applications is key to success in this role.

Essential Requirements:

• Bachelor's degree in related field is required; Master of Science and/or MBA preferred
• Proven success in driving product management capabilities for large-scale CRM implementations.
• 5-7+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors
• Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data360, Core platform), Veeva, and the major and evolving players in the ecosystem.
• Understanding of CRM, AI, and Data platforms and architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies).
• Experience being accountable for the operations of product management including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation.
• Excellent communication skills with the ability to build stakeholder buy-in and alignment.
• Experience in AI-supported product management techniques including LLM supported user-story creation and process mapping
• Ability to foster cross-functional alignment of key stakeholders to create/support a streamlined and collaborative commercial CRM strategy.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
• Ability to adapt strategies and approaches in a rapidly evolving technological landscape.

Job Responsibilities:

Reporting to CRM Product Management Team, CRM Product Owner/BA supports the strategy, development, and delivery of priority CRM capabilities across the US CRM ecosystem. This role translate customer and field needs into clear requirements, manage a prioritized backlog, and drive execution through agile delivery. The role helps improve how client engages customers by prioritizing process improvements through scalable technology enhancements, analytics, and user experience updates - while ensuring solutions meet governance, privacy, and compliance expectations.

Accountabilities:

• Own and deliver a defined product area: Lead end-to-end delivery of assigned CRM capabilities, such as field productivity, customer engagement workflows, and medical engagement, from discovery through release, hypercare, enhancements, and ongoing maintenance.
• Translate business needs into requirements: Partner with stakeholders to gather, document, and translate insights into prioritized product features define user stories, acceptance criteria, and success measures.
• Manage and refine the backlog: Maintain a healthy backlog (prioritization, refinement cadence, dependencies, definition of ready/done) aligned to quarterly/PI planning and stakeholder priorities.
• Drive disciplined agile execution: Work with delivery teams to plan, execute, and track work; remove blockers; manage scope trade-offs; and ensure predictable, high-quality releases.
• Improve processes and user experience: Identify pain points in current workflows and propose enhancements; validate solutions with users; and support change adoption with clear documentation and enablement.
• Partner across business and IT: Coordinate with CRM product managers, architecture, analytics, privacy/legal, and commercial/medical stakeholders to align on requirements, sequencing, and release readiness.
• Ensure governance, privacy, and compliance: Follow established governance processes and support risk assessments to ensure best in class solutions meet regulatory, privacy, security, and data standards.
• Mentor and coordinate delivery resources: Provide day-to-day direction to extended team members (e.g., analysts, contractors) and contribute to capability building across the product owner community.
• Support change enablement and adoption: Partner with training and communications leads to ensure releases are understood, adopted, and measured; incorporate feedback into iterative improvements.
• Communicate status and outcomes: Provide concise updates on roadmap items, risks, decisions needed, and measurable outcomes to product management leadership and stakeholders.
• Contribute to product strategy and continuous improvement: Demonstrate a deep understanding of market & industry trends, user feedback, and performance data to inform roadmap recommendations and operational improvements.
• Maintain platform and domain awareness: Stay current on CRM platforms (e.g., Salesforce, Veeva) and evolving best practices; apply learnings pragmatically within the clientsecosystem.

Key Performance Indicators:

• Value delivered: Demonstrate measurable outcomes for the owned capabilities (e.g., time saved, improved data quality, increased engagement) aligned to agreed KPIs.
• Release predictability and quality: Deliver on committed release timelines and scope with strong quality (defect rates, post-release stability, and support volume).
• Backlog health: Maintain an actionable, prioritized backlog with clear user stories and acceptance criteria; manage dependencies and technical debt transparently.
• Adoption and user satisfaction: Support adoption and satisfaction for released features (training completion, usage analytics, stakeholder feedback/CSAT).
• Process improvement outcomes: Deliver documented workflow improvements with measurable benefit; ensure changes are sustained through standard operating practices.
• Stakeholder alignment: Achieve timely decisions and alignment across key partners; minimize rework through strong discovery and clear documentation.
• Governance and compliance: Ensure deliverables follow established governance, privacy, and compliance processes with audit-ready documentation.
• Team effectiveness: Receive strong feedback from delivery teams and stakeholders on clarity, collaboration, and execution; contribute to a positive, high-performing team culture.
• Communication and enablement: Provide clear release notes, training/support materials, and stakeholder updates that improve readiness and adoption.
• Cost awareness: Support cost-conscious delivery by identifying scalable/enterprise wide opportunities, avoiding unnecessary customization, and escalating risks/impacts early.
• Operational rigor: Maintain accurate documentation, decision logs, and delivery reporting to support transparency and operational excellence.

*M&S Consulting proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a protected veteran, or any other characteristic protected by law.

Originally posted on Himalayas