Head of Commercial CRM & Customer Engagement Excellence (Director)
About This Role: As the Head of Commercial CRM & Customer Engagement Excellence for North America at Biogen, you will play a crucial role in shaping the enterprise Commercial CRM vision and optimizing field commercial execution. You will be responsible for driving the roadmap for marketing and customer engagement technologies, ensuring that Field Commercial teams are equipped with best-in-class tools, insights, and processes. This position integrates strategy, operations, technology, and analytics to deliver a seamless, compliant, and customer-centric experience. You will serve as the enterprise owner of Commercial Veeva CRM/Vault (Field) and collaborate closely with Commercial, IT, Data & Analytics, Compliance, and Brand teams. Your efforts will translate business needs into scalable solutions, improving HCP engagement, field productivity, and customer experience. As a trusted advisor to senior commercial leadership, you will play a critical role in shaping the future of customer engagement, commercial effectiveness, and digital enablement across the organization.
What You’ll Do:
- 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.
Who You Are: You are a strategic thinker with a deep understanding of commercial CRM platforms and field force automation. Your strong communication skills and executive presence make you a trusted advisor to senior leadership. You thrive in cross-functional environments and have a proven track record of leading transformation initiatives. Your analytical mindset allows you to translate complex business needs into technical solutions. You are passionate about optimizing field commercial execution and improving customer engagement.
Required Skills:
- 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.
- Excellent communication, executive presence, and stakeholder management skills.
Preferred Skills:
- People management experience.
- Product launch experience.
- Analytical skillset or experience to evaluate options objectively with strong executive presence.
Additional Information
Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.
Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.
In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial, emotional, and social well-being; including, but not limited to:
- Medical, Dental, Vision, & Life insurances
- Fitness & Wellness programs including a fitness reimbursement
- Short- and Long-Term Disability insurance
- A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
- Up to 12 company paid holidays + 3 paid days off for Personal Significance
- 80 hours of sick time per calendar year
- Paid Maternity and Parental Leave benefit
- 401(k) program participation with company matched contributions
- Employee stock purchase plan
- Tuition reimbursement of up to $10,000 per calendar year
- Employee Resource Groups participation
Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about Biogen.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.