Role: Director, CRM & Field Systems
Location: Cambridge, MA (Hybrid)
Duration: 5 months (W2 contract)
Pay rate: $134/hr. on W2.
Job Description:

• We are seeking an experienced Director, CRM & Field Systems to provide interim leadership for our Commercial Field Operations organization. This individual will own the operational management, governance, and enhancement of our Veeva CRM platform while partnering closely with Commercial Operations, IT, external vendors, and business stakeholders to ensure a stable, high-performing CRM ecosystem.
• This is a hands-on leadership role. In the immediate term, the successful candidate will lead the collection and documentation of technical business requirements for several strategic CRM initiatives while simultaneously overseeing day-to-day CRM operations and managing the supporting team.
• The ideal candidate has deep pharmaceutical CRM experience, has led Veeva CRM implementations and enhancements, and is comfortable operating at both the strategic and execution levels.

Key Responsibilities
CRM Leadership & Operations

• Serve as the business lead for the Veeva CRM platform within Commercial Field Operations.
• Lead and manage the CRM support team, providing direction, prioritization, coaching, and execution oversight.
• Own CRM governance, release planning, change management, issue prioritization, and platform health.
• Ensure operational excellence across user support, enhancements, system performance, and adoption.
• Act as the primary business partner to IT, architecture teams, implementation partners, and vendors.

Business & Technical Requirements

• Lead discovery sessions with business stakeholders to understand operational needs.
• Translate business requirements into detailed functional and technical requirements documentation.
• Create user stories, process flows, acceptance criteria, and implementation documentation.
• Partner with IT and development teams throughout design, build, testing, deployment, and hypercare.
• Support UAT planning, defect triage, and release readiness.

Cross-Functional Partnership

• Collaborate with Sales Leadership, Field Operations, Commercial Excellence, Data & Analytics, Omnichannel, and IT teams.
• Drive alignment across stakeholders while balancing business priorities and technical feasibility.
• Identify opportunities to improve CRM processes, field experience, and operational efficiency.
• Ensure appropriate governance and communication across ongoing initiatives.

Vendor & Project Management

• Manage external implementation partners and consulting resources.
• Track project timelines, risks, dependencies, and deliverables.
• Ensure projects are delivered on time and aligned to business objectives.

Required Qualifications

• 10+ years of experience supporting Commercial Operations or Field Operations within the pharmaceutical or biotech industry.
• Extensive experience implementing, enhancing, and managing Veeva CRM.
• Proven experience serving as the business owner or product owner for CRM platforms.
• Strong understanding of pharmaceutical commercial processes, including sales force operations, call reporting, Clienting, alignments, and customer engagement.
• Demonstrated experience gathering, documenting, and translating business requirements into technical specifications.
• Experience leading cross-functional teams and influencing senior stakeholders.
• Strong project management and organizational skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Previous experience leading large-scale Veeva CRM implementations or major transformation programs.
• Experience working closely with Commercial IT organizations.
• Familiarity with CRM integrations involving customer master, analytics, incentive compensation, digital engagement, and data platforms.
• Experience working within Agile delivery environments.
• Knowledge of Salesforce platform architecture is a plus.

Ideal Candidate Profile

• The successful candidate is a seasoned CRM leader who can quickly establish credibility with both business and technical stakeholders. They are equally comfortable discussing CRM strategy with senior leadership, managing an operational support team, documenting detailed functional requirements, and partnering with IT to deliver high-quality CRM capabilities.

#sczr2