Associate Director, Commercial Operations - Enterprise CRM

Job Overview

We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Associate Director, Commercial Operations - Enterprise CRM that will enable field force effectiveness, enhance HCP engagement, and ensure seamless integration of commercial data, media and processes for field teams. As a leader within the Commercial Operations team, the ideal candidate brings deep knowledge of the pharmaceutical industry, field force workflows, Veeva CRM capabilities and leading/developing a strategic team.

Job Duties and Responsibilities

• Define and execute the Veeva CRM roadmap aligned with commercial and medical strategies.
• Establish governance processes to ensure data quality, compliance (e.g. PDRP, GDPR, CCPA), and system integrity.
• Serve as the primary business owner of Veeva CRM, ensuring alignment with commercial goals.
• Lead the configuration design, deployment, and continuous improvement of Veeva CRM modules (e.g., Veeva CRM, CLM, Approved Email, Engage).
• Collaborate with Commercial IT and third-party vendors to manage system enhancements, integrations (e.g., MDM, data warehouses), and issue resolution.
• Ensure seamless integration with other commercial platforms (e.g., Veeva Vault, Salesforce Marketing Cloud, BI tools).
• Partner with Sales, Marketing, and Field Medical teams to translate business needs into CRM functionality.
• Support territory alignment, call planning, and multichannel engagement strategies.
• Monitor and improve field adoption through training, feedback loops, and change management.
• Support development and maintenance of dashboards and KPIs to track field activity, HCP engagement, and CRM utilization.
• Collaborate with Commercial Analytics to generate actionable insights from CRM data, as well as Commercial Reporting to identify metrics for integration in ongoing reporting.
• Drive continuous improvement through data-driven recommendations.
• Direct the Enterprise CRM team by providing guidance and mentorship, while ensuring ample opportunities for learning and that career goals are met
• Act with speed, agility, and accountability, while adapting to evolving business needs
• Cultivate meaningful internal and external partnerships, adding value and insights for the organization

Key Core Competencies

• Strategic thinking and ability to align CRM capabilities with business goals.
• Keen ability to prioritize competing requests keeping the focus on business priority
• Strong project management and stakeholder engagement skills.
• Excellent communication and cross-functional collaboration.
• Analytical mindset with ability to derive insights from CRM data.
• Deep understanding of pharmaceutical sales models and compliance requirements
• Proven success leading and developing a team

Education and Experience

• Bachelor's Degree
• Minimum 10 – 15 years (w/o Masters) or 8 – 12 years (with Master’s) of relevant experience in biotech or pharmaceutical industry
• 7+ years experience with Salesforce.com and/or Veeva
• Extensive knowledge Veeva ecosystem (Vault PromoMats, CLM, Network, OpenData, Align and Vault CRM)
• Extensive knowledge of MS Excel, Access and PowerPoint required. Experience with Tableau and/or other BI tools preferred

The base salary range for this role is $144,880 to $181,100. Base salary is part of our total rewards package which also includes the opportunity for merit-based salary increases, short incentive plan participation, eligibility for our 401(k) plan, medical, dental, vision, life and disability insurances and leaves provided in line with your work state. Our robust time-off policy includes flexible paid time off, 11 paid holidays plus additional time off for a shut-down period during the last week of December, 80 hours of paid sick time upon hire and each year thereafter.  Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Confidential Data: All information (written, verbal, electronic, etc.) that an employee encounters is considered confidential.

Compliance: Achieve and maintain Compliance with all applicable regulatory, legal and operational rules and procedures, by ensuring that all plans and activities for and on behalf of Sumitomo Pharma America (SMPA) and affiliates are carried out with the "best" industry practices and the highest ethical standards.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Mental/Physical Requirements: Fast paced environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Excellent written and oral communication skills required. Requires ability to use a personal computer for extended periods of time.

Sumitomo Pharma America (SMPA) is an Equal Employment Opportunity (EEO) employer

Qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.