Novartis Group Companies
Executive Director, CRM Innovation Labs
Novartis Group Companies, East Hanover, New Jersey, us, 07936
Job Description Summary
This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely.
Reporting into the VP, Head of CRM Product Management and Strategy, the Executive Director, CRM Labs is responsible for leading the innovation engine of the US CRM transformation. This role sets the vision for CRM Labs, builds and leads a high‑performing team focused on piloting, scaling, and operationalising next‑generation CRM capabilities. The Executive Director partners with business and IT leadership to define innovation priorities, drive rapid prototyping, and embed best practices in agile delivery, governance and change enablement. The role requires deep collaboration across the organization to ensure cross‑functional alignment and successful transformation.
Key Responsibilities
Lead the CRM Labs function
to drive innovation, pilot new CRM capabilities and accelerate enterprise transformation.
Define and execute the CRM Labs strategy and vision
in alignment with Novartis business goals and the broader CRM transformation roadmap.
Drive meaningful impact
as success in this role will be measured by granular innovation metrics, including ROI on pilots, speed and effectiveness of experimentation cycles, business value delivered, stakeholder satisfaction, cost savings and efficiency gains.
Build and lead a top‑talent CRM Labs team
specialising in innovation, prototyping and agile delivery.
Develop and implement best‑practice frameworks
for piloting, scaling and operationalising CRM solutions across diverse user groups and business functions.
Establish and manage a governance structure
for CRM Labs, ensuring clear decision rights, escalation processes and accountability for innovation initiatives.
Collaborate with business unit leaders, IT, IDS and external partners
to identify, prioritise and deliver high‑impact CRM pilots and innovations.
Build and scale strategic partnerships
with vendors, start‑ups and industry leaders. Experience scouting, evaluating and integrating best‑in‑class solutions to accelerate CRM innovation and enterprise transformation.
Maintain a deep understanding of CRM workflows, user personas and platform capabilities
(Salesforce, Veeva, etc.) and best practices across industries.
Evangelise the impact of CRM Labs
across the organisation (e.g. stakeholder meetings, leadership forums and sales meetings).
Essential Requirements Education Minimum: Bachelor’s degree in a related field. Desired: Master of Science and/or MBA.
Experience The successful candidate will bring a robust blend of strategic vision, technical mastery and hands‑on leadership in CRM innovation. Experience should span enterprise‑scale transformation, advanced CRM platforms (including both Salesforce and non‑Salesforce technologies) and a proven ability to drive breakthrough solutions from concept to production. A track record of cross‑functional collaboration, governance and change enablement in complex, regulated environments is essential.
Additional qualifications
10+ years of progressive experience
in CRM innovation, product strategy or technology leadership roles, ideally within pharmaceutical, healthcare or enterprise‑scale commercial sectors.
Proven success leading large‑scale CRM transformation initiatives
including piloting and scaling enterprise platforms such as Salesforce (including Agentforce), Veeva, Data Cloud and sales and marketing solutions across diverse user groups and business functions.
Deep expertise in emerging technologies
– AI/ML, automation, Salesforce Data Cloud/Agentforce and non‑Salesforce customer engagement platforms with a track record of running proof‑of‑concept projects and rapid experimentation cycles.
Experience driving innovation in both Salesforce and non‑Salesforce CRM ecosystems
including integration, migration and optimisation of multi‑platform environments.
Strong background in training delivery teams
on new tools, platforms and methodologies, ensuring successful transition of pilots into production.
Experience operationalising innovation frameworks
including agile delivery, rapid prototyping and feedback loops with end users and stakeholders.
Advanced knowledge of CRM data models, integration architectures and performance management tools
with a focus on actionable insights and business value delivery.
Experience with global CRM programmes
including multi‑region roll‑outs, localisation and scaling innovation across geographies.
The pay range for this position at the commencement of employment is expected to be between $204,400.00 and $379,600.00 per year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Final pay determinations will depend on various factors including geographical location, experience level, knowledge, skills and abilities. The total compensation package may also include other elements such as a sign‑on bonus, restricted stock units and discretionary awards in addition to a full range of medical, financial and other benefits (including 401(k) eligibility and various paid time off benefits such as vacation, sick time and parental leave). Details of participation will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at‑will” position and the Company reserves the right to modify base salary or other discretionary payment or compensation programme at any time, including for reasons related to individual performance, Company or individual department/team performance and market factors.
EEO Statement Novartis Group of Companies are Equal‑Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability or any other legally protected status.
Accessibility and reasonable accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation for any part of the application process or to perform the essential functions of a position, please email
us.reasonableaccommodations@novartis.com
or call +1(877)395‑2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Salary Range $204,400.00 – $379,600.00
Skills Desired Advertising Campaigns, Brand Awareness, Brand Management, Data Analytics, Digital Marketing, Email Marketing, Go‑To‑Market Strategy, Marketing Communications, Marketing Strategy, Market Research, Press Releases, Social Media, Strategic Marketing
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Reporting into the VP, Head of CRM Product Management and Strategy, the Executive Director, CRM Labs is responsible for leading the innovation engine of the US CRM transformation. This role sets the vision for CRM Labs, builds and leads a high‑performing team focused on piloting, scaling, and operationalising next‑generation CRM capabilities. The Executive Director partners with business and IT leadership to define innovation priorities, drive rapid prototyping, and embed best practices in agile delivery, governance and change enablement. The role requires deep collaboration across the organization to ensure cross‑functional alignment and successful transformation.
Key Responsibilities
Lead the CRM Labs function
to drive innovation, pilot new CRM capabilities and accelerate enterprise transformation.
Define and execute the CRM Labs strategy and vision
in alignment with Novartis business goals and the broader CRM transformation roadmap.
Drive meaningful impact
as success in this role will be measured by granular innovation metrics, including ROI on pilots, speed and effectiveness of experimentation cycles, business value delivered, stakeholder satisfaction, cost savings and efficiency gains.
Build and lead a top‑talent CRM Labs team
specialising in innovation, prototyping and agile delivery.
Develop and implement best‑practice frameworks
for piloting, scaling and operationalising CRM solutions across diverse user groups and business functions.
Establish and manage a governance structure
for CRM Labs, ensuring clear decision rights, escalation processes and accountability for innovation initiatives.
Collaborate with business unit leaders, IT, IDS and external partners
to identify, prioritise and deliver high‑impact CRM pilots and innovations.
Build and scale strategic partnerships
with vendors, start‑ups and industry leaders. Experience scouting, evaluating and integrating best‑in‑class solutions to accelerate CRM innovation and enterprise transformation.
Maintain a deep understanding of CRM workflows, user personas and platform capabilities
(Salesforce, Veeva, etc.) and best practices across industries.
Evangelise the impact of CRM Labs
across the organisation (e.g. stakeholder meetings, leadership forums and sales meetings).
Essential Requirements Education Minimum: Bachelor’s degree in a related field. Desired: Master of Science and/or MBA.
Experience The successful candidate will bring a robust blend of strategic vision, technical mastery and hands‑on leadership in CRM innovation. Experience should span enterprise‑scale transformation, advanced CRM platforms (including both Salesforce and non‑Salesforce technologies) and a proven ability to drive breakthrough solutions from concept to production. A track record of cross‑functional collaboration, governance and change enablement in complex, regulated environments is essential.
Additional qualifications
10+ years of progressive experience
in CRM innovation, product strategy or technology leadership roles, ideally within pharmaceutical, healthcare or enterprise‑scale commercial sectors.
Proven success leading large‑scale CRM transformation initiatives
including piloting and scaling enterprise platforms such as Salesforce (including Agentforce), Veeva, Data Cloud and sales and marketing solutions across diverse user groups and business functions.
Deep expertise in emerging technologies
– AI/ML, automation, Salesforce Data Cloud/Agentforce and non‑Salesforce customer engagement platforms with a track record of running proof‑of‑concept projects and rapid experimentation cycles.
Experience driving innovation in both Salesforce and non‑Salesforce CRM ecosystems
including integration, migration and optimisation of multi‑platform environments.
Strong background in training delivery teams
on new tools, platforms and methodologies, ensuring successful transition of pilots into production.
Experience operationalising innovation frameworks
including agile delivery, rapid prototyping and feedback loops with end users and stakeholders.
Advanced knowledge of CRM data models, integration architectures and performance management tools
with a focus on actionable insights and business value delivery.
Experience with global CRM programmes
including multi‑region roll‑outs, localisation and scaling innovation across geographies.
The pay range for this position at the commencement of employment is expected to be between $204,400.00 and $379,600.00 per year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Final pay determinations will depend on various factors including geographical location, experience level, knowledge, skills and abilities. The total compensation package may also include other elements such as a sign‑on bonus, restricted stock units and discretionary awards in addition to a full range of medical, financial and other benefits (including 401(k) eligibility and various paid time off benefits such as vacation, sick time and parental leave). Details of participation will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at‑will” position and the Company reserves the right to modify base salary or other discretionary payment or compensation programme at any time, including for reasons related to individual performance, Company or individual department/team performance and market factors.
EEO Statement Novartis Group of Companies are Equal‑Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability or any other legally protected status.
Accessibility and reasonable accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation for any part of the application process or to perform the essential functions of a position, please email
us.reasonableaccommodations@novartis.com
or call +1(877)395‑2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Salary Range $204,400.00 – $379,600.00
Skills Desired Advertising Campaigns, Brand Awareness, Brand Management, Data Analytics, Digital Marketing, Email Marketing, Go‑To‑Market Strategy, Marketing Communications, Marketing Strategy, Market Research, Press Releases, Social Media, Strategic Marketing
#J-18808-Ljbffr