Novartis
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Executive Director, CRM Innovation Labs
role at
Novartis .
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. The role sets the vision for CRM Labs, builds and leads a high‑performing team focused on piloting, scaling, and operationalizing next‑generation CRM capabilities. The ED partners with business and IT leadership to define innovation priorities, drive rapid prototyping, and embed best practices in agile delivery, governance, and change enablement. Deep collaboration across the organization ensures 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 specializing in innovation, prototyping, and agile delivery.
Develop and implement best‑practice frameworks for piloting, scaling, and operationalizing 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, prioritize, and deliver high‑impact CRM pilots and innovations.
Build and scale strategic partnerships with vendors, startups, 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.), as well as best practices across industries.
Evangelize the impact of CRM Labs across the organization (e.g., stakeholder meetings, leadership forums, and Sales meetings).
Essential Requirements Education (minimum/desirable): Bachelor’s degree in related field is required; Master of Science and/or MBA preferred.
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 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 optimization of multi‑platform environments.
Strong background in training delivery teams on new tools, platforms, and methodologies, ensuring successful transition of pilots into production.
Experience operationalizing 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 programs, including multi‑region rollouts, localization, and scaling innovation across geographies.
Compensation The pay range for this position at commencement of employment is expected to be between $204,400.00 and $379,600.00 per year. While salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments. Final pay determinations will depend on various factors, including but not limited to geographical location, experience level, knowledge, skills, and abilities. The total compensation package may include a sign‑on bonus, restricted stock units, discretionary awards, and a full range of medical, financial, and other benefits such as 401(k) eligibility and paid time off (vacation, sick time, parental leave). If hired, the employee will be in an “at‑will” position and the Company reserves the right to modify base salary and other discretionary compensation at any time.
Why Novartis Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting, and inspiring each other, we combine to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?
Our People & Culture .
Join our Novartis Network Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up:
Novartis Talent Network .
Benefits and Rewards Read our handbook to learn about all the ways we’ll help you thrive personally and professionally:
Benefits & Rewards .
EEO Statement The 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, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.
Accessibility & Reasonable Accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please send an e‑mail to
Career.Recruiting@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.
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Executive Director, CRM Innovation Labs
role at
Novartis .
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. The role sets the vision for CRM Labs, builds and leads a high‑performing team focused on piloting, scaling, and operationalizing next‑generation CRM capabilities. The ED partners with business and IT leadership to define innovation priorities, drive rapid prototyping, and embed best practices in agile delivery, governance, and change enablement. Deep collaboration across the organization ensures 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 specializing in innovation, prototyping, and agile delivery.
Develop and implement best‑practice frameworks for piloting, scaling, and operationalizing 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, prioritize, and deliver high‑impact CRM pilots and innovations.
Build and scale strategic partnerships with vendors, startups, 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.), as well as best practices across industries.
Evangelize the impact of CRM Labs across the organization (e.g., stakeholder meetings, leadership forums, and Sales meetings).
Essential Requirements Education (minimum/desirable): Bachelor’s degree in related field is required; Master of Science and/or MBA preferred.
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 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 optimization of multi‑platform environments.
Strong background in training delivery teams on new tools, platforms, and methodologies, ensuring successful transition of pilots into production.
Experience operationalizing 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 programs, including multi‑region rollouts, localization, and scaling innovation across geographies.
Compensation The pay range for this position at commencement of employment is expected to be between $204,400.00 and $379,600.00 per year. While salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments. Final pay determinations will depend on various factors, including but not limited to geographical location, experience level, knowledge, skills, and abilities. The total compensation package may include a sign‑on bonus, restricted stock units, discretionary awards, and a full range of medical, financial, and other benefits such as 401(k) eligibility and paid time off (vacation, sick time, parental leave). If hired, the employee will be in an “at‑will” position and the Company reserves the right to modify base salary and other discretionary compensation at any time.
Why Novartis Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting, and inspiring each other, we combine to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?
Our People & Culture .
Join our Novartis Network Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up:
Novartis Talent Network .
Benefits and Rewards Read our handbook to learn about all the ways we’ll help you thrive personally and professionally:
Benefits & Rewards .
EEO Statement The 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, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.
Accessibility & Reasonable Accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please send an e‑mail to
Career.Recruiting@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.
#J-18808-Ljbffr