Executive Director, CRM Enablement Business Product Owner

Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Summary:

The Executive Director is responsible for owning, from a Commercialization perspective, Bristol Myers Squibb’s CRM enablement capabilities. This role defines and executes the product roadmap that enables field and digital teams to deliver coordinated, compliant, and personalized engagement across Oncology, Cardiovascular, Neurology Therapeutic Areas.

The Executive Director will be responsible for leading the translation of commercialization strategies and customer journeys into platform capabilities, configurations, and standards that scale across brands and channels. They will lead the design, build, and optimization of capabilities to deliver patient and HCP campaigns and journeys, ensuring robust data, segmentation, and testing practices are in place. This role will partner closely with Marketing, Sales, Medical, Market Access, Business Insights and Technology, and the broader stakeholders to ensure CRM, marketing automation, and omnichannel orchestration solutions are integrated, reliable, and easy to use.

The Executive Director will ensure that strong processes, quality controls, and documentation will be created to support high-volume execution. They will be accountable for adoption, performance, and continuous improvement of CRM, marketing automation, and omnichannel orchestration capabilities, including measurement and reporting of business impact. This role is a key enabler of next-best-action capabilities.

Responsibilities:

Own CRM, Marketing Automation, and Omnichannel Orchestration Product Strategy and Roadmap

• Define the product vision and roadmap for Bristol Myers Squibb’s commercialization CRM, marketing automation, and orchestration capabilities (e.g., CRM, Marketing Cloud, CDP).

• Align platform strategy with Commercialization priorities, Therapeutic Area launch plans, and the broader omnichannel capability roadmap.

• Continuously assess user needs, platform performance, and industry best practices to update and refine the roadmap.

Lead Platform Configuration, Capability Build and Optimization

• Oversee platform configurations to support omnichannel execution across personal and non personal channels enabling data capture and compliant engagement.

• Define standard templates, components, and reusable assets (e.g., journeys, automations, segmentation logic) to drive consistency, speed, and scale.

• Work with Business Insights and Technology and vendors to implement new features, integrations, and enhancements, including testing and deployment governance.

Manage Platform Data, Segmentation and Personalization

• Partner with Business Insights and Technology and Commercialization Data team to define data structures, attributes, and segments used across platforms

• Embed tagging, taxonomy, and segmentation logic (working closely with the Taxonomy & Tagging COE) to enable personalization and measurement.

• Ensure data quality, consent and preference management, and proper use of identifiers to support accurate targeting and reporting.

Integrate CRM / MA with Omnichannel Engine and Analytics

• Drive integration across systems working with Business Insights and Technology to ensure capabilities are integrated with orchestration, web, and reporting platforms.

• Support the operationalization of next-best-engagement logic and other agentic capabilities through appropriate data flows and APIs.

• Ensure the platform design supports closed-loop measurement, from campaign execution to impact reporting.

Oversee Adoption, Training, and Change Management

• Hold team accountable to develop and execute adoption plans, training materials, and user guides for brand, field, and Business Insights and Technology teams

• Lead user forums, office hours, and feedback loops to continuously improve usability and support.

• Work with the Marketing and Field Capabilities teams to embed platform usage into standard ways of working (e.g., brand planning, campaign cycles).

Ensure Compliance, Privacy, and Quality Standards

• Partner with Legal, Regulatory, Compliance, and Privacy to ensure all CRM and marketing automation use is compliant with relevant regulations and data privacy requirements.

• Maintain SOPs, documentation, access controls, and audit trails for key CRM/MA processes.

• Oversee issue management (e.g., deliverability, data errors, platform defects) and coordinate timely resolution and root-cause prevention.

Lead and Develop the Team

• Set clear goals, expectations, operating norms, and development plans for the team.

• Foster a culture of operational excellence, curiosity, collaboration, and continuous improvement.

Manage Vendors, Partners, and Budget within Scope

• Oversee relationships with platform vendors, agencies, and implementation partners.

• Contribute to budgeting for capabilities (licenses, services, enhancements) and manage spend within agreed parameters.

• Track and report on vendor performance, SLAs, and value delivered.

Measure Performance and Support Value Realization

• Define and track KPIs for platform adoption, campaign performance, deliverability, and user satisfaction.

• Partner with Business Insights and Technology to quantify business impact of CRM and marketing automation efforts (e.g., engagement, conversion, impact on Rx or patient starts where appropriate).

• Use insights to refine the roadmap, optimize campaigns, and influence omnichannel strategy decisions.

Qualifications:

• Minimum 15 years of experience in pharmaceutical, biotech, or life sciences with a strong background in commercial operations, field operations, omnichannel orchestration business analysis, or digital transformation

• Minimum 10 years experience managing cross functional programs and team

• Advanced degree (MBA, MS, or equivalent) preferred; Bachelor's degree required

• Proven leadership and success driving development of CRM platforms (e.g., Veeva, Salesforce) and integration with marketing automation platforms

• Strong business analysis skills — able to translate complex, ambiguous field needs into precise, complete, and actionable business requirements that an IT organization can execute against

• Experience guiding offshore analytics/engineering teams to deliver scalable, robust solutions

• Excellent written and verbal communication skills — able to produce crisp requirements documentation and represent business needs clearly to both technical and commercial audiences

• Direct field experience strongly preferred — prior experience as a District Business Manager (DBM) provides critical credibility for this role

• Collaborative and organized working style — able to manage multiple concurrent workstreams and maintain clear accountability boundaries in a matrixed environment

Key competencies desired

CRM & Marketing Automation Expertise

• Deep hands-on and strategic experience with Veeva CRM and Salesforce in a pharma commercial context.

• Strong knowledge of Salesforce Marketing Cloud (or similar enterprise marketing automation platforms) and omnichannel campaign design.

Product Ownership & Platform Management

• Ability to own platforms as products – developing vision, roadmap, and enhancement backlogs based on user needs and business value.

• Comfort making trade-off decisions on features, configuration, and timing.

Data, Segmentation & Personalization Fluency

• Strong understanding of customer data models, segmentation, and audience management.

• Ability to work closely with data and tagging COEs to embed logic that supports personalization and measurement.

Cross-Functional Collaboration & Influence

• Demonstrated ability to partner effectively with Brand, Sales, Medical, Market Access, Business Insights and Technology, and Compliance.

• Skilled at translating technical concepts into clear, business-relevant language.

Analytical & Results Orientation

• Uses data to evaluate campaign performance, platform usage, and value realization.

• Comfortable with test-and-learn approaches and optimization decisions.

Compliance & Quality Mindset

• Familiarity with pharma promotional and data privacy regulations.

• High attention to detail and quality in campaign builds, data usage, and documentation.

People Leadership & Team Development

• Experience leading and developing marketing automation / CRM / omnichannel operations teams including other people leaders.

• Creates an inclusive, high-performing environment with clear roles, responsibilities, and growth paths.

Change Management & Enablement

• Strong change leadership skills to drive adoption of tools and new ways of working.

• Experience building training, best practices, and communities of practice.

#CASA

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

$269,790 - $326,922

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.

• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).

• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

​Work-life benefits include: Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)

• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

***Eligibility Disclosure: ***_T_he summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1602975 : Executive Director, CRM Enablement Business Product Owner