Director Global CRM Business Strategy & Enablement

Director, Global CRM Business Lead

BioMarin is seeking an experienced and strategic leader to serve as the Director, Global CRM Business Lead. This role is critical in shaping and executing the company's enterprise CRM strategy and roadmap, ensuring engagement alignment with customer experience (CX) goals, digital data strategy, and campaign needs. Reporting to the Senior Director, Digital Strategy and Capabilities, this individual will partner with Business Units, Commercial IT, Insights & Analytics and Performance & Planning teams to lead the CRM initiatives, innovation, processes and new ways of working for the global markets.

The Director will drive business ownership of CRM capabilities, lead adoption and governance, and ensure seamless integration with omnichannel platforms to support therapeutic areas (Skeletal Conditions, Roctavian, and Enzyme Therapies). The position will optimize CRM systems to enhance both healthcare provider (HCP) and patient engagement through advanced segmentation, alerts or suggestions management, and closed-loop measurement, while aligning with global CRM standards.

Key Responsibilities :

• Define and lead the enterprise CRM strategy and roadmap, ensuring alignment with CX goals, digital data strategy, and campaign needs.
• Develop and implement a comprehensive CRM strategy that supports BioMarin's business objectives and enhances customer engagement.
• Define and prioritize CRM initiatives across Business Units and regions for efficient resource allocation and timely execution.
• Oversee the entire CRM lifecycle, from requirements gathering to deployment, ongoing optimization, and future enhancements.
• Collaborate with therapeutic area leads, digital peers, and their respective teams to ensure the CRM system supports unique business needs.
• Act as a trusted advisor, guiding business units on leveraging CRM capabilities for customer engagement strategies.
• Ensure CRM functionalities are aligned with business unit goals to maximize impact on sales and marketing.
• Lead business ownership of CRM tools (including Veeva, Salesforce, and other key life sciences CRM systems), driving adoption, governance, and integration with omnichannel engagement platforms.
• Ensure optimization of HCP and patient engagement via adaptation of segmentation, dynamic targeting, next-best-action logic, alerts / suggestions implementation, campaign tagging & attribution, and closed-loop measurement.
• Ensure activation of fit for purpose CRM capabilities for cross-functional team engagement, task and targets management
• Partner with IT to define CRM business needs and ensure alignment with global Veeva / Salesforce standards.
• Implement technology and integration changes for cross-functional needs, system scalability, and stability.
• Collaborate on CRM upgrades, integrations, and new functionalities to meet evolving business requirements.
• Optimize role-based CRM views, dashboards, and workflows to provide actionable information for field teams.
• Work with sales enablement to ensure field representatives have the tools needed for effective customer engagement.
• Identify opportunities to improve usability through streamlined workflows and enhanced system design.
• Monitor key CRM metrics and identify areas for system performance improvement.
• Analyze CRM data to extract insights that inform both strategic and operational decisions.
• Develop standardized reports to track performance and share insights with stakeholders.
• Collaborate with cross-functional teams (sales, marketing, medical) to ensure seamless integration of CRM strategies across departments.
• Represent the value of the CRM system within the organization by communicating its impact on business outcomes to leadership teams.
• Address stakeholder concerns related to CRM systems or processes in a timely and effective manner.
• Drive field support frameworks & office hours for CRM user base

Qualifications :

Experience managing complex system integrations or global Veeva & Salesforce implementations.

Note : This description is not intended to be all-inclusive, or a limitation of the duties of the position. It is intended to describe the general nature of the job that may include other duties as assumed or assigned. Equal Opportunity Employer / Veterans / Disabled An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.