Director, Healthcare Professional (HCP) Customer Relationship Management (CRM)

Genentech is a leader in digital experience and innovation in the healthcare sector, seeking a Director for Healthcare Professional Customer Relationship Management (CRM). This role involves driving the strategy, innovation, and delivery of the HCP CRM product to enhance patient and healthcare provider experiences while ensuring business impact.

Responsibilities:

• Shape the strategic vision, develop a roadmap, and product standards for the Healthcare Provider Customer Relationship Management (HCP CRM), leveraging knowledge of customer engagement in the healthcare industry and CRM technology trends to enable strategic business priorities and experience needs for employees and customers
• Drive the HCP CRM vision and roadmap by aligning with enterprise business stakeholder priorities, technical capabilities, user experience feedback, and process transformation opportunities—ensuring seamless integration and strategic impact
• Design and lead the execution of a forward-looking operational strategy for the CRM product, focused on driving speed, efficiency, quality, and performance at scale
• Champion the operationalization and enterprise rollout of new features, leveraging automation to streamline workflows, enhance user experience, and reduce costs. Ensure ongoing support for end-users while upholding compliance, governance, and operational excellence standards across all touchpoints
• Develop business cases to support innovation and experimentation within the product model, identifying new CRM features and functionalities that deliver business outcomes, optimize performance, and improve customer engagement
• Understand end-user pain points via user research, prioritize critical features to improve customer engagement, and set clear performance objectives that balance efficiency with exceptional experiences for our CRM end-user community and our customer base (HCPs, Organized Customers etc.)
• Own the end-to-end product lifecycle and roadmap for the HCP CRM, overseeing strategic planning, delivery milestones, operational execution, and measurable adoption and impact through sustained use and enhancements
• Champion the CRM’s value across the enterprise, clearly communicating the product’s role in delivering seamless, consistent and meaningful customer experiences through exceptional customer engagement
• Work with product operations to define and maintain operational KPIs for CRM performance, including metrics related to information accuracy and customer satisfaction
• Collaborate with the Technical Product Manager on vendor engagement and performance management to uphold SLAs and deliver high-quality technical support, enhancements, and infrastructure stability
• Represent the HCP CRM strategy in governance councils, enterprise working groups, and cross-suite strategic planning forums
• Ensure CRM platforms support the needs of our Commercial and Medical organizations by enabling personalized HCP engagement, omnichannel orchestration, and compliant messaging
• Lead prioritization efforts, manage a variety of stakeholders, and resolve competing priorities to align and advance the CRM product roadmap and ongoing enhancements balancing short term needs with long-term investments
• Collaborate with the Technical Product Manager to ensure alignment between business outcomes and technical feasibility, delivering a solution that supports both business goals and reliable performance
• Partner with other Business Product Owners and Executive Director - CRM Suite Lead to align product strategies, ensuring the CRM meets the business and experience needs of our customers, end-user community and stakeholders
• Partner with business stakeholders and technical teams to construct and maintain a prioritized product backlog
• Serve as the CRM expert, with deep knowledge of customer engagement trends and technologies in the pharmaceutical industry. Track market shift and emerging technologies to inform CRM strategy and roadmap development
• Engage with global product managers to share best practices and enable scalable, efficient solutions across markets
• Partner with customer experience professionals to ensure product experience meets the expectations of its end-user product community
• Deliver a CRM solution that meets business objectives, incorporating stakeholder feedback while driving improvements in CRM efficiency, quality of service, and end-user satisfaction
• Collaborate with Senior Leaders and Training teams to support CRM adoption, offering product expertise and materials to drive change management and upskilling initiatives
• Define business cases and secure necessary funding to support the development, enhancement, and scaling of the CRM platform
• Lead the definition of business requirements for usage and system health, ensuring the HCP CRM aligns with enterprise data governance standards and industry best practices
• Comply with all laws, regulations and policies that govern the conduct of Genentech activities
• Lead, mentor, and manage the HCP CRM team, fostering an exemplary employee experience, including a culture of collaboration, innovation, and accountability
• Provide guidance, training, and career development opportunities for team members
• Allocate and shift resources effectively to ensure balanced workloads and optimized team performance and business impact
• Cultivate an environment of both accountability and performance-based incentives with ongoing and annual performance management and rewards and recognition of all direct reports
• Lead or oversee inclusive hiring of direct and indirect reports