CRM Process Manager - Pharma industry

Remote
Contracted
Experienced

M&S Consulting seeks an accomplished product management leader with experience and demonstrated success transforming CRM capabilities within commercial operations for a large Pharma client. Strong innovation, partnership, and intellectual maturity are needed. A comprehensive understanding of best practices in CRM Data and AI applications is key to success in this role.

Essential Requirements:

  • Bachelor's degree in related field is required; Master of Science and/or MBA preferred
  • Proven success in driving product management capabilities for large-scale CRM implementations.
  • 5-7+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors 
  • Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data360, Core platform), Veeva, and the major and evolving players in the ecosystem. 
  • Understanding of CRM, AI, and Data platforms and architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies). 
  • Experience being accountable for the operations of product management including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation.
  • Excellent communication skills with the ability to build stakeholder buy-in and alignment.
  • Experience in AI-supported product management techniques including LLM supported user-story creation and process mapping
  • Ability to foster cross-functional alignment of key stakeholders to create/support a streamlined and collaborative commercial CRM strategy. 
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
  • Ability to adapt strategies and approaches in a rapidly evolving technological landscape.

Job Responsibilities:

Reporting to CRM Product Management Team, CRM Product Owner/BA supports the strategy, development, and delivery of priority CRM capabilities across the US CRM ecosystem. This role translate customer and field needs into clear requirements, manage a prioritized backlog, and drive execution through agile delivery. The role helps improve how client engages customers by prioritizing process improvements through scalable technology enhancements, analytics, and user experience updates - while ensuring solutions meet governance, privacy, and compliance expectations.

Accountabilities:

  • Own and deliver a defined product area: Lead end-to-end delivery of assigned CRM capabilities, such as field productivity, customer engagement workflows, and medical engagement, from discovery through release, hypercare, enhancements, and ongoing maintenance.
  • Translate business needs into requirements: Partner with stakeholders to gather, document, and translate insights into prioritized product features define user stories, acceptance criteria, and success measures.
  • Manage and refine the backlog: Maintain a healthy backlog (prioritization, refinement cadence, dependencies, definition of ready/done) aligned to quarterly/PI planning and stakeholder priorities.
  • Drive disciplined agile execution: Work with delivery teams to plan, execute, and track work; remove blockers; manage scope trade-offs; and ensure predictable, high-quality releases.
  • Improve processes and user experience: Identify pain points in current workflows and propose enhancements; validate solutions with users; and support change adoption with clear documentation and enablement.
  • Partner across business and IT: Coordinate with CRM product managers, architecture, analytics, privacy/legal, and commercial/medical stakeholders to align on requirements, sequencing, and release readiness.
  • Ensure governance, privacy, and compliance: Follow established governance processes and support risk assessments to ensure best in class solutions meet regulatory, privacy, security, and data standards.
  • Mentor and coordinate delivery resources: Provide day-to-day direction to extended team members (e.g., analysts, contractors) and contribute to capability building across the product owner community.
  • Support change enablement and adoption: Partner with training and communications leads to ensure releases are understood, adopted, and measured; incorporate feedback into iterative improvements.
  • Communicate status and outcomes: Provide concise updates on roadmap items, risks, decisions needed, and measurable outcomes to product management leadership and stakeholders.
  • Contribute to product strategy and continuous improvement: Demonstrate a deep understanding of market & industry trends, user feedback, and performance data to inform roadmap recommendations and operational improvements.
  • Maintain platform and domain awareness: Stay current on CRM platforms (e.g., Salesforce, Veeva) and evolving best practices; apply learnings pragmatically within the clients ecosystem.

Key Performance Indicators:

  • Value delivered: Demonstrate measurable outcomes for the owned capabilities (e.g., time saved, improved data quality, increased engagement) aligned to agreed KPIs.
  • Release predictability and quality: Deliver on committed release timelines and scope with strong quality (defect rates, post-release stability, and support volume).
  • Backlog health: Maintain an actionable, prioritized backlog with clear user stories and acceptance criteria; manage dependencies and technical debt transparently.
  • Adoption and user satisfaction: Support adoption and satisfaction for released features (training completion, usage analytics, stakeholder feedback/CSAT).
  • Process improvement outcomes: Deliver documented workflow improvements with measurable benefit; ensure changes are sustained through standard operating practices.
  • Stakeholder alignment: Achieve timely decisions and alignment across key partners; minimize rework through strong discovery and clear documentation.
  • Governance and compliance: Ensure deliverables follow established governance, privacy, and compliance processes with audit-ready documentation.
  • Team effectiveness: Receive strong feedback from delivery teams and stakeholders on clarity, collaboration, and execution; contribute to a positive, high-performing team culture.
  • Communication and enablement: Provide clear release notes, training/support materials, and stakeholder updates that improve readiness and adoption.
  • Cost awareness: Support cost-conscious delivery by identifying scalable/enterprise wide opportunities, avoiding unnecessary customization, and escalating risks/impacts early.
  • Operational rigor: Maintain accurate documentation, decision logs, and delivery reporting to support transparency and operational excellence.

*M&S Consulting proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a protected veteran, or any other characteristic protected by law.

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 07/31/2029
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*