Director, CRM Insights Enablement

Working with UsChallenging. 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 Director, CRM Insights Enablement is a strategic leadership role responsible for transforming how data-driven insights are embedded into CRM to power more effective field engagement and decision-making. This role drives the integration of advanced analytics, AI, and omnichannel insights into seamless, user-friendly CRM experiences that support both commercial and medical teams.Operating with a strong product mindset, the Director defines the vision, roadmap, and operating model for next-generation CRM insights capabilities, ensuring alignment with enterprise commercial strategy and customer experience goals.This position works cross-functionally with business leaders, analytics, and technology teams to deliver scalable, AI-enabled solutions that improve engagement quality, accelerate decision-making, and enhance customer outcomes.Responsibilities: Enterprise CRM Insights Strategy & RoadmapOwn the strategic development and execution of CRM Insights Enablement, leveraging agentic frameworks and automation to deliver seamless, high-value intelligence.Align roadmap with customer experience (CX), digital transformation, and omnichannel priorities.Prioritize capabilities based on measurable impact on engagement quality and field effectiveness.Build and maintain a transparent, continuously evolving CRM insights roadmap aligned with broader CRM/product strategy and business priorities.Drive clear prioritization frameworks (e.g., impact vs. effort, adoption, ROI) to optimize investment decisions.Actionable Insight Integration & Pre-Call PlanningIntegrate actionable, AI-driven pre-call insights at HCP and territory levels, ensuring direct CRM connectivity for TAS and MSL field planning.Ensure insights are embedded in intuitive, workflow-aligned experiences that minimize friction and maximize adoption (“insights in the flow of work”).Agentic Automation & Closed-Loop Feedback EnablementEnable structured and unstructured closed-loop feedback collection from field interactions.Leverage next-generation AI approaches (including agentic and generative AI) to continuously learn from feedback and improve recommendations at scale.CRM User Experience, Visualization, & TransformationEnhance user experience and embed high-value visualizations.Drive UX simplification and optimization to ensure CRM remains a productivity multiplier for the field.Measurement, Impact, & ReportingAutomate capture and analysis of key impact metrics.Establish and track a comprehensive product performance framework, including adoption, usage, engagement quality, delivery metrics (e.g., backlog health, release outcomes), and business impact.Provide regular updates to leadership on progress, risks, and opportunities.Compliant Data Integration & Channel OrchestrationSupport compliant orchestration across channels.Partner with governance bodies to ensure alignment with enterprise CRM governance, data standards, and compliance frameworks.Field & Medical EnablementDesign optimal CRM experiences and drive adoption.Actively drive adoption and behavior change through structured enablement, communication, and feedback loops.Evangelize CRM insights capabilities and impact across business stakeholders and leadership forums.Governance, Privacy & TrustImplement privacy-by-design and AI governance.Ensure explainability, transparency, and human-in-the-loop controls for AI-driven recommendations.Cross-Functional Leadership & Change ManagementAct as a connector across teams.Build strong partnerships across business, analytics, and IT to ensure alignment on priorities, delivery, and long-term transformation goals.Qualifications:Bachelor’s degree in Business, Information Systems, Data Science, Statistics, or related field required.MBA or MS preferred.Minimum 8 years in CRM analytics, commercial insights, omnichannel measurement, or digital analytics in pharma/biotech or comparably regulated industry.Proven success driving CRM transformation initiatives, including insights enablement, adoption, and measurable business impact.Experience working within large-scale CRM ecosystems (e.g., Salesforce, Veeva) and understanding of evolving CRM technologies and AI capabilities.Proven leadership as product owner for CRM-embedded insights, feedback systems, and agentic automation features.Minimum 3 years managing cross-functional programs and teams.Extensive experience with Veeva/Salesforce and integration with marketing automation/CDP platforms (e.g., SFMC, Adobe).Successful track record in enabling closed-loop measurement and field-deployable decision support in CRM.Experience guiding BI&T and offshore (Hyderabad) analytics/engineering teams to deliver scalable, robust solutions.Technical & Domain Skills:Expertise in CRM data models, decision science outputs (KDA, MMx, NBA logic), and operationalization of AI-enabled copilots and agentic assistive features.Proven proficiency in automation, agentic frameworks, and feedback lifecycle management.Strong understanding of CRM ecosystem architecture (Salesforce, Veeva, Data Cloud/CDP platforms) and integration with