Executive Director, CRM Enablement Business Product Owner

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 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 RoadmapDefine 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 OptimizationOversee  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 PersonalizationPartner with Business Insights and Technology and Commercialization Data team to define data structures, attributes, and segments used across platformsEmbed 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 AnalyticsDrive 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 ManagementHold team accountable to develop and execute adoption plans, training materials, and user guides for brand, field, and Business Insights and Technology teamsLead 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 StandardsPartner 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 TeamSet 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 ScopeOversee 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 RealizationDefine and track KPIs for platform adoption, campaign performance, deliverability, and user satisfaction.Partner with Business Insights and Technology to quantify business impact of