CRM Process Manager - Pharma industry

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.

• 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.

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.

• 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 clientsecosystem.

• 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