Head of Commercial CRM, Customer Engagement Excellence – Director

Biogen

Head of Commercial CRM at Biogen, driving enterprise CRM strategy and optimizing marketing technologies. Collaborating across teams to enhance customer engagement and field productivity.

Posted 7/25/2026full-timeCambridge • Massachusetts • 🇺🇸 United StatesLead💰 $196,000 - $270,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CRM strategy and implementation, particularly with Veeva CRM and related technologies, while effectively leading cross-functional teams and managing stakeholder relationships to drive enterprise-level change and enhance field operations.

Highest-signal resume keywords

Veeva CRM ExperienceCRM Transformations LeadershipHCP Engagement Models UnderstandingCross-Functional Team LeadershipAnalytical Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Veeva VaultPromoMatsAlignVeeva Data CloudCRM Capabilities DevelopmentOmnichannel EngagementRequirements GatheringSolution DesignData IntegrationField Operations Processes

Soft Skills

Excellent CommunicationStakeholder ManagementExecutive PresenceInfluencing SkillsChange Management

Tools & Technologies

Integrated Marketing TechnologiesField ToolsAnalytics EnvironmentsDigital ToolsEmerging Technologies

Industry Keywords

Pharma IndustryBiotech IndustryField CommercialCompliance RequirementsSpecialty Disease Models

Tech Stack

Tools & technologies

CloudVault

About the role

Key responsibilities & impact

Own the enterprise CRM strategy across Field Commercial, ensuring alignment with business priorities and customer engagement goals.
Define and manage the roadmap for Veeva CRM (Commercial), Veeva Vault, and integrated marketing technologies tools.
Lead requirements gathering, solution design, and deployment of new CRM capabilities, enhancements, and integrations.
Evaluate emerging technologies, AI capabilities, and digital tools to enhance field effectiveness and omnichannel engagement.
Partner with Marketing, Digital, and Data teams to enable field tools such as Veeva Suggestions & My Insights for campaign execution.
Ensure CRM and marketing technologies integrate seamlessly with data platforms, content systems, and analytics environments.
Serve as the primary business owner for field tools that enable and inform Field Operations processes.
Drive continuous improvement of field-facing tools, reporting, and insights to maximize productivity and impact.
Lead change management, communication, and training strategies for CRM and field-enablement initiatives.
Establish governance frameworks for CRM usage, data standards, and system enhancements.
Regularly enhance and deploy field communication capabilities for clear and compliant access to materials and information.

Requirements

What you’ll need

Bachelor’s degree
7+ years of experience in the pharma/biotech industry
4+ years of experience with Veeva CRM, including Field Commercial modules; experience with Veeva Vault, PromoMats, Align, and/or Veeva Data Cloud strongly preferred
Proven track record of leading CRM transformations, field platforms programs, or omnichannel capability builds
Strong understanding of HCP engagement models, field medical workflows, compliance requirements, and specialty/rare disease commercial models
Experience partnering with IT and Data teams to deliver integrated, scalable technology solutions
Demonstrated ability to lead cross-functional teams, influence senior stakeholders, and drive enterprise-level change
Strong analytical mindset with the ability to translate business needs into technical requirements
Excellent communication, executive presence, and stakeholder management skills.

Benefits

Comp & perks

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation