Roche · 5 months ago
Senior Director, Customer CRM
South San Francisco
Full-time
Onsite
Director/Executive
$200K/yr - $370K/yr
10+ years expGenentech is a company focused on creating meaningful patient and customer connections through digital innovation. The Senior Director, Customer CRM will lead the strategy and delivery of CRM products that enhance commercial and medical engagements, ensuring seamless internal workflows and exceptional customer experiences.
BiotechnologyHealth CareHealth DiagnosticsOncologyPharmaceuticalPrecision Medicine
Responsibilities
Serve as the Product Owner for Customer CRM, accountable for defining and executing the end-to-end product strategy, vision, and roadmap
Align product direction with enterprise objectives by collaborating closely with business, technical, and medical affairs stakeholders
Partner with analytics and user research teams to define target users, assess needs, prioritize features, and ensure business alignment
Build business cases to drive experimentation, cross-product innovation, and CRM capability development across the ecosystem
Ensure product planning, execution, and delivery milestones drive measurable outcomes through adoption and sustained engagement
Demonstrated ability to operate across a matrixed organization and build strong bridges between U.S. and global product teams—translating local business needs into scalable solutions and ensuring alignment with Roche's enterprise strategy and platform architecture
Lead the advancement of CRM capabilities through AI, workflow automation, and intelligent tooling to reduce burden and increase value
Implement scalable innovations across field planning, content sharing, call execution, and call center operations
Champion integration of enterprise tools including Veeva Link, Engage, CLM, MIRF, Medical Information Fulfillment, and telephony solutions
Drive alignment across Business Product Owners, Suite Stewards, and global product teams to deliver cohesive, enterprise-ready CRM solutions
Collaborate with senior leaders, activation teams, and enablement partners to ensure adoption through training, change management, and feedback loops
Partner with medical, commercial, and IT stakeholders to ensure CRM capabilities meet internal customer needs and comply with governance standards
Leverage data and insights from Measurement & Optimization teams to refine CRM capabilities and prioritize enhancements
Define, track, and optimize key KPIs that reflect user experience, business impact, and technical performance
Continuously iterate based on stakeholder input and customer feedback
Define resource and investment strategies—including headcount planning—to meet both near- and long-term product goals
Ensure all activities align with Genentech policies, legal requirements, and compliance standards
Foster a product-oriented mindset within the team, transitioning from service to sustained product value delivery
Lead and inspire the Customer CRM Product team, fostering a high-performance culture grounded in collaboration, innovation, and accountability
Provide guidance, training, and career development opportunities for team members
Optimize team resources and capacity to ensure delivery excellence and sustained business impact
Create a culture of accountability, continuous feedback, and meaningful recognition
Champion inclusive hiring practices and build a diverse, high-impact team
Qualification
Required
Bachelor's degree in business, technology, operations, science, marketing, or a related field
10+ years of experience in product management or digital product operations, with at least 5 years focused on CRM products and platforms
Experience in highly regulated industries—preferably pharmaceutical, biotech, or healthcare—with deep understanding of compliance, privacy, and CRM-specific governance
Proven ability to lead product strategy, vision, and execution at the senior level
Proven ability to lead the full product lifecycle—from vision through delivery—driving innovation through industry insights and data-driven strategies
Technically fluent in CRM platforms, data systems, and product architecture; skilled at aligning business strategy with technical execution, resource planning, and cross-functional collaboration
Strong leadership and communication skills with a proven track record of managing teams, influencing stakeholders, and driving change within agile, regulated environments
Strategic thinker with the ability to balance short-term execution and long-term vision, navigate ambiguity, and adapt to rapidly changing business needs
Preferred
Advanced degree (e.g., MBA, MPH, or related graduate-level qualification), or equivalent senior-level experience
Hands-on experience with CRM platforms relevant to life sciences, such as Veeva CRM or Salesforce Health Cloud
Background in healthcare, life sciences, or other highly regulated industries
Proven success leading complex, cross-functional initiatives with strategic and operational impact
Familiarity with workflow automation platforms, orchestration tools, and CRM governance frameworks
Experience with omnichannel engagement platforms, digital marketing technologies, and CRM ecosystems
Benefits
Relocation benefits are available on this job posting.
A discretionary annual bonus may be available based on individual and Company performance.
Company
Roche
Roche is a pharmaceutical and diagnostics company that offers medicines and diagnostic tests for various medical conditions and diseases.
10001+ employees
H1B Sponsorship
Roche has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (9)
2023 (6)
2022 (2)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
$7.79BKey Investors
SoftBankSCALE AINovartis
2021-08-04Post Ipo Equity· $5B
2020-12-07IPO
2020-05-06Post Ipo Equity· $0.5M
Leadership Team
Alan Hippe
Member of the Executive Board - Group CFO
Christine Bakan
Global Head and Group Vice President, Computational Science and Informatics R&D
Recent News
2026-01-25
2026-01-23
2026-01-22
Company data provided by crunchbase