CRM Program Director
We are a human-scale, international, and independent pharmaceutical group governed by a Foundation. Our unique model makes us proud and, more importantly, enables us to fully serve our mission: "committed to therapeutic progress for the benefit of patients."
As a global leader in cardiology, we aim to become a focused and innovative player in oncology by 2030, targeting hard-to-treat cancers and dedicating more than 70% of our R&D budget to this goal.
Who are we? 22,000 passionate individuals from over 50 nationalities, driven by an entrepreneurial spirit. Every day, we move forward with and for patients, with and for our teams, motivated by the desire to care, to dare, to grow, and to commit to being useful to those in need.
Come and experience and contribute to our commitment #MovedByYou.
Program description :
Since 2021, Servier has relied globally on Veeva CRM, complemented since 2022 by an integrated omnichannel ecosystem that places data at the core of its strategy to support decision-making and prepare for AI integration.
With the end of the partnership between Veeva and Salesforce setting December 2029 as the deadline for our current tool, we are launching a structured migration. In line with market standards, we see this step not as a simple technical transfer, but as a strategic redesign of our customer engagement model. This transformation will enable us to assess new solutions (Veeva Vault CRM, Salesforce Life Sciences Cloud, emerging CEPs) and build an AI-powered omnichannel model that ensures compliant, high-performing interactions with HCPs.
Mission :
As CRM Program Director, you will be responsible for the overall design and successful end-to-end execution of this global transformation. You will define and steer the program’s strategic trajectory at an international level, ensuring the right balance between global standardization and local operational relevance.
You will coordinate a complex worldwide stakeholder ecosystem, mobilizing World Operations, the US, GPS, GMPA, R&D and DDIS across diverse regulatory environments and regional contexts.
You will be supported by a Program Manager responsible for operational PMO activities, enabling you to focus on overall governance, strategic alignment and value creation across Servier affiliates.
Your main responsibilities will be as follows :
- Establish and sustain the governance of the CRM program
- Define the roles and responsibilities of key stakeholders, as well as the procedures and operating models to be applied with all contributors and departments involved, in line with GTPO* standards, and drive the necessary adjustments throughout the different phases of the program
- Ensure the execution of the CRM program in compliance with quality, cost, delivery and resource requirements (QCDR), from launch through review
- Assess and monitor the value created by the CRM program
- Chair the Program and Steering Committee governance bodies, report on budget, timelines and points of attention, and steer the decision-making process accordingly
- Define and oversee the change management framework, issue management, risk analysis, and the associated mitigation plan and follow-up
- Escalate to management any critical matters affecting the CRM program (budget, timelines) or the project portfolio (interdependencies and key milestones), in accordance with defined processes and based on achievements and risks
- Ensure CRM program reporting in line with project portfolio standards
- Define and implement a comprehensive communication plan
Key specific competencies :
- Business expertise: proven experience leading large-scale CRM transformations (e.g., Salesforce, Veeva) or complex digital ecosystems in the pharmaceutical and life sciences sector
- Cross-functional leadership: ability to bring together different departments and affiliates around shared objectives
Key competencies and soft skills :
- Strong results orientation
- Ability to lead functional and cross-functional teams to ensure successful program delivery
- Ability to mobilize relevant stakeholders and remove functional and cross-functional roadblocks
- Business partner mindset combined with excellent interpersonal skills
- Excellent communication skills, with the ability to mobilize teams around deliverables and report progress to management
- Fluency in English
Previous experience :
- 10 to 15 years or more in operational leadership or program director roles
- Prior experience leading global transformation or change management programs would be an asset
*GTPO: Group Transformation Program Office — an entity reporting to the Corporate Strategy & Transformation Department.
We are committed to equal opportunities and developing talents in all their diversity. We value both experience and the desire to engage daily in contributing to therapeutic progress for the benefit of patients. If this offer resonates with you, seize this opportunity to meet us!