Bridgewater Director, CRM Transformation And Enablement NJ

Job description

At Recordati, we are united by a clear purpose: unlocking the full potential of life. With a century of history behind us, we are building the next chapter of our journey, continuing to grow while keeping patients at the centre of all we do. What drives us is a shared belief that health, and the opportunity to live life to the full, should be within reach for everyone. This brings energy to our work, shaping how we support each other and show up every day. Our values – Better Together, Never Settle and Always Deliver – reflect this mindset, helping us to keep improving and make a meaningful difference. Above all, these values bring to life our promise to everyone at Recordati, you can unlock your full potential. We know that people thrive when they can be themselves, are trusted and supported, and are given the opportunity to grow and make a meaningful contribution. Are you ready to unlock your full potential? This position is with Recordati Rare Diseases, Inc. (RRD), North America, an affiliate of Recordati. Recordati Rare Diseases, Inc. (RRD) develops high-impact therapies for devastating rare diseases, focusing on providing often overlooked treatments to underserved communities in the U.S. Our mission is to mitigate the impact of rare diseases through increased awareness, improved diagnoses, and enhanced treatment availability, covering endocrinology, metabolic, and oncology franchises. RRD is dedicated to excellence, fostering a dynamic work environment that promotes professional growth and a significant impact on patients' lives. Reporting Structure Reports To: Vice President, Analytics & Insights Direct Reports: CRM analyst(s) and administrator(s), built to suit; oversight of system integrator and vendor delivery teams Areas Managed: Veeva Vault CRM transformation and enablement Overview The Director, Sales Force Enablement leads the strategy, transformation, and ongoing management of the CRM platform and connected field tools supporting Recordati Rare Diseases North America. The initial priority is to lead the transition from the legacy, vendor-operated CRM to Veeva Vault CRM. Following implementation, the Director serves as the long-term platform owner, accountable for the roadmap, field adoption, service performance, and continuous improvement. This leader translates Commercial and Medical Affairs needs into practical technology solutions that support effective customer engagement across Recordati’s rare disease portfolio. The role combines business partnership, technical judgment, program delivery, and vendor leadership, while building internal ownership of platform knowledge, business rules, and operating processes. The Director provides hands-on technical leadership, including design review, configuration assessment, and complex troubleshooting. Detailed build activities, routine administration, and first-line support are delivered through internal resources and external partners under the Director’s leadership Essential Duties and Responsibilities Transformation leadership • Own the end-to-end program to move North America from the legacy CRM to Veeva Vault CRM: business case, scope, timeline, budget, and benefits tracking. • Build and maintain the multi-year CRM roadmap, sequenced by wave (Commercial, then Medical, then Canada or as agreed), with gates, go/no-go criteria, and rollback plans at each stage Design and build • Translate commercial and medical business rules (call types, targeting, sampling, consent, MSL interactions, KOL plans) into Vault CRM configuration that is simple, compliant, and maintainable. • Lead the solution architecture across Vault CRM and its suite: CLM, Approved Email, Events Management, MyInsights, Align, Network, and Vault PromoMats/MedComms content flows. Testing and release management • Establish the environment strategy (development, test, UAT, production) and the promotion path between them, including readiness for annual releases. • Own the overall test strategy end to end: unit, system integration, regression, user acceptance, and computer system validation where applicable; maintain traceability from requirement to test to evidence. Commercial and Medical enablement • Serve Commercial and Medical on one platform with distinct roles, data visibility, and workflows that respect the separation between promotional and scientific exchange. • Partner with Field Force Effectiveness, Training, and Marketing on adoption: role-based training, super-user networks, in-field support, and usage and data-quality dashboards, use field feedback and performance measures to prioritize improvements. Operate and improve • Serve as long-term product owner after go-live: enhancement backlog, release notes, oversight of administration and support, and vendor relationships. • Ensure compliance with HIPAA, PIPEDA, Sunshine Act and state transparency reporting, PDMA sampling rules, and audit requirements, as applicable. Education and Experience • Bachelor's degree in information systems, engineering, life sciences, or a related field required; master's degree preferred. • 12+ years in pharmaceutical or biotech commercial operations, commercial IT, or life sciences consulting. • 10+ years of hands-on Veeva CRM experience and direct Vault CRM implementation or migration experience, including at least one full-lifecycle implementation or migration led personally, from design through cutover and hypercare. • Demonstrated ability to build and defend a multi-year CRM roadmap with executives, and to deliver against it. • Direct experience setting up and managing test strategy across environments, including UAT coordination with field users and validation documentation. • Experience supporting both Commercial and Medical field teams on one platform. • Record of directing system integrators and platform vendors on large, matrixed programs, including scope, budget, and quality. • Experience leading internal or vendor teams, including developing team capabiloity and holding delivery teams accountable. Preferred Qualifications • Vault CRM Administrator or Vault Platform Administrator certifications preferred. • Migration from a non-Veeva or vendor-operated legacy CRM into Veeva, including decoupling from an incumbent vendor's data and reporting services. • Rare disease or specialty launch experience with small, high-touch field teams and specialty pharmacy or hub data. • Salesforce platform fundamentals (the foundation of legacy Veeva CRM) and Veeva's Java SDK for Vault extensions. • MDM platforms (Reltio, Informatica, Veeva Network), BI tools (Tableau, Power BI), and Veeva AI features with governance. • Canadian market experience, including bilingual (English/French) field support and Health Canada and PIPEDA requirements. • PMP or SAFe credentials Knowledge and Skills • Working knowledge of the Veeva commercial suite (CLM, Approved Email, Events Management, MyInsights, Align, Network) and its integration with Vault PromoMats/MedComms. • Practical experience with CRM data integrations: customer master data management, HCP/HCO data, specialty pharmacy and hub feeds, and cloud data platforms such as Snowflake. • Fluency in life sciences compliance requirements: HIPAA, PIPEDA, Sunshine Act and state reporting, PDMA, and 21 CFR Part 11 where applicable. • Executive communication: able to translate technical issues into clear business decisions, including pivoting between interacting with senior leaders, and working with field users to resolve practical platform challenges. • Strong analytical and problem-solving skills; comfortable with Jira, Smartsheet or Monday.com, and Microsoft Office. • Ability to influence across all levels of the organization and manage multiple priorities with a positive, flexible attitude. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Based upo