IT Associate Director - CRM Solutions

Job description

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description The Associate Director, IT – CRM is accountable for leading the strategy, delivery, and ongoing operation of CRM platforms and related commercial systems that support Gilead China’s business priorities, aligned with Gilead’s global digital and CRM strategies. This role serves as the primary IT leader for CRM capabilities in China, with end-to-end accountability for the lifecycle of Veeva China CRM and its surrounding commercial application ecosystem. The role partners closely with China business stakeholders—particularly Commercial Planning & Operations (CP&O), including Sales Force Effectiveness (SFE), and Omni-channel Customer Engagement Teams - to translate business priorities into scalable, compliant, and business-value-driven technology capabilities. In addition to China market accountability, this role works in close partnership with global CRM teams to support Vault CRM deployment and readiness activities across selected Asia Pacific markets, including but not limited to Hong Kong, Taiwan, and Singapore. The role also plays an important part in enabling business readiness, user adoption, and future-state CRM innovation, ensuring that technology investments deliver measurable and sustainable value for China and the broader region. Key Responsibilities CRM Strategy & Business PartnershipServe as the primary IT partner to China Commercial and CP&O stakeholders for CRM strategy, roadmap planning, prioritization, and execution. Build strong partnerships with business leaders, especially across SFE and omni-channel functions, to understand strategic priorities, identify capability gaps, and define technology-enabled solutions that improve customer engagement and commercial effectiveness. Translate business needs into clear product roadmaps, delivery plans, enhancement priorities, and measurable business outcomes, while ensuring alignment with Gilead’s broader CRM and digital strategies. Provide thought leadership and trusted advisory support on CRM capabilities, platform evolution, risks, trade-offs, and implementation approaches. End-to-End China CRM Lifecycle ManagementLead the full lifecycle management of Veeva China CRM, including strategy, project delivery, release planning, deployment, hyper-care, steady-state support, enhancement management, issue resolution, and continuous improvement. Ensure the CRM platform is reliable, scalable, secure, and fit for business purposes, with strong operational discipline across both project and production environments. Oversee both transformation initiatives and day-to-day platform operations, ensuring an effective balance between innovation, service stability, responsiveness, and execution quality. Drive structured delivery and operational excellence through agile, product-oriented, and service management practices. Regional & Global CRM CollaborationPartner closely with the global CRM organization to support Vault CRM rollout activities across Asia Pacific markets, including requirement alignment, localization considerations, rollout readiness, lessons learned, and post-deployment support approaches. Represent China IT in global CRM forums, governance discussions, and delivery workstreams, contributing local market insights while ensuring adherence to enterprise standards and strategic direction. Support cross-market collaboration and knowledge sharing to accelerate regional CRM maturity and enable consistent, high-quality implementation outcomes. Commercial Application Ecosystem & DevOps ManagementLead lifecycle and DevOps management for CRM-adjacent commercial systems and capabilities, including but not limited to DDI, SPL, Territory and Targeting, Sales Forecasting, and other related commercial technology platforms. Ensure coordinated planning, enhancement delivery, release governance, support processes, and service continuity across the broader CRM ecosystem. Drive robust operational management practices across integrated applications to support business continuity, data integrity, platform performance, and user experience. Change Management & AdoptionDrive business readiness, user adoption, and change management activities to maximize value realization from CRM platform capabilities, process changes, and new ways of working. Partner with business stakeholders, training leads, and support teams to ensure effective communication, stakeholder engagement, readiness planning, and adoption support for CRM-related initiatives. Monitor adoption feedback, user experience, and process effectiveness to identify opportunities for improvement and strengthen long-term business outcomes. Innovation / Future-State CRM Capabilities Identify opportunities to evolve CRM capabilities in support of future commercial models, including next-generation customer engagement, digital enablement, and data-driven field effectiveness. Partner with global teams and business stakeholders to assess innovative use cases, platform enhancements, and emerging capabilities that can improve commercial impact while remaining aligned with enterprise standards and market needs. Contribute to the longer-term evolution of China and regional CRM capabilities by shaping a forward-looking roadmap that balances foundational platform delivery with future-state business value. People Leadership & Capability Building Lead and develop a team of contractors and external resources supporting CRM platforms and related commercial systems. Provide coaching, direction, and performance feedback to strengthen delivery discipline, technical capability, stakeholder engagement, and business partnership effectiveness. Foster a culture of collaboration, accountability, continuous improvement, and alignment with global best practices across the China IT organization. Qualifications & Experience Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, Business Technology, or a related field Professional Experience 10+ years of progressive IT experience, with significant experience in CRM platforms, commercial systems, and enterprise application delivery. Demonstrated experience leading the end-to-end lifecycle of enterprise CRM or customer-facing commercial platforms, including both project implementation and ongoing operations. Strong experience partnering with commercial business functions and supporting capabilities such as sales force effectiveness, omni-channel engagement, territory management, targeting, and forecasting. Experience driving business change, adoption, and stakeholder alignment for technology-enabled transformation initiatives. Experience working in a global, matrixed environment with shared platforms, regional stakeholders, and enterprise governance requirements. Experience in regulated industries such as life sciences, healthcare, or pharmaceuticals is str