Director, CRM Insights Enablement

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Summary:

The Director, CRM Insights Enablement is a strategic leadership role responsible for transforming how data-driven insights are embedded into CRM to power more effective field engagement and decision-making. This role drives the integration of advanced analytics, AI, and omnichannel insights into seamless, user-friendly CRM experiences that support both commercial and medical teams.

Operating with a strong product mindset, the Director defines the vision, roadmap, and operating model for next-generation CRM insights capabilities, ensuring alignment with enterprise commercial strategy and customer experience goals.

This position works cross-functionally with business leaders, analytics, and technology teams to deliver scalable, AI-enabled solutions that improve engagement quality, accelerate decision-making, and enhance customer outcomes.

Responsibilities:

Enterprise CRM Insights Strategy & Roadmap

• Own the strategic development and execution of CRM Insights Enablement, leveraging agentic frameworks and automation to deliver seamless, high-value intelligence.
• Align roadmap with customer experience (CX), digital transformation, and omnichannel priorities.
• Prioritize capabilities based on measurable impact on engagement quality and field effectiveness.
• Build and maintain a transparent, continuously evolving CRM insights roadmap aligned with broader CRM/product strategy and business priorities.
• Drive clear prioritization frameworks (e.g., impact vs. effort, adoption, ROI) to optimize investment decisions.

Actionable Insight Integration & Pre-Call Planning

• Integrate actionable, AI-driven pre-call insights at HCP and territory levels, ensuring direct CRM connectivity for TAS and MSL field planning.
• Ensure insights are embedded in intuitive, workflow-aligned experiences that minimize friction and maximize adoption (“insights in the flow of work”).

Agentic Automation & Closed-Loop Feedback Enablement

• Enable structured and unstructured closed-loop feedback collection from field interactions.
• Leverage next-generation AI approaches (including agentic and generative AI) to continuously learn from feedback and improve recommendations at scale.

CRM User Experience, Visualization, & Transformation

• Enhance user experience and embed high-value visualizations.
• Drive UX simplification and optimization to ensure CRM remains a productivity multiplier for the field.

Measurement, Impact, & Reporting

• Automate capture and analysis of key impact metrics.
• Establish and track a comprehensive product performance framework, including adoption, usage, engagement quality, delivery metrics (e.g., backlog health, release outcomes), and business impact.
• Provide regular updates to leadership on progress, risks, and opportunities.

Compliant Data Integration & Channel Orchestration

• Support compliant orchestration across channels.
• Partner with governance bodies to ensure alignment with enterprise CRM governance, data standards, and compliance frameworks.

Field & Medical Enablement

• Design optimal CRM experiences and drive adoption.
• Actively drive adoption and behavior change through structured enablement, communication, and feedback loops.
• Evangelize CRM insights capabilities and impact across business stakeholders and leadership forums.

Governance, Privacy & Trust

• Implement privacy-by-design and AI governance.
• Ensure explainability, transparency, and human-in-the-loop controls for AI-driven recommendations.

Cross-Functional Leadership & Change Management

• Act as a connector across teams.
• Build strong partnerships across business, analytics, and IT to ensure alignment on priorities, delivery, and long-term transformation goals.

Qualifications:

• Bachelor’s degree in Business, Information Systems, Data Science, Statistics, or related field required.
• MBA or MS preferred.
• Minimum 8 years in CRM analytics, commercial insights, omnichannel measurement, or digital analytics in pharma/biotech or comparably regulated industry.
• Proven success driving CRM transformation initiatives, including insights enablement, adoption, and measurable business impact.
  Experience working within large-scale CRM ecosystems (e.g., Salesforce, Veeva) and understanding of evolving CRM technologies and AI capabilities.
• Proven leadership as product owner for CRM-embedded insights, feedback systems, and agentic automation features.
• Minimum 3 years managing cross-functional programs and teams.
• Extensive experience with Veeva/Salesforce and integration with marketing automation/CDP platforms (e.g., SFMC, Adobe).
• Successful track record in enabling closed-loop measurement and field-deployable decision support in CRM.
• Experience guiding BI&T and offshore (Hyderabad) analytics/engineering teams to deliver scalable, robust solutions.

Technical & Domain Skills:

• Expertise in CRM data models, decision science outputs (KDA, MMx, NBA logic), and operationalization of AI-enabled copilots and agentic assistive features.
• Proven proficiency in automation, agentic frameworks, and feedback lifecycle management.
• Strong understanding of CRM ecosystem architecture (Salesforce, Veeva, Data Cloud/CDP platforms) and integration with analytics and AI solutions.
• Familiarity with generative AI, machine learning, and practical applications in sales/marketing use cases.
• Understanding of AI governance, privacy, risk, and regulatory compliance.
• Comfortable with SQL/Python concepts for requirements, QA, and ongoing data analysis.
• High data literacy and advanced visualization skills.
• Exceptional communication, stakeholder engagement, and change leadership abilities.
• Familiarity with specialty/rare disease field models and CRM AI-driven support features.

#CASA

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

Princeton - NJ - US: $199,500 - $241,741 


The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

​Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1602327 : Director, CRM Insights Enablement