Senior Director, Customer CRM

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* Who We Are:

** The Digital Experience team at Genentech is focused on shaping the future of patient and customer connections through digital innovation and human-centered design. They use AI, digital engagement, content management, human-centered design, and omnichannel strategies to create personalized and meaningful experiences. Genentech aims to be digitally enabled and human-centered in their approach to engagement to deliver life-changing medicines.
* This position is based in South San Francisco, CA and requires an onsite presence at our Genentech Campus
* Relocation benefits are available on this job posting.

The Patient customer type is explicitly excluded from this role’s product scope and is managed under a separate CRM product.
* 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.
* 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.
* Bachelor’s degree in business, technology, operations, science, marketing, or a related field.
* Strategic Product Leadership:
Proven ability to lead the full product lifecycle—from vision through delivery—driving innovation through industry insights and data-driven strategies.
* Technical Proficiency and

Collaboration:

Technically fluent in CRM platforms, data systems, and product architecture; skilled at aligning business strategy with technical execution, resource planning, and cross-functional collaboration.
* Team Management and Development:
Strong leadership and communication skills with a proven track record of managing teams, influencing stakeholders, and driving change within agile, regulated environments.
* Strategic Agility:
Strategic thinker with the ability to balance short-term execution and long-term vision, navigate ambiguity, and adapt to rapidly changing business needs.

- 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.
* 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…