Director, CRM Platform Enablement & Adoption

Job Description Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient‑centric solutions, enhance customer engagement, and drive innovation. The Strategy, Platforms & Transformations team is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. The US CRM organization sits within Strategy, Platforms & Transformations and plays a crucial role in driving the transformation to a Customer 360 operating model. Reporting to the Executive Director, CRM Adoption & Enablement, this role serves as the enablement lead for one or many functions, responsible for translating CRM capabilities into practical, intuitive, and high‑impact experiences that drive sustained adoption and commercial value for field teams and/or internal users. The Director, Platform Enablement is responsible for driving CRM adoption and enablement for teams across Novartis US. This role ensures that users are equipped with the training, tools, and real‑world support needed to effectively leverage CRM capabilities in their customer and partner interactions and workflows. This position will be located at the East Hanover, NJ site and will not have the ability to be located re‑motely. This position will require 15% travel as defined by the business (domestic and/or international). There are 4 positions available. Major Accountabilities Enablement Strategy & Delivery — Develop and execute a comprehensive enablement strategy for users, aligned with CRM transformation goals and function‑specific objectives. Design and deliver role‑specific training programs, job aids, and enablement resources tailored to different user personas, including field sales and customer engagement workflows. Align enablement strategy with commercial performance goals such as targeting effectiveness, call execution quality, and customer engagement metrics. Design and implement train‑the‑trainer sessions to build internal expertise and scale enablement efforts. Empower selected field leaders and subject matter experts to deliver training, coach peers, and reinforce CRM adoption across teams. Partner with Medical, Sales and Commercial leadership and enablement teams to understand user needs, pain points, and adoption barriers specific to customer‑facing interactions. Drive AI and on‑platform strategies to deliver best‑in‑class enablement outcomes, leveraging advanced analytics, automation, and platform‑native capabilities to enhance training, support, and adoption. Adoption & User Experience — Own and drive adoption KPIs, establishing metrics that reflect sustained CRM engagement and commercial impact. Drive sustained adoption of CRM capabilities through proactive engagement, coaching, and field support. Conduct field engagement activities (e.g., ride‑alongs, field feedback sessions) to create practical, field‑ready enablement and understand real‑world challenges. Monitor adoption metrics and user feedback to identify gaps and continuously improve enablement approaches. Collaborate with CRM product teams to advocate for field user needs and influence platform enhancements. Cross‑Functional Collaboration — Partner with Communications to ensure users receive timely, relevant messaging about CRM updates and initiatives. Collaborate with other Platform Enablement leads to share best practices and ensure consistency across enablement programs. Coordinate with IT, training, and commercial operations teams to synchronize enablement activities with system rollouts and sales cycles. Engage in matrix leadership across a diverse portfolio of stakeholders without direct authority. Governance & Reporting — Establish enablement governance standards to ensure quality, consistency, and field impact. Track and report on vertical adoption KPIs, training completion, user satisfaction, and field‑driven commercial metrics for function‑specific audiences. Present enablement progress and insights to executive leadership and commercial stakeholders. Partner with the ED to drive sustained adoption of CRM capabilities. Essential Requirements Bachelor's degree required; Master's degree, MBA, or commercial/sales operations background preferred. 7+ years in enablement, training, consulting, change management, or related roles, preferably supporting Sales, Medical, Customer/Patient Engagement, or field force functions. Demonstrated success driving adoption of CRM or enterprise technology solutions within commercial or sales teams. Proven ability to coach and influence leadership and field teams on technology adoption and best practices. Strong understanding of pharmaceutical workflows, customer/patient engagement practices, and field operations. Experience working closely with field teams to understand practical, real‑world enablement needs and create field‑ready solutions. Experience designing and delivering role‑specific training and enablement programs at scale to diverse populations. Excellent stakeholder management skills with the ability to partner effectively with leadership and field teams. Proven matrix leadership experience in complex pharmaceutical or healthcare enterprise environments. Knowledge of CRM platforms (Salesforce, Veeva) and their application in commercial sales contexts. Compensation Summary The salary for this position is expected to range between $185,500 and $344,500 per year. The final salary offered is determined based on relevant skills and experience and will be reviewed upon joining Novartis. The compensation includes a performance‑based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards. US‑based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. Employees are also eligible for a generous time‑off package including vacation, personal days, holidays, and other leaves. EEO Statement The Novartis Group of Companies is an Equal Opportunity Employer. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. Accessibility and Reasonable Accommodations The Novartis Group of Companies is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process or to perform the essential functions of a position, please send an e‑mail to View email address on click.appcast.io or call View phone number on click.appcast.io and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Skills Desired Agility Brand Analysis Brand Awareness Commercial Excellence Cross‑Functional Collaboration Customer Engagement Customer Experience Customer Insights Data Strategy Digital Marketing Go‑To‑Market Strategy Healthcare Needs Healthcare Outcomes Influencing Skills Inspirational Leadership Launch Products Marketing Strategy Media Campaigns People Management Product Marketing Product Roadmap Return on Investment (ROI) Stakeholder Engagement Stakeholder Management #J-18808-Ljbffr 3M HEALTHCARE