Field CRM Lead

Dompé is an Italian bio-pharmaceutical company that focuses on innovation, where a long tradition in the field of personal wellness goes hand-in-hand with a commitment to research and development to meet unsatisfied therapeutic needs.

Established in 1940 in Milan, Dompé has an industrial and biotech research hub in L’Aquila, in addition to branches in Europe (Barcelona, Berlin, Paris and Tirana). The company has approximately 900 employees. The US headquarters of Dompé are based in Boston (R&D) and in the San Francisco Bay Area (Commercial Operations).

Job Summary:

The Senior Manager, Field CRM is the strategic owner and business administrator of the company's customer relationship management (CRM) ecosystem across the entire US commercial organization. Reporting directly to the Senior Director of Commercial Operations, this high-impact role is responsible for driving field force effectiveness and productivity by optimizing the CRM experience for all user profiles—including Key Account Managers (KAMs), Field Marketing, Field Access Managers (FAMs), and Patient Access Managers (PAMs).
The Senior Manager serves as the primary bridge between commercial strategy, IT/technical development teams, and external systems integrators. This role leads the prioritization of platform enhancements, manages the implementation of digital field capabilities, governs system configurations across Veeva CRM and Salesforce, and ensures that the overall CRM user experience aligns with industry best practices and strict compliance standards.

Essential Functions:

A. CRM Platform Ownership & Product Roadmap | Estimate: 35% of Time
• Vision in leadership: Develop and drive a clear organizational vision for our field CRM systems, and drive functionality, usage, and effectiveness in support of helping our field teams maximize performance.
• Multi-Platform Stewardship: Own the functional configuration, optimization, and system lifecycle of Veeva CRM (supporting sales, account management, and field marketing) and Salesforce (supporting Patient Services/FAM and PAM workflows). Play an active role in the overall experience with CRM and our reporting dashboard to ensure an optimized experience.
• Enhancement Prioritization: Direct the governance framework to capture, evaluate, and prioritize system enhancements, translating field user feedback and brand strategies into structured CRM and reporting product backlogs.
• Vendor & Integrator Governance: Partner with IT to lead collaborations with platform vendors, data consulting groups (e.g., ZS Associates), and implementation agencies to steer project timelines and scope deliveries.
• System Integration Alignment: Oversee how the CRM architecture connects with peripheral data systems, ensuring territory alignments, data change requests (DCRs), and roster changes sync cleanly across all commercial applications.

B. User Experience (UX) Advocacy & Field Enablement | Estimate: 25% of Time
• Cross-functional leadership: Drive consistent proactive cross functional collaboration to align enhancements to the broad vision and tactical decisions
• Voice of the Field: Serve as the definitive advocate for CRM user experience, implementing structured feedback mechanisms (e.g., field surveys, operational focus groups) to identify and systematically resolve process friction.
• Training Strategy & Program Delivery: Partner with commercial trainers to design, deploy, and co-facilitate ongoing system education, monthly commercial operations office hours, and robust CRM onboarding for new field hires.
• Advisory Council Leadership: Establish and lead a monthly Field CRM Advisory Team to capture real-time system performance insights and pilot usability solutions before broad field deployment.

C. Digital Capabilities & Campaign Execution | Estimate: 20% of Time
• CRM and Dashboard Experience: Partner with IT and the data team to ensure the CRM interface provides seamless, high-performance integration with data visualization dashboards to ensure a connected user experience. Think beyond the CRM system, and think about the user. Partner closely with functions, the analytics team, and the data team to develop a broad point of view and reflect it effectively.
• Marketing Digital Support: Partner with marketing operations to drive the technical capabilities and system setups to support the digital dissemination of promotional assets, detailing tools, and remote engagement platforms (e.g., RTEs).

D. Data Quality & Compliance Governance | Estimate: 20% of Time
• Platform Compliance Control: Partner with Legal and Compliance to enforce strict data privacy, HIPAA, and compliance guardrails within both Veeva and Salesforce, ensuring correct tracking systems for field interactions.

• Data Hygiene Standards: Establish and monitor data entry expectations, validation rules, and data cleansing practices across both CRMs to maintain high-quality customer data profiles.

Experience & Education:

• Bachelor’s Degree: Required (preferably in Business Administration, Information Systems, Healthcare Management, Marketing, or a related commercial/technical discipline).
• Biopharma / Life Sciences Industry: 6+ years of progressive experience within commercial operations, sales operations, or marketing operations in the pharmaceutical, biotechnology, or medical device industries.
• Commercial Tech Stack Ownership: 4+ years of hands-on experience managing, configuring, or strategically administering life sciences CRM platforms—specifically Veeva CRM and Salesforce.
• Multi-User Profile Governance: Proven track record of supporting and optimizing CRM workflows for matrixed field team roles, including Key Account Managers (KAMs/Sales), Field Marketing, Field Access Managers (FAMs), and Patient Access Managers (PAMs).
• Vendor & Integrator Oversight: Demonstrated experience managing external implementation partners, data consulting firms, MarTech vendors, or systems integrators.
• Product Roadmap & Enhancements: Experience designing user feedback loops, collecting field requirements, managing technical backlogs, and leading phased enhancement releases.
• Cross-Functional Data Architecture: Deep working knowledge of how CRM environments integrate with peripheral commercial data systems, including data visualization dashboards, territory alignment processes, data change requests (DCRs), and roster controls.
• Regulatory & Compliance Acumen: Thorough understanding of healthcare compliance rules governing field interactions, promotional material usage, HIPAA/data privacy guardrails, and aggregate spend tracking.

Preferred but not required experience, knowledge, and skills
• Advanced Degree / Certifications (Preferred):
○ Master’s Degree (MBA or MS in Information Systems/Healthcare) is a plus.
○ Administrator or Consultant Certifications in Veeva CRM (e.g., Veeva Certified Administrator) and/or Salesforce (e.g., Salesforce Certified Administrator / Sales Cloud Consultant).

BENEFITS OF JOINING OUR TEAM
• Comprehensive medical benefits: we value access to healthcare for our patients as well as our employees
• Generous vacation / holiday time off: we care about our employees and encourage a balanced lifestyle
• Competitive 401(K) matching

$125,000 - $200,000

At Dompe, we offer an attractive compensation package to our team members. Any offer would include a competitive base salary (estimate shared above), incentive bonus, and benefits package customary to the position. Actual individual pay is determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

We believe that the unique contributions of all employees create our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.