Director, CRM Transformation and Enablement

This position is with Recordati Rare Diseases, Inc. (RRD), North America, an affiliate of Recordati.

Recordati Rare Diseases, Inc. (RRD) develops high-impact therapies for devastating rare diseases, focusing on providing often overlooked treatments to underserved communities in the U.S. Our mission is to mitigate the impact of rare diseases through increased awareness, improved diagnoses, and enhanced treatment availability, covering endocrinology, metabolic, and oncology franchises. RRD is dedicated to excellence, fostering a dynamic work environment that promotes professional growth and a significant impact on patients' lives.

Reporting Structure

Reports To: Vice President, Analytics & Insights
Direct Reports: CRM analyst(s) and administrator(s), built to suit; oversight of system integrator and vendor delivery teams
Areas Managed: Veeva Vault CRM transformation and enablement

Overview

The Director, Sales Force Enablement leads the strategy, transformation, and ongoing management of the CRM platform and connected field tools supporting Recordati Rare Diseases North America. The initial priority is to lead the transition from the legacy, vendor-operated CRM to Veeva Vault CRM. Following implementation, the Director serves as the long-term platform owner, accountable for the roadmap, field adoption, service performance, and continuous improvement. This leader translates Commercial and Medical Affairs needs into practical technology solutions that support effective customer engagement across Recordati’s rare disease portfolio. The role combines business partnership, technical judgment, program delivery, and vendor leadership, while building internal ownership of platform knowledge, business rules, and operating processes. The Director provides hands-on technical leadership, including design review, configuration assessment, and complex troubleshooting. Detailed build activities, routine administration, and first-line support are delivered through internal resources and external partners under the Director’s leadership

Essential Duties and Responsibilities

Transformation leadership
• Own the end-to-end program to move North America from the legacy CRM to Veeva Vault CRM: business case, scope, timeline, budget, and benefits tracking.
• Build and maintain the multi-year CRM roadmap, sequenced by wave (Commercial, then Medical, then Canada or as agreed), with gates, go/no-go criteria, and rollback plans at each stage
Design and build
• Translate commercial and medical business rules (call types, targeting, sampling, consent, MSL interactions, KOL plans) into Vault CRM configuration that is simple, compliant, and maintainable.
• Lead the solution architecture across Vault CRM and its suite: CLM, Approved Email, Events Management, MyInsights, Align, Network, and Vault PromoMats/MedComms content flows.
Testing and release management
• Establish the environment strategy (development, test, UAT, production) and the promotion path between them, including readiness for annual releases.
• Own the overall test strategy end to end: unit, system integration, regression, user acceptance, and computer system validation where applicable; maintain traceability from requirement to test to evidence.
Commercial and Medical enablement
• Serve Commercial and Medical on one platform with distinct roles, data visibility, and workflows that respect the separation between promotional and scientific exchange.
• Partner with Field Force Effectiveness, Training, and Marketing on adoption: role-based training, super-user networks, in-field support, and usage and data-quality dashboards, use field feedback and performance measures to prioritize improvements.
Operate and improve
• Serve as long-term product owner after go-live: enhancement backlog, release notes, oversight of administration and support, and vendor relationships.
• Ensure compliance with HIPAA, PIPEDA, Sunshine Act and state transparency reporting, PDMA sampling rules, and audit requirements, as applicable.

Education and Experience

• Bachelor's degree in information systems, engineering, life sciences, or a related field required; master's degree preferred.
• 12+ years in pharmaceutical or biotech commercial operations, commercial IT, or life sciences consulting.
• 10+ years of hands-on Veeva CRM experience and direct Vault CRM implementation or migration experience, including at least one full-lifecycle implementation or migration led personally, from design through cutover and hypercare.
• Demonstrated ability to build and defend a multi-year CRM roadmap with executives, and to deliver against it.
• Direct experience setting up and managing test strategy across environments, including UAT coordination with field users and validation documentation.
• Experience supporting both Commercial and Medical field teams on one platform.
• Record of directing system integrators and platform vendors on large, matrixed programs, including scope, budget, and quality.
• Experience leading internal or vendor teams, including developing team capabiloity and holding delivery teams accountable.

Preferred Qualifications

• Vault CRM Administrator or Vault Platform Administrator certifications preferred.
• Migration from a non-Veeva or vendor-operated legacy CRM into Veeva, including decoupling from an incumbent vendor's data and reporting services.
• Rare disease or specialty launch experience with small, high-touch field teams and specialty pharmacy or hub data.
• Salesforce platform fundamentals (the foundation of legacy Veeva CRM) and Veeva's Java SDK for Vault extensions.
• MDM platforms (Reltio, Informatica, Veeva Network), BI tools (Tableau, Power BI), and Veeva AI features with governance.
• Canadian market experience, including bilingual (English/French) field support and Health Canada and PIPEDA requirements.
• PMP or SAFe credentials

Knowledge and Skills

• Working knowledge of the Veeva commercial suite (CLM, Approved Email, Events Management, MyInsights, Align, Network) and its integration with Vault PromoMats/MedComms.
• Practical experience with CRM data integrations: customer master data management, HCP/HCO data, specialty pharmacy and hub feeds, and cloud data platforms such as Snowflake.
• Fluency in life sciences compliance requirements: HIPAA, PIPEDA, Sunshine Act and state reporting, PDMA, and 21 CFR Part 11 where applicable.
• Executive communication: able to translate technical issues into clear business decisions, including pivoting between interacting with senior leaders, and working with field users to resolve practical platform challenges.
• Strong analytical and problem-solving skills; comfortable with Jira, Smartsheet or Monday.com, and Microsoft Office.
• Ability to influence across all levels of the organization and manage multiple priorities with a positive, flexible attitude.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Based upon job requirements, employee may be required at times to attend meetings including travel out of state over weekends and nights. Employee must be able to freely operate and travel by car and train/plane modes of transportation. Employee is required to have a valid driver’s license and means of transportation.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be able to fly via commercial air carrier. This is largely a sedentary role; however, the employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms; talk and hear. Occasionally is required to lift and/or move light to moderate weight up to 25 lbs.

Location/Travel

• Hybrid – The location for this position is a combination of working from RRD Headquarters and remotely. Hybrid roles are require being in the office a minimum of 3 days per week
• The position may require travel time up to 10% of the time

EEO Statement

It is the policy of Recordati Rare Diseases to provide equal employment opportunity (EEO) to all persons regardless of race, color, religion, sex, sexual orientation, gender identity, or national origin. Further, Recordati Rare Diseases will not discriminate on the basis of any characteristic protected by federal, state, or local law. Recordati Rare Diseases will provide reasonable accommodation for qualified individuals with disabilities.

Disclaimer

The expected salary range for this role is $180,000 - $255,000, depending on skills, competency, and market demand for your expertise.
In addition to base salary, compensation at Recordati Rare Diseases North America includes an annual bonus, along with a comprehensive benefits program that includes:
• 401(k) plan with a 100% company match on contributions up to 6%
• Medical, dental, and vision insurance
• Mental health and wellness benefits
• Generous paid time off and holiday policies
• Weeklong winter holiday shutdown
• Life and AD&D insurance
• Weekly complimentary lunch when on-site
We also offer additional programs that support your health, wellbeing, and work-life balance.
Recordati Rare Diseases North America is proud to be an equal opportunity employer and will consider all qualified applicants for employment.
We are not accepting new third-party agencies or firms at this time. Please do not forward unsolicited agency resumes to our website, employees, or Human Resources. Recordati Rare Diseases North America will not pay fees to any third-party agency or firm associated with unsolicited resumes.