Senior Manager, Product Management - Core CRM

Business Introduction GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver 40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.Position Summary The Senior Manager, Product Management - Core CRM is responsible for the technology strategy, roadmap, architecture, lifecycle management, and operational excellence of GSK's US Vault CRM platform and Core CRM product ecosystem supporting the US Commercial organization. This role serves as the Technology Product Manager for Core CRM, owning the evolution of the platform and its associated capabilities while ensuring they remain scalable, secure, performant, compliant, and aligned with GSK's enterprise technology strategy. Working closely with Commercial stakeholders, Enterprise Architecture, Engineering, Data Management, and external technology partners, this role translates business priorities into technology capabilities and delivers a reliable, modern CRM platform that enables efficient and compliant customer engagement across the field organization. The Senior Manager is accountable for the end-to-end technology lifecycle of the Core CRM platform-including product strategy, architecture, CRM configuration, integrations, release management, operations, platform modernization, vendor management, adoption, and continuous optimization-balancing new business capabilities with platform health, technical debt reduction, operational stability, and long-term sustainability.Responsibilities This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following: Technology Product Strategy & Roadmap 1. Own the technology vision, strategy, roadmap, and lifecycle for the US Vault CRM platform and Core CRM product ecosystem. 2. Develop and maintain a multi-year technology roadmap aligned with Commercial priorities, enterprise architecture standards, Veeva product direction, and the broader Field Technology strategy. 3. Evaluate and enable new Vault CRM capabilities that improve field productivity, customer engagement, compliance, and user experience. 4. Balance new feature delivery with technical debt reduction, platform modernization, security, scalability, reliability, and operational excellence. 5. Define product investment priorities based on business value, technical feasibility, architectural alignment, platform health, and total cost of ownership. Core CRM Platform Product Management 1. Serve as Technology Product Manager for the US Vault CRM platform and associated capabilities including: - Customer Management - Call Reporting - Samples Management - Medical Inquiry - Approved Email - Engage - Media 1. Own product lifecycle management from ideation and configuration through deployment, operation, optimization, and retirement. 2. Lead CRM configuration, release planning, feature enablement, regression testing, deployment, and production support. 3. Evaluate new Veeva releases and capabilities and develop implementation plans that maximize business value while minimizing unnecessary customization. 4. Ensure platform stability, performance, security, regulatory compliance, and supportability. 5. Continuously simplify, standardize, and modernize the CRM product landscape. Platform Architecture & Technology Management 1. Partner with Enterprise Architecture, Solution Architecture, Engineering, Infrastructure, and Information Security teams to define the long-term technical direction of the Vault CRM platform. 2. Drive platform modernization initiatives including technology upgrades, release adoption, platform optimization, and lifecycle management. 3. Ensure technical solutions align with enterprise architecture principles, security requirements, integration standards, and reusable technology patterns. 4. Partner with engineering teams to improve platform performance and reliability while reducing operational complexity and total cost of ownership. CRM Data Integration & End-to-End Information Flow 1. Own the technology strategy for CRM integrations and end-to-end information flow into and out of the Vault CRM ecosystem. 2. Partner with Data Management, Master Data Management, Integration Engineering, Data Engineering, and enterprise platform teams to design scalable, reliable, and supportable integration solutions. 3. Oversee inbound and outbound integrations with enterprise platforms including MDM, Sampling, Valign, enterprise data platforms, identity services, and other commercial technologies. 4. Ensure high standards for data quality, integration reliability, monitoring, reconciliation, governance, and operational support. 5. Drive simplification and standardization of integration patterns and establish clear ownership for data quality and issue resolution across the CRM ecosystem. Delivery, Vendor & Operational Excellence 1. Manage strategic relationships with Veeva, implementation partners, and internal technology delivery teams. 2. Lead product releases, platform upgrades, testing strategies including expansion of automated regression testing, deployments, and production readiness. 3. Prioritize and manage the product backlog using Agile Product Management practices. 4. Establish product performance metrics and monitor platform reliability, availability, adoption, operational health, and user satisfaction. 5. Drive continuous improvement initiatives that improve platform stability, simplify support, strengthen incident and problem management, and reduce operational costs. 6. Manage vendor performance, defect resolution, service levels, financial commitments, and technology roadmaps. Business Partnership & Product Adoption Build strong partnerships with Sales, Commercial Operations, Marketing, Medical, and Digital, Data & Technology organizations to understand evolving business priorities. Translate business objectives into scalable technology capabilities and product investments while challenging requirements that create unnecessary customization or t