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Job Description
 

The Associate Director, IT – CRM is accountable for leading the strategy, delivery, and ongoing operation of CRM platforms and related commercial systems that support Gilead China’s business priorities, aligned with Gilead’s global digital and CRM strategies.

This role serves as the primary IT leader for CRM capabilities in China, with end-to-end accountability for the lifecycle of Veeva China CRM and its surrounding commercial application ecosystem. The role partners closely with China business stakeholders—particularly Commercial Planning & Operations (CP&O), including Sales Force Effectiveness (SFE), and Omni-channel Customer Engagement Teams - to translate business priorities into scalable, compliant, and business-value-driven technology capabilities.

In addition to China market accountability, this role works in close partnership with global CRM teams to support Vault CRM deployment and readiness activities across selected Asia Pacific markets, including but not limited to Hong Kong, Taiwan, and Singapore.

The role also plays an important part in enabling business readiness, user adoption, and future-state CRM innovation, ensuring that technology investments deliver measurable and sustainable value for China and the broader region.

Key Responsibilities

CRM Strategy & Business Partnership

• Serve as the primary IT partner to China Commercial and CP&O stakeholders for CRM strategy, roadmap planning, prioritization, and execution.
• Build strong partnerships with business leaders, especially across SFE and omni-channel functions, to understand strategic priorities, identify capability gaps, and define technology-enabled solutions that improve customer engagement and commercial effectiveness.
• Translate business needs into clear product roadmaps, delivery plans, enhancement priorities, and measurable business outcomes, while ensuring alignment with Gilead’s broader CRM and digital strategies.
• Provide thought leadership and trusted advisory support on CRM capabilities, platform evolution, risks, trade-offs, and implementation approaches.

End-to-End China CRM Lifecycle Management

• Lead the full lifecycle management of Veeva China CRM, including strategy, project delivery, release planning, deployment, hyper-care, steady-state support, enhancement management, issue resolution, and continuous improvement.
• Ensure the CRM platform is reliable, scalable, secure, and fit for business purposes, with strong operational discipline across both project and production environments.
• Oversee both transformation initiatives and day-to-day platform operations, ensuring an effective balance between innovation, service stability, responsiveness, and execution quality.
• Drive structured delivery and operational excellence through agile, product-oriented, and service management practices.

Regional & Global CRM Collaboration

• Partner closely with the global CRM organization to support Vault CRM rollout activities across Asia Pacific markets, including requirement alignment, localization considerations, rollout readiness, lessons learned, and post-deployment support approaches.
• Represent China IT in global CRM forums, governance discussions, and delivery workstreams, contributing local market insights while ensuring adherence to enterprise standards and strategic direction.
• Support cross-market collaboration and knowledge sharing to accelerate regional CRM maturity and enable consistent, high-quality implementation outcomes.

Commercial Application Ecosystem & DevOps Management

• Lead lifecycle and DevOps management for CRM-adjacent commercial systems and capabilities, including but not limited to DDI, SPL, Territory and Targeting, Sales Forecasting, and other related commercial technology platforms.
• Ensure coordinated planning, enhancement delivery, release governance, support processes, and service continuity across the broader CRM ecosystem.
• Drive robust operational management practices across integrated applications to support business continuity, data integrity, platform performance, and user experience.

Change Management & Adoption

• Drive business readiness, user adoption, and change management activities to maximize value realization from CRM platform capabilities, process changes, and new ways of working.
• Partner with business stakeholders, training leads, and support teams to ensure effective communication, stakeholder engagement, readiness planning, and adoption support for CRM-related initiatives.
• Monitor adoption feedback, user experience, and process effectiveness to identify opportunities for improvement and strengthen long-term business outcomes.

Innovation / Future-State CRM Capabilities

• Identify opportunities to evolve CRM capabilities in support of future commercial models, including next-generation customer engagement, digital enablement, and data-driven field effectiveness.
• Partner with global teams and business stakeholders to assess innovative use cases, platform enhancements, and emerging capabilities that can improve commercial impact while remaining aligned with enterprise standards and market needs.
• Contribute to the longer-term evolution of China and regional CRM capabilities by shaping a forward-looking roadmap that balances foundational platform delivery with future-state business value.

 
People Leadership & Capability Building

• Lead and develop a team of contractors and external resources supporting CRM platforms and related commercial systems.
• Provide coaching, direction, and performance feedback to strengthen delivery discipline, technical capability, stakeholder engagement, and business partnership effectiveness.
• Foster a culture of collaboration, accountability, continuous improvement, and alignment with global best practices across the China IT organization.

 
Qualifications & Experience

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering, Business Technology, or a related field
• Professional Experience
• 10+ years of progressive IT experience, with significant experience in CRM platforms, commercial systems, and enterprise application delivery.
• Demonstrated experience leading the end-to-end lifecycle of enterprise CRM or customer-facing commercial platforms, including both project implementation and ongoing operations.
• Strong experience partnering with commercial business functions and supporting capabilities such as sales force effectiveness, omni-channel engagement, territory management, targeting, and forecasting.
• Experience driving business change, adoption, and stakeholder alignment for technology-enabled transformation initiatives.
• Experience working in a global, matrixed environment with shared platforms, regional stakeholders, and enterprise governance requirements.
• Experience in regulated industries such as life sciences, healthcare, or pharmaceuticals is strongly preferred.
• Experience with Veeva CRM, Vault CRM, or comparable commercial platforms in the life sciences industry is strongly preferred.

 
Technical & Functional Competencies

• Strong understanding of CRM platforms, commercial processes, and the supporting ecosystem of applications and data flows.
• Solid knowledge of enterprise solution delivery, systems integration, release management, application support, and service operations.
• Experience with Agile, product-based delivery, DevOps practices, and application lifecycle management.
• Strong understanding of data privacy, security, compliance, and control requirements in a regulated environment.
• Ability to translate business strategy into practical technology roadmaps, delivery priorities, and sustainable operating models.

 
Leadership & Communication Skills

• Strong stakeholder management skills with the ability to bridge business and technical teams.
• Demonstrated ability to influence and collaborate in a matrix environment.
• Structured, execution-oriented mindset with attention to quality and risk management.
• Strong communication, facilitation, and relationship-building skills across local, regional, and global stakeholders.
• Fluent in English and Mandarin, both written and spoken.

IT 副总监 – CRM 负责领导 CRM 平台及相关商业系统的战略规划、交付和持续运营，以支持吉利德中国的业务优先事项，并与吉利德全球数字化和 CRM 战略保持一致。

该职位是中国 CRM 能力建设的主要 IT 负责人，对 Veeva China CRM 及其周边商业应用生态的全生命周期负端到端责任。该职位将与中国业务利益相关方紧密合作，尤其是商业规划与运营（CP&O）团队，包括销售效能（SFE）以及全渠道客户互动团队，将业务优先事项转化为可扩展、合规且以业务价值为导向的技术能力。
除负责中国市场外，该职位还将与全球 CRM 团队密切合作，支持 Vault CRM 在亚太部分市场的部署和准备工作，包括但不限于中国香港、中国台湾和新加坡。
该职位还将在业务准备、用户采用以及未来 CRM 创新能力建设方面发挥重要作用，确保技术投资能够为中国及更广泛区域带来可衡量且可持续的价值。

主要职责
CRM 战略与业务伙伴关系

• 作为中国商业团队和 CP&O 相关利益方在 CRM 战略、路线图规划、优先级排序及执行方面的主要 IT 合作伙伴。
• 与业务领导者建立紧密合作关系，尤其是在 SFE 和全渠道职能领域，理解战略优先事项、识别能力差距，并定义能够提升客户互动和商业成效的技术赋能解决方案。
• 将业务需求转化为清晰的产品路线图、交付计划、优化优先级和可衡量的业务成果，同时确保与吉利德更广泛的 CRM 和数字化战略保持一致。
• 围绕 CRM 能力、平台演进、风险、取舍和实施路径提供思想领导力和可信赖的顾问支持。
• 中国 CRM 全生命周期管理
• 领导 Veeva China CRM 的全生命周期管理，包括战略规划、项目交付、发布计划、部署、上线后支持（hypercare）、稳态支持、优化管理、问题解决和持续改进。
• 确保 CRM 平台可靠、可扩展、安全且符合业务用途，并在项目和生产环境中保持严格的运营管理。
• 统筹转型项目和日常平台运营，在创新、服务稳定性、响应速度和执行质量之间实现有效平衡。
• 通过敏捷、产品导向和服务管理实践，推动结构化交付和卓越运营。
• 区域与全球 CRM 协作
• 与全球 CRM 组织紧密合作，支持 Vault CRM 在亚太市场的推广活动，包括需求对齐、本地化考量、上线准备、经验总结以及部署后支持方式。
• 代表中国 IT 参与全球 CRM 论坛、治理讨论和交付工作流，贡献本地市场洞察，同时确保遵循企业标准和战略方向。
• 支持跨市场协作和知识共享，加速区域 CRM 成熟度提升，并推动一致且高质量的实施成果。

商业应用生态与 DevOps 管理

• 负责 CRM 相关商业系统和能力的生命周期及 DevOps 管理，包括但不限于 DDI、SPL、Territory and Targeting、Sales Forecasting 以及其他相关商业技术平台。
• 确保更广泛 CRM 生态系统中的规划协同、优化交付、发布治理、支持流程和服务连续性。
• 推动集成应用的稳健运营管理实践，以支持业务连续性、数据完整性、平台性能和用户体验。
• 变革管理与用户采用
• 推动业务准备、用户采用和变革管理活动，以最大化 CRM 平台能力、流程变化和新工作方式带来的价值实现。
• 与业务利益相关方、培训负责人和支持团队合作，确保 CRM 相关项目具备有效的沟通、利益相关方参与、准备度规划和采用支持。
• 跟踪采用反馈、用户体验和流程有效性，识别改进机会，并强化长期业务成果。
• 创新 / 未来 CRM 能力
• 识别 CRM 能力演进机会，以支持未来商业模式，包括下一代客户互动、数字化赋能和数据驱动的一线团队效能提升。
• 与全球团队和业务利益相关方合作，评估创新用例、平台优化和新兴能力，在符合企业标准和市场需求的前提下提升商业影响力。
• 通过制定兼顾基础平台交付和未来业务价值的前瞻性路线图，推动中国及区域 CRM 能力的长期演进。
• 人员领导与能力建设
• 领导并发展支持 CRM 平台及相关商业系统的承包商和外部资源团队。
• 提供辅导、指导和绩效反馈，以加强交付纪律、技术能力、利益相关方参与和业务伙伴合作成效。
• 在中国 IT 组织内营造协作、责任担当、持续改进以及与全球最佳实践保持一致的文化。

资质与经验

• 计算机科学、信息系统、工程、商业技术或相关领域的学士或硕士学位。
• 专业经验
• 10 年以上持续发展的 IT 工作经验，并在 CRM 平台、商业系统和企业应用交付方面具备丰富经验。
• 具备领导企业 CRM 或面向客户的商业平台端到端生命周期的经验，包括项目实施和持续运营。
• 具备与商业业务职能合作的丰富经验，并支持销售效能、全渠道互动、区域管理、目标客户管理和预测等能力。
• 具备推动技术赋能转型项目中的业务变革、用户采用和利益相关方对齐的经验。
• 具备在全球化、矩阵式环境中工作的经验，能够适应共享平台、区域利益相关方和企业治理要求。
• 优先考虑在生命科学、医疗健康或制药等行业的工作经验。
• 优先考虑具备生命科学行业 Veeva CRM、Vault CRM 或类似商业平台经验。
• 技术与职能能力
• 深入理解 CRM 平台、商业流程以及支撑应用和数据流生态。
• 扎实掌握企业解决方案交付、系统集成、发布管理、应用支持和服务运营。
• 具备敏捷、产品化交付、DevOps 实践和应用生命周期管理经验。
• 深入理解受监管环境中的数据隐私、安全、合规和控制要求。
• 能够将业务战略转化为切实可行的技术路线图、交付优先级和可持续运营模式。
• 领导力与沟通能力
• 具备出色的利益相关方管理能力，能够连接业务团队和技术团队。
• 具备在矩阵环境中施加影响并开展协作的能力。
• 具备结构化、注重执行的思维方式，并关注质量和风险管理。
• 具备面向本地、区域和全球利益相关方的优秀沟通、引导和关系建立能力。
• 中英文书面和口头沟通流利。
   

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.