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

• Own the technology vision, strategy, roadmap, and lifecycle for the US Vault CRM platform and Core CRM product ecosystem.
• Develop and maintain a multi-year technology roadmap aligned with Commercial priorities, enterprise architecture standards, Veeva product direction, and the broader Field Technology strategy.
• Evaluate and enable new Vault CRM capabilities that improve field productivity, customer engagement, compliance, and user experience.
• Balance new feature delivery with technical debt reduction, platform modernization, security, scalability, reliability, and operational excellence.
• Define product investment priorities based on business value, technical feasibility, architectural alignment, platform health, and total cost of ownership.

Core CRM Platform Product Management

• 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

• Own product lifecycle management from ideation and configuration through deployment, operation, optimization, and retirement.
• Lead CRM configuration, release planning, feature enablement, regression testing, deployment, and production support.
• Evaluate new Veeva releases and capabilities and develop implementation plans that maximize business value while minimizing unnecessary customization.
• Ensure platform stability, performance, security, regulatory compliance, and supportability.
• Continuously simplify, standardize, and modernize the CRM product landscape.

Platform Architecture & Technology Management

• Partner with Enterprise Architecture, Solution Architecture, Engineering, Infrastructure, and Information Security teams to define the long-term technical direction of the Vault CRM platform.
• Drive platform modernization initiatives including technology upgrades, release adoption, platform optimization, and lifecycle management.
• Ensure technical solutions align with enterprise architecture principles, security requirements, integration standards, and reusable technology patterns.
• 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

• Own the technology strategy for CRM integrations and end-to-end information flow into and out of the Vault CRM ecosystem.
• Partner with Data Management, Master Data Management, Integration Engineering, Data Engineering, and enterprise platform teams to design scalable, reliable, and supportable integration solutions.

…