Director, Customer Master & CRM Data Management

Benefits

Additional Information

Regeneron is seeking a Director, Customer Master & CRM Data Management to join our Commercial Organization! In this role, a typical day might include: The Director, Customer Master & CRM Data Management will report into the Executive Director, Commercial Data Management within the Commercial Strategy, Insights & Analytics (CSI&A) organization at Regeneron Pharmaceuticals, Inc. This role serves as the Commercial Customer Data Owner accountable for the integrity, quality, governance, and strategic evolution of Regeneron's commercial customer master data spanning HCP, HCO, address, affiliation, and hierarchy domains. The Director will also oversee overall commercial business needs related to a next-generation master data management (MDM) platform, as well as the insights and analytics (I&A) needs for Regeneron's next-generation customer relationship management (CRM) platform, while also ensuring continuity and excellence of data quality on the current platforms. The ideal candidate brings deep expertise in pharmaceutical customer data management, MDM & CRM platforms, and cross-functional stakeholder engagement, with the leadership presence to chair the Customer Master Data Council and drive commercial-wide alignment. This role might be for you if you can/have: Lead 1) Serve as the strategic Customer Data Owner for the commercial customer master, as well as the business owner of the MDM platform, setting the vision, standards, and roadmap for HCP, HCO, address, affiliation, and hierarchy data across all therapeutic areas and commercial systems (CRM, commercial data warehouse [CDW], and downstream platforms) 2) Chair the Customer Master Data Council; establish governance cadences, decision rights, and RACI frameworks across CSI&A, Commercial IT (CIT), and business stakeholders in alignment with the data governance operating model 3) As the business owner, in collaboration with CIT, define and drive the Commercial team's MDM platform transition through requirements definition, phased implementation, UAT, and go-live; own the ongoing customer master capability roadmap from a Commercial business perspective, including near-real-time CM-CRM-CDW synchronization, canonical data feeds, and next-gen identity resolution frameworks Develop 4) Build and formalize the Customer Master Data Governance program, including data dictionaries, Critical Data Element (CDE) catalogs, data quality (DQ) rule catalogs, and controlled field and intake channel standardization; establish and continuously improve data quality KPIs, SLA frameworks, and closed-loop remediation processes with dashboards providing transparent DQ and data change request (DCR) metrics to all stakeholders 5) Lead organizational change management associated with the MDM platform transition, including stakeholder communication, training, and adoption planning for internal teams and downstream system owners Partnership and Collaboration 6) Partner closely with CIT & Commercial platform leads (e.g., CRM, CDW), CRM product owners, CDW owners, and 3rd-party data vendors (IQVIA, MedPro) to ensure customer data flows correctly and consistently across all commercial systems 7) Manage external data vendor relationships including contract oversight, SLA enforcement, data delivery quality reviews, and issue escalation for customer master data sources 8) Oversee and mentor a team of data stewards (Lead Business Data Steward and TA/Brand-level stewards); foster a culture of data ownership, accountability, and continuous improvement in data quality practices Execute 9) Oversee day-to-day DCR governance, ensuring single intake, search-before-create enforcement, auto-approval thresholds, and timely SLA compliance 10) Perform and direct data analytics to troubleshoot customer master issues, quality-check system changes, validate affiliation and hierarchy integrity, and respond to ad hoc stakeholder questions 11) Document, maintain, and update all standard operating procedures (SOPs) and workflows related to customer master data management; ensure proper version control and cross-functional accessibility To be considered for this opportunity, you must have the following: BA/BS required; advanced degree (MBA, MS) preferred 12+ years of progressive experience in commercial data management within pharmaceutical or biotechnology (or 10+ years with MBA/MS); at least 3 years in a director-level or senior leadership role Deep expertise in pharmaceutical customer master data including HCP/HCO identity, affiliation management, hierarchy maintenance, address validation, and DCR governance processes Demonstrated experience leading or serving as business lead for an MDM platform implementation or major system transition (e.g., Reltio, Veeva Network, IQVIA OCE, Informatica MDM, or equivalent) Strong working knowledge of commercial customer data vendors and sources including IQVIA OneKey and MedPro, and their integration into commercial customer master platforms Experience establishi