Head of Commercial Operations & CRM (Europe & Intercontinental)

Make your mark for patients

Head of Commercial Operations & CRM (Europe & Intercontinental)

We are looking for a strategic, visionary and execution-oriented leader to join our Insights-to-Impact (I2I) team as Head of Commercial Operations & CRM (Europe & Intercontinental) based at our HQ in Brussels, Belgium.

About the role

In this senior leadership role, you will elevate customer engagement and ensure effective execution of asset strategies across Europe and the Intercontinental Regions (~50 countries. As part of UCB’s Insights-to-Impact (I2I) Team, combining finance, business analytics and operational excellence, you will co-own the end-to-end systems and processes that support customer-facing teams across Commercial, Medical, Market Access and Marketing/Omnichannel.

A central focus of this role is to lead our upcoming CRM migration—governing the programme, guiding change, and aligning regional and global stakeholders. You will ensure efficiency, consistency and scalability of core systems and processes, and translate asset strategies into clear, data-informed execution plans with measurable impact.

You will lead an international team of Operations Managers and Subject Matter Experts, fostering collaboration, innovation and continuous improvement. Through effective partnerships with Digital Technology, Omnichannel and Data teams, you will strengthen our execution maturity across all regions.

Who you'll work with

You will join a diverse global Insights-to-Impact team and work closely with colleagues across Commercial, Medical, Market Access, Marketing & Omnichannel, and Digital Technology. In this role, you will lead and develop a globally dispersed team of Operations Managers and Subject Matter Experts, while collaborating with a wide internal and external stakeholder community focused on advancing customer engagement excellence and operational execution.

What you'll do

• Shape and lead regional Strategic Commercial Operations, defining clear priorities, operating models and execution standards across Europe & Intercontinental.


• Develop and govern CRM, omnichannel and commercial excellence roadmaps aligned to business strategy and regional needs.


• Drive operational excellence by ensuring efficient, consistent and scalable processes, systems and data foundations across all customer-facing functions.


• Lead the design, optimisation and implementation of end-to-end commercial processes, including field force operations, omnichannel execution and performance enablement.


• Translate asset and brand strategies into actionable, data-informed execution plans with measurable commercial impact.


• Orchestrate and govern the CRM migration programme, including change leadership, cross-functional coordination and future-state capability building.


• Strengthen collaboration with Omnichannel, Digital Technology and Data teams to elevate customer engagement maturity and evidence-based decision-making.


• Build and strengthen high-impact internal and external stakeholder networks, driving alignment and accelerating execution across regions.


• Lead, inspire and develop a globally dispersed team of Operations Managers & SMEs, fostering innovation, accountability and operational excellence.

Education, experience & skills

• 15+ years of international experience in complex, matrixed environments, ideally with responsibility across multiple regions and functions.


• Proven people leader with a strong track record in leading and developing multinational, multifunctional teams at scale.


• Deep expertise in CRM and Commercial Excellence, including hands-on experience with platforms such as Veeva and/or Salesforce.


• Solid business acumen with the ability to focus on what drives impact and translate strategy into operational execution.


• Experience in the Pharmaceutical or Healthcare sector is a strong advantage, given the complexity of customer engagement, data models and regulatory frameworks.


• Preferred: Experience in Digital, Omnichannel and Digital Technology environments and their application in commercial execution.


• Bachelor’s or Master’s degree required; advanced degrees welcome.


• Versatile leadership profile with the ability to influence, inspire, and drive alignment across diverse seniority levels.


• Excellent stakeholder management and influencing skills, with demonstrated ability to build trust and drive outcomes in cross-functional settings.


• Advanced strategic project management capabilities, particularly in large-scale transformation or migration programmes.


• High technology aptitude and blended technology-business understanding.


• Excellent communication and networking skills with credible presence at senior management levels.

Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you! 

About us 
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are over 9.000 people in all four corners of the globe, inspired by patients and driven by science. 

Why work with us? 
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential. 

At UCB, we’ve embraced a hybrid-first approach to work, bringing teams together in local hubs to foster collaborative curiosity. Unless expressly stated in the description or precluded by the nature of the position, roles are hybrid with 40% of your time spent in the office.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws. 
 
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected]. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.