Customer Relationship Management Lead - U.S. Office Lab Plant

PURPOSE AND SCOPE:

The Customer Relationship Management Lead serves as the primary interface between the Global Real Estate & Corporate Security function and senior business stakeholders, including the Global Medical Office (GMO) and other corporate functions.

This role ensures strong alignment between business priorities and real estate, facilities, and security solutions across U.S. office, laboratory, and manufacturing environments. The leader drives stakeholder engagement, communication, and prioritization, enabling effective execution of high-impact projects and portfolio initiatives.

This role reports to the Head of US Office, Lab & Plant Real Estate & Corporate Security.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Executive Stakeholder Partnership

• Act as the primary point of contact for assigned executive stakeholders, including GMO and functional leadership teams.
• Build strong, trusted relationships to understand business priorities, growth plans, and operational needs.
• Translate business strategy into real estate, facilities, and security priorities.
• Provide proactive guidance on portfolio implications, risks, and opportunities.

Cross-Functional Collaboration & Integration

• Serve as a key collaborator across operations, marketing, project management, and executive leadership teams.
• Ensure alignment and coordination across Real Estate, Design & Construction, Facilities, and Corporate Security functions.
• Facilitate prioritization of projects based on business impact, timelines, and resource availability.
• Act as the central integrator to ensure seamless execution across functions.

Communication & Portfolio Visibility

• Keep stakeholders informed on priority and high-growth projects, including timelines, milestones, and time-to-market metrics.
• Provide clear, consistent communication on project status, including progress, delays, risks, and mitigation plans.
• Ensure transparency around portfolio priorities, capital investments, and delivery timelines.
• Develop executive-level communications, dashboards, and reporting to support decision-making.

Escalation Management & Issue Resolution

• Identify and escalate risks, delays, and issues requiring leadership attention.
• Coordinate cross-functional responses to resolve challenges and maintain project momentum.
• Ensure timely communication of escalation items, including impacts and recommended actions.
• Drive accountability across teams to meet commitments and timelines.

LEADERSHIP AND COLLABORATION:

• Act as a strategic advisor and advocate for both the business and Real Estate & Corporate Security function.
• Collaborate closely with Transactions, Design & Space Planning, Construction, Facilities Management, and Corporate Security leaders.
• Support executive forums, governance processes, and business reviews with clear, actionable insights.
• Foster a culture of transparency, responsiveness, and strong partnership.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimal domestic travel is expected for this position.

SUPERVISION:

• Manages a small team

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelor’s degree; Advanced degree preferred

EXPERIENCE AND SKILLS:

• 10-12+ years of experience in business partnering, program management, real estate, or operations leadership
• Proven ability to influence and partner with senior executive stakeholders
• Experience in complex, multi-asset environments (offices, labs, manufacturing) preferred
• Strong understanding of project lifecycles and cross-functional execution
• Excellent communication skills, with the ability to translate complex information into executive-ready messaging
• Strong organizational and prioritization skills across multiple initiatives
• Ability to manage competing priorities in a fast-paced environment
• High level of business acumen and stakeholder focus

If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form