Senior Manager-CRM

Hi,

We are having an opening for Senior Manager -CRM at our Mumbai location.

Core CRM & Leadership

• 15+ years in CRM/MarTech or Commercial IT; 710 years leading teams/programs.
• Proven ownership of enterprise CRM portfolios across multiple markets/business units with executive stakeholder management and OKR delivery.
• Strong program governance: quarterly planning, release trains, risk/issue management, contractual/SOW governance, and benefits tracking.

Pharma CRM & Compliance

• Deep expertise in SFE/CRM: CLM/eDetailing, call reporting, territory/STP, sample management, chemist/retail reporting, RCPA, expense workflows.
• Compliance by design: UCPMP, DPDP (India), GDPR, 21 CFR Part 11 controls, consent & preference management, PV/AE intake and routing.

Architecture, Data & Integrations

• Hands-on solution leadership on Salesforce/Veeva/Phyzii/Dynamics; API-first patterns (REST/webhooks/iPaaS), ETL/ELT (Informatica/Talend/ADF), and robust data models for HCP/HCO/affiliations.
• Experience with DWH/CDP (Snowflake/BigQuery), MDM/identity resolution, data quality, monitoring/observability.

Analytics & Adoption

• KPI frameworks for SFE dashboards/exec scorecards (Tableau/Power BI/CRM Analytics).
• Change leadership: training playbooks, adoption telemetry, field coaching loops.

Certifications (nice to have)

• Salesforce Admin/App Builder or Veeva CRM; PMP/Prince2/Agile; Data Privacy certification; MBA preferred.

Areas Of Responsibility:

1) Strategy & Portfolio Governance

• Define 1224-month CRM roadmap aligned to commercial strategy; prioritize multi-market value delivery and platform standardization.
• Drive quarterly portfolio reviews, OKRs, and benefits realization with Finance and BU leadership.

2) Delivery Excellence

• Lead cross-market implementations/upgrades (CLM, STP, Chemist Reporting, Consignment Acknowledgement, Expenses) with clear scope, timelines, and quality gates.
• Run robust release governance (DevSecOps), regression automation, and hypercare playbooks.

3) Platform & Data Foundation

• Strengthen SFE capabilities, role hierarchies, security, audit, and data stewardship; institutionalize consent capture and audit trails.
• Land scalable integrations with DWH/MDM/ERP and marketing channels; enforce API standards and observability (logging, tracing, alerts).

4) Operations & Risk

• Own L1L3 support SLAs, problem management, incident MTTR, and continuous improvement; ensure capacity planning and DR/BCP readiness.
• Maintain compliance posture with zero critical audit findings; coordinate with Legal/Compliance/Pharmacovigilance.

5) Insights & Value Realization

• Publish executive/field dashboards with trusted metrics; track adoption (logins, CLM utilization, call capture quality) and drive uplift actions.
• Quantify ROI: completeness of call reporting, cycle-time reductions, pull-through on campaigns.

6) Vendor & Financial Management

• Lead OEM/SI partnerships, performance scorecards, and commercial optimization; negotiate SOWs and manage license/run budgets.
• Benchmark unit costs; redeploy savings into high-ROI backlog items.

7) People & Change Leadership

• Build and mentor a high-performing team (admins, BAs, analysts); succession planning and upskilling (privacy, data, CRM automation).
• Socialize SOPs, playbooks, and change narratives to drive sticky adoption.

Educational Qualification: BE/ BTECH/MBA

Specific Certification: Salesforce/M365 Dynamics/Veeva (preferred); PMP/Prince2/Agile (preferred); Data Privacy (preferred).

Experience: 15+ years total; 710 years leading teams/programs in pharma or regulated industries; multi-country delivery track record.