Senior Manager Sales Force Automation

Job Title Senior Manager - SFE Business Unit Strategic Business Research Location Mumbai At Sun Pharma we commit to helping you Create your own sunshine - by fostering an environment where you grow at every step take charge of your journey and thrive in a supportive community Are You Ready to Create Your Own Sunshine As you enter the Sun Pharma world you ll find yourself becoming Better every day through continuous progress Exhibit self-drive as you Take charge and lead with confidence Additionally demonstrate a collaborative spirit knowing that we Thrive together and support each other s journeys Key responsibilities Customer Data Management Own doctor and chemist master data - ensuring accuracy completeness and compliance Lead data governance cleansing deduplication and periodic refresh processes Define SLAs TATs for new customer additions and updates Continual coordination with business stakeholders for customer master updation and changes CRM Strategy Governance Define and implement the CRM vision roadmap and adoption strategy across all BUs Establish CRM policies guidelines and SOPs aligned to sales and marketing priorities Drive continuous improvement initiatives for CRM usability and effectiveness Project management and tracking of overall existing modules and enhancement operations related to CRM platform Helpdesk Management Higher emphasis on customer master data Lead the CRM iPad Helpdesk team for field force and business unit support Define and monitor SLAs for query resolution iPad dispatches and technical troubleshooting Track and report helpdesk performance metrics ticket volume TAT first response rate user satisfaction Establish knowledge base FAQs and self-service portals to reduce repeat queries Act as an escalation point for unresolved or high-priority issues Field Force Enablement Drive CRM adoption through trainings refreshers and change management Capture field feedback to improve CRM usability and support processes Monitor usage KPIs logins call reporting coverage engagement quality Leadership Vendor Internal Stakeholder Management Lead a team of CRM admins data stewards helpdesk executives and analysts Manage external CRM vendors helpdesk partners and data providers Track budget utilization resource allocation and vendor SLAs Compliance Risk Control Ensure CRM helpdesk activities follow pharma compliance standards OPPI EFPIA codes internal SOPs Maintain audit trails documentation and system access controls Job Requirements Educational Qualification Graduate Postgraduate in Business Administration Information Technology related field MBA or equivalent qualification must Experience 8-12 years of overall experience in Sales Force Automation Data Management or CRM Lead Minimum 3-5 years of direct experience in Customer Master Data Management Additional Skills Strong knowledge of Customer Master Data Management MDM processes and governance Hands-on experience with Sales Force Automation SFA CRM tools and databases Expertise in data quality cleansing validation and reporting frameworks Ability to design and implement SFA workflows hierarchies and approval processes Understanding of compliance requirements e g Pharma compliance taxation laws like 194R if applicable Advanced proficiency in Excel Strong stakeholder management and cross-functional collaboration abilities Analytical and problem-solving mindset with high attention to detail Excellent communication and presentation skills Ability to lead teams train users and drive adoption of SFA CRM modules Proactive attitude with ownership for deliverables Your Success Matters to Us At Sun Pharma your success and well-being are our top priorities We provide robust benefits and opportunities to foster personal and professional growth Join us at Sun Pharma where every day is an opportunity to grow collaborate and make a lasting impact Let s create a brighter future together Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employee within this classification It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees as assigned to this job Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of incumbent s