Senior Manager

Job Title Senior Manager - CRM Lead Pharma Job Grade G9A Function IT Sub-function CRM Manager s Job Title IT Business Partner - India Business Location Mumbai No of Direct Reports if any One or two Job Summary 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 Core CRM Leadership 15 years in CRM MarTech or Commercial IT 7-10 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 12-24-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 L1-L3 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 Travel Estimate Travel as per project requirement Job Scope Internal Interactions within the organization BU Heads Sales Marketing Leadership SFE Commercial Excellence Medical Compliance Legal Data MDM ERP Cloud Infra CLM content teams Finance Procurement External Interactions outside the organization CRM DMS OEMs SIs analytics partners regional implementation partners Geographical Scope Global Financial Accountability cost revenue with exclusive authority Own CRM portfolio budgets licenses projects run-ops and change control within approved caps track benefits realization Job Requirements Educational Qualification BE BTECH MBA Specific Certification Salesforce M365 Dynamics Veeva preferred PMP Prince2 Agile preferred Data Privacy preferred Skills Portfolio leadership stakeholder management solution architecture data integrations analytics enablement compliance vendor and financial governance Experience 15 years total 7-10 years leading teams programs in pharma or regulated industries multi-country delivery track record Key Success Metrics Adoption Coverage 90 active field users within 45 days of go-live CLM utilization 30 YoY call reporting completeness 20pp Reliability Support Uptime 99 9 P1 MTTR 2 hrs P2 MTTR 1 business day change success rate 97 Data Compliance 98 data freshness on core dashboards 1 critical data errors 100 consent auditable zero critical audit findings Value Efficiency 3 1 ROI on prioritized initiatives approval cycle-time 30 vendor CSAT 4 2 5 unit cost downtrend QoQ Delivery 100 roadmap milestones achieved quarter with variance 10 hypercare defect burn-down to near-zero within 30 days People Team retention 90 targeted certifications closed per L D plan defined succession for key roles 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