Senior Manager

Job Title:Senior Manager – CRM Lead (Pharma)Job Grade:G9AFunction:ITSub-function:CRMManager's Job Title:IT Business Partner – India BusinessLocation:MumbaiNo. of Direct Reports (if any)One or twoJob SummaryAt 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 & Leadership15+ 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 & ComplianceDeep 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 & IntegrationsHands-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 & AdoptionKPI 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 Responsibility1) Strategy & Portfolio GovernanceDefine 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 ExcellenceLead 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 FoundationStrengthen 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 & RiskOwn 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 RealizationPublish 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 ManagementLead 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 LeadershipBuild 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 EstimateTravel as per project requirement Job ScopeInternal 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 ScopeGlobalFinancial Accountability (cost/revenue with exclusive authority)Own CRM portfolio budgets (licenses, projects, run-ops) and change control within approved caps; track benefits realization.Job RequirementsEducational QualificationBE/ BTECH/MBASpecific CertificationSalesforce/M365 Dynamics/Veeva (preferred); PMP/Prince2/Agile (preferred); Data Privacy (preferred).SkillsPortfolio leadership, stakeholder management, solution architecture, data & integrations, analytics enablement, compliance, vendor and financial governance.Experience15+ years total; 7–10 years leading teams/programs in pharma or regulated industries; multi-country delivery track record.Key Success MetricsAdoption & 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;