Job Title

Hi, We are having an opening for Senior Manager -CRM at our Mumbai location.Core CRM & Leadership 15+ yearsin CRM/MarTech or Commercial IT;7–10 yearsleading 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.Educational Qualification:BE/ BTECH/MBA Specific Certification:Salesforce/M365 Dynamics/Veeva (preferred); PMP/Prince2/Agile (preferred); Data Privacy (preferred). Experience: 15+ yearstotal;7–10 yearsleading teams/programs in pharma or regulated industries; multi-country delivery track record.