Title:  Analyst- Sales Force Effectiveness (SFE) & Digital Automation

Job Title:

Analyst- – Sales Force Effectiveness (SFE) & Digital Automation

Business Unit:

Emerging Market

Function:

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.”

What will you do?

Responsible for managing the procurement of software licenses, subscriptions, and IT solutions to support organizational needs. The role involves vendor management, contract negotiation, cost optimization, and ensuring compliance with licensing agreements. This includes procurement of Capex, Opex and Services

Areas of Responsibility:

The Senior Executive – Sales Force Automation (SFA) & CRM will be responsible for supporting and managing the Sales Force Automation (SFA) and CRM platform for Emerging Markets (Currently Phyzii SFA/CRM ). The role focuses on ensuring high system availability, resolving user queries, coordinating with IT and external vendors, supporting SFA/CRM enhancements, and driving user adoption across the organization.

The incumbent will act as the first point of contact for CRM-related support, ensuring smooth day-to-day operations while contributing to continuous system improvements and digital initiatives.

Key Responsibilities

1. CRM Operations & System Support

• Ensure smooth day-to-day operation and high availability of the SFA/CRM platform.
• Serve as the first point of contact for CRM user queries, troubleshooting, and issue resolution within agreed service levels (SLAs).
• Coordinate with external vendors to resolve application issues and maintain system uptime.
• Monitor CRM performance and escalate critical issues to ensure minimal business disruption.
• Perform regular master data maintenance, user administration, and access management.
• Support periodic system validations and data quality checks.

2. CRM Enhancements & Release Management

• Gather business requirements from country teams for SFA/CRM enhancements.
• Prepare Business Requirement Documents (BRDs) and Project Requirement Documents (PRDs) for system improvements and new functionalities.
• Coordinate with IT and vendors during development and implementation activities.
• Plan and execute User Acceptance Testing (UAT) for new releases, enhancements, and bug fixes.
• Support deployment activities and ensure successful rollout of CRM updates.

3. Vendor & Stakeholder Management

• Work closely with EMIT, country teams, and external vendors to deliver SFA/CRM enhancements / solutions.
• Track and follow up on support tickets and enhancement requests to ensure timely closure.
• Participate in regular governance meetings and provide updates on system performance, incidents, and ongoing projects.

4. Documentation & Compliance

• Maintain system documentation, SOPs, process workflows, and user manuals.
• Document system changes, enhancement requests, issue logs, and resolution records.
• Ensure SFA / CRM processes comply with organizational standards and internal policies.

5. User Training & Adoption

• Develop user guides, FAQs, and knowledge base articles to support CRM users.
• Create training materials and digital learning content.
• Conduct end-user training sessions and onboarding programs to improve CRM adoption and system utilization.
• Promote best practices and standard processes across the user community.

Key Stakeholders

Internal

• HO Team
• Sales & Country Teams
• Marketing Teams
• Global IT & Digital Teams

External

• CRM Technology Vendors
• Implementation Partners
• Service Providers

Qualifications

Education

• Bachelor's degree in Commerce, Science, Information Technology, Engineering, or a related field.

Experience

• 3–5 years of experience in CRM administration, Sales Force Automation (SFA), application support, or IT support.

Technical Skills

• Working knowledge of CRM platforms (Veeva CRM, Salesforce, Repforce, Phyzii or similar).
• Understanding of CRM administration, user management, and master data management.
• Experience coordinating with IT teams and external vendors for application support.
• Basic knowledge of SQL and Oracle databases is preferred.
• Familiarity with User Acceptance Testing (UAT) and release management.
• Working knowledge of Power BI and Advanced Excel is an advantage.

Core Competencies

• Strong customer service and problem-solving skills.
• Excellent stakeholder and vendor management.
• Ability to understand business requirements and translate them into system enhancements.
• Strong documentation skills.
• Effective communication and training skills.
• Proactive approach to ensuring CRM stability, user satisfaction, and continuous improvement.

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).