Title:  Head - Customer Service & Data Analytics

Job Title: Head – Customer Service & Data Analytics

Function: Global Supply Chain

Key Responsibilities:

Position Overview: As the Customer Service & Data Analytics Leader, you will play a pivotal role in leveraging advanced data analytics and artificial intelligence to drive secondary sales based transformative initiatives across Sun Pharma’s India Distribution and Supply Chain. You will lead a team of regional managers (based in their respective regions across India) and data scientists (based in Sun house).

Role:

• Strategic Leadership: Provide leadership and strategic vision for the revolutionary first-of-its-kind, in the Indian pharma industry, secondary sales and stock-based billing system spearheading both process and technology
• Team Management: Build and lead a high-performing team of regional managers, data scientists and AI/ML experts
• Collaboration: Partner with cross-functional teams including India business senior leadership to identify opportunities, improvement areas and solve complex challenges.
• Innovation: Drive innovation by exploring and implementing advanced analytics techniques to derive insights and create value from large, complex datasets.
• Technology Integration: Evaluate and implement emerging technologies and tools that automate manual processes and enhance data collection, analysis, & visualization capabilities.
• Stakeholder Engagement: Communicate findings, recommendations, and project updates to senior management and key stakeholders.

Key Responsibilities:

1. Manage the transition to secondary sales-based billing process and manage the team to execute the same
2. Train and manage a multi-lingual and multi-location team with a strong customer service culture
3. Monitor monthly orders, dispatches and ensure adherence to timeline
4. Set up a periodic customer engagement program for timely resolution of operational issues at each supply node
5. Summarize broad customer-based trends into meaningful insights and suggest inputs and adjustments – Socialize best practices across the Customer Service team
6. Devise and track metrics for service levels from CFAs to Distributors
7. Understand retail coverage, Conduct all-India chemist surveys and make recommendations on new distributor appointments
8. Proficient with data analytics to drive continuous improvements in the model
9. Effective and firm communicator who is approachable

Travel Estimate: 25% Travel

Internal Interactions (within the organization): CFAs, Depots, HO Distribution, India Business (Sales Team) including Cluster heads and BU heads, IT

External Interactions (outside the organization): Distributors, Technology & Analytics Service Providers

Geographical Scope: India

Educational Qualification: MBA

Skills: 

• Performer with clean track record and strong adherence to systems and processes
• Customer Service and Change Management.
• Collaborate and Influence in matrix organization to drive improvements
• Ability to work in ambiguous environment, identify critical issues and develop new solutions
• Analytical bent of mind
• Proven capabilities in building and managing high performance teams

Experience:  10+ years of hands-on Sales/Distribution/Customer Service Experience