Senior Manager - 1

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).