Senior Manager – CRM Lead (Pharma)
Company: Sun Pharmaceutical Industries Ltd
Location: Sun House, Mumbai, India
Experience Required: 15+ Years (7–10 years in team/program leadership)
Date Posted: 17th December 2025
Function: IT – CRM
Job Type: Full-Time, Permanent
About Sun Pharma
At Sun Pharma, we empower professionals to “Create your own sunshine” by fostering a culture of ownership, growth, and collaboration. We focus on continuous learning, innovation, and leadership in global pharmaceutical operations, ensuring our teams thrive while delivering value across multiple markets and business units.
Key Responsibilities
CRM Strategy & Portfolio Governance
Define a 12–24-month global CRM roadmap aligned with commercial strategy.
Prioritize multi-market value delivery and standardize platform operations.
Drive quarterly portfolio reviews, OKRs, and benefits realization with BU leadership and Finance.
Delivery Excellence
Lead cross-market CRM implementations/upgrades, including CLM, STP, Chemist Reporting, Expenses, and Consignment Acknowledgment.
Ensure project scope, timelines, quality gates, and robust release governance (DevSecOps).
Execute regression automation, hypercare, and defect burn-down processes.
Platform & Data Management
Strengthen CRM architecture, role hierarchies, security, audit, and data stewardship.
Implement scalable integrations with DWH, MDM, ERP, and marketing systems; enforce API-first standards.
Maintain consent capture, audit trails, and observability metrics.
Pharma CRM & Compliance
Expertise in SFE/CRM solutions: CLM/eDetailing, call reporting, sample management, chemist/retail reporting, RCPA, and expense workflows.
Ensure compliance with UCPMP, DPDP, GDPR, 21 CFR Part 11, and pharmacovigilance/AE intake requirements.
Analytics & Insights
Establish KPI frameworks for dashboards and executive scorecards (Tableau, Power BI, CRM Analytics).
Track adoption metrics, ROI, call reporting completeness, and campaign pull-through.
Vendor & Financial Management
Manage OEM/SI partnerships, performance scorecards, SOW negotiations, and CRM run budgets.
Benchmark costs and optimize high-ROI initiatives.
People & Change Leadership
Lead, mentor, and upskill CRM teams; define succession plans.
Drive change management, SOPs, playbooks, and adoption strategies.
Job Requirements
Educational Qualification
BE/B.Tech or MBA.
Certifications (Preferred)
Salesforce Admin/App Builder, Veeva CRM, M365 Dynamics.
PMP, Prince2, Agile, or Data Privacy certifications.
Experience
15+ years in CRM/MarTech or commercial IT within pharma or regulated industries.
7–10 years leading cross-functional teams or programs with multi-country delivery experience.
Proven ownership of enterprise CRM portfolios with executive stakeholder management.
Skills & Competencies
Portfolio leadership, stakeholder management, and solution architecture.
Data modeling, integrations, analytics enablement, and compliance governance.
Vendor and financial management with ROI tracking and budget oversight.
Strong program governance, risk management, and operational excellence.
Key Success Metrics
Adoption & Coverage: ≥90% active field users within 45 days; CLM utilization +30% YoY.
Reliability & Support: Uptime ≥99.9%; P1 MTTR ≤2 hrs; P2 MTTR ≤1 business day.
Data & Compliance: >98% data freshness; <1% critical errors; zero critical audit findings.
Value & Efficiency: ≥3:1 ROI on initiatives; approval cycle-time −30%+; vendor CSAT ≥4.2/5.
Delivery & People: 100% roadmap milestones achieved; team retention ≥90%; certifications and succession plans executed.
Internal & External Interactions
Internal: BU Heads, Sales & Marketing, Commercial Excellence, Compliance, Legal, Data/MDM, ERP, Cloud/Infra, Finance, Procurement.
External: CRM/DMS OEMs, System Integrators, Analytics Partners, Regional Implementation Teams.
Geographical Scope: Global
Why Join Sun Pharma?
Lead global CRM strategy and digital transformation in the pharmaceutical sector.
Collaborate with cross-functional and executive stakeholders in a high-impact role.
Opportunity for career growth, skill development, and driving measurable business outcomes.
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