Job Title: Senior Manager – CRM (Customer Relationship Management)
Company: Sun Pharmaceutical Industries Ltd.
Location: Sun House – Corporate Office, India
Department: Commercial IT / CRM
Job Type: Full-Time
Experience Required: 15+ Years of Total Experience in CRM, MarTech, or Commercial IT, with 7–10 Years of Leadership Experience Managing CRM Programs or Enterprise Platforms
About Sun Pharmaceutical Industries Ltd.
Sun Pharmaceutical Industries Ltd. is one of the world’s leading specialty generic pharmaceutical companies, committed to delivering high-quality and affordable medicines globally. With operations across more than 100 countries, Sun Pharma combines innovation, technology, and research to improve healthcare outcomes worldwide.
The organization fosters a collaborative and growth-oriented environment where professionals are encouraged to lead initiatives, innovate solutions, and contribute to building advanced healthcare systems.
Role Overview
The Senior Manager – CRM will lead the enterprise CRM portfolio across multiple markets and business units. This role is responsible for defining CRM strategy, managing platform implementations, strengthening commercial technology capabilities, and ensuring regulatory compliance within the pharmaceutical industry.
The position requires deep expertise in pharmaceutical CRM platforms, data architecture, analytics, and cross-functional collaboration to drive digital transformation across commercial and sales operations.
Key Responsibilities
CRM Strategy and Portfolio Governance
Define and execute a 12–24 month CRM roadmap aligned with the organization’s commercial strategy.
Lead portfolio governance activities including quarterly planning, roadmap reviews, OKR tracking, and benefits realization.
Collaborate with finance and business unit leaders to prioritize high-impact CRM initiatives across markets.
Enterprise CRM Program Leadership
Manage enterprise CRM programs across multiple markets and business units.
Provide strategic leadership for CRM implementations, upgrades, and platform optimization initiatives.
Ensure strong governance across program planning, release cycles, risk management, and contract execution.
Pharmaceutical CRM Platform Management
Lead solution development and operational management across CRM platforms such as Salesforce, Veeva CRM, Microsoft Dynamics, and Phyzii.
Strengthen Sales Force Effectiveness (SFE) capabilities including call reporting, territory management, sample management, chemist reporting, RCPA analytics, and expense workflows.
Compliance and Regulatory Governance
Ensure CRM platforms and commercial systems comply with global regulatory frameworks including UCPMP, DPDP (India), GDPR, and 21 CFR Part 11.
Implement compliance-driven design principles including consent management, audit trails, and pharmacovigilance adverse event routing.
Architecture, Data Management, and System Integration
Lead CRM architecture design with an API-first integration approach using REST services, webhooks, and iPaaS platforms.
Implement scalable integrations with enterprise systems such as ERP, Data Warehouses, Marketing Platforms, and Master Data Management systems.
Oversee data architecture including HCP/HCO profiles, affiliations, and identity resolution.
Data Engineering and Analytics Enablement
Enable CRM analytics and reporting using platforms such as Tableau, Power BI, and CRM Analytics.
Develop executive dashboards and performance scorecards to support strategic decision-making.
CRM Operations and Support Management
Manage CRM platform operations including L1–L3 support, incident management, and system reliability.
Ensure system uptime, service-level compliance, and continuous improvement of operational processes.
Delivery and Release Governance
Lead DevSecOps release governance, automated regression testing, and deployment cycles.
Manage system upgrades, platform enhancements, and post-release hypercare programs.
Vendor and Financial Management
Manage relationships with CRM vendors, system integrators, and implementation partners.
Oversee CRM budgets including licenses, development costs, and operational expenses.
Track financial performance and optimize vendor partnerships for cost efficiency and service quality.
Change Management and User Adoption
Lead organizational change initiatives to increase CRM adoption across sales and marketing teams.
Develop training programs, adoption frameworks, and field coaching strategies.
Team Leadership and Talent Development
Build and mentor high-performing CRM teams including administrators, business analysts, and data specialists.
Drive employee development through training, certification programs, and succession planning.
Educational Qualifications
Bachelor’s Degree in Engineering or Technology (BE/B.Tech) or Master of Business Administration (MBA) from a recognized institution.
Experience Requirements
15+ years of total professional experience in CRM, MarTech, or Commercial IT.
7–10 years of experience leading enterprise CRM teams or large-scale digital transformation programs in pharmaceutical or regulated industries.
Proven experience delivering CRM programs across multiple countries or regions.
Preferred Certifications
Salesforce Administrator, Salesforce App Builder, Veeva CRM Certification, or Microsoft Dynamics Certification.
PMP, PRINCE2, Agile, or equivalent project management certification.
Data privacy or information governance certification.
Key Skills
CRM Strategy and Enterprise Platform Management
Strong expertise in CRM portfolio management and multi-market program delivery.
Pharmaceutical Sales Technology (SFE / CLM)
Experience with CLM platforms, digital detailing, territory planning, sample management, and prescription analytics.
Enterprise Architecture and Data Integration
Knowledge of API-driven integrations, ETL/ELT platforms, and enterprise data architecture.
Analytics and Business Intelligence
Experience enabling CRM analytics dashboards and performance reporting.
Compliance and Data Governance
Knowledge of pharmaceutical compliance standards and privacy regulations.
Leadership and Stakeholder Management
Ability to collaborate with executive leadership, cross-functional teams, and global partners.
Key Performance Metrics
Adoption and User Engagement
Achieve over 90% active CRM user adoption within 45 days of system deployment.
Improve CLM utilization and field reporting quality across sales teams.
System Reliability and Operational Excellence
Maintain CRM system uptime of at least 99.9% with rapid incident resolution.
Data Accuracy and Compliance
Ensure high-quality data management with strong compliance oversight and zero critical audit findings.
Business Value Delivery
Deliver measurable ROI from CRM initiatives through improved sales productivity and campaign performance.
Travel Requirements
Travel may be required based on project implementation needs and global program responsibilities.
Equal Opportunity Employer
Sun Pharmaceutical Industries Ltd. is committed to maintaining a diverse, inclusive, and equitable workplace. The company provides equal employment opportunities to all qualified candidates regardless of gender, race, religion, disability, or other protected characteristics.
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