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; -
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 LD plan; defined succession for key roles.
