Senior Manager International Business Development & CRM

> Role Objective

A key objective of this position is to lead international business development for the Orthopaedics (Ortho) portfolio while owning the global CRM agenda. Drive export revenue growth, strengthen distributor and key-account partnerships, improve order-to-cash performance, and elevate customer experience, ensuring full compliance with regulatory, quality, and documentation requirements.

> Desired Candidate Profile

• Experience:

  10 - 15 years in export pharma/medical devices, including a minimum of 4 years in international business development and a minimum of 3 years managing CRM for international business.

• Education:

  B. Pharm or Science Graduate; postgraduate qualification preferred.

• Systems Expertise:

  SAP/ERP (5 years) and CRM platforms (e.g., Salesforce) (5 years); exposure to quality systems (e.g., TrackWise or equivalent) is an advantage.

• Domain Knowledge:

  Distributor management, export documentation, Incoterms (including FOB), regulatory registrations, pricing and contracts, complaint handling, and e-commerce B2B workflows.

• Other:

  Strong written and verbal communication with cross-cultural fluency; willingness to collaborate across time zones.

> Role & Responsibilities:

1. Business Development & Account Management

Engage proactively with existing and potential international customers to generate new business and upsell/upgrade existing accounts.

Achieve assigned export distribution revenue targets and accelerate mix improvement toward premium products.

Identify, onboard, and govern distributors; prepare and issue distributor agreements and obtain timely countersignatures.

2. CRM Ownership & Customer Service

Lead the CRM strategy for international business: pipeline governance, opportunity hygiene, and reporting cadence.

Ensure a consistently high level of service to all customers; track and resolve issues end-to-end in coordination with Sales, QA, Regulatory, and Logistics.

3. Order-to-Cash, Documentation & Compliance

Prepare contracts and proforma invoices against customer orders; obtain customer signatures and convert PFI/PI to SAP orders within defined SLAs.

Share the monthly invoice plan with the Regional Business/Sales Managers (RBM/RSM) and ensure on-time dispatch per plan.

Scrutinize customer ledgers, communicate outstanding amounts to customers and RSMs on a quarterly basis, and drive timely collections.

Support Logistics with nominated-agent details for FOB shipments and coordinate to meet documentation and dispatch timelines.

Ensure goods return entries are posted in SAP promptly upon receipt of store confirmations.

4. Regulatory & Quality Coordination

Collect product registration certificates from customers/RSMs and submit to the Regulatory team.

Obtain duly filled complaint forms from customers and log them into the quality management system (e.g., TrackWise) for QA processing; follow through to closure.

5. Performance Management & Reporting

Control DSO days for export distribution, manage non-moving inventory in line with the plan, and deliver e-commerce revenue growth.

Provide weekly/monthly dashboards on revenue, mix, pipeline, orders, shipments, collections, complaints, and inventory health.

> Functional Skills Required:

• International BD and distributor/channel management.
• Contracting, pricing, and commercial negotiations.
• Export documentation, Incoterms (FOB/CIF), and shipment coordination.
• SAP/ERP order management, OBD creation and release, and returns processing.
• CRM administration, pipeline analytics, forecasting, and dashboarding.
• Regulatory and quality collaboration (registrations, complaints, and CAPA follow-ups).
• Financial acumen: aging analysis, DSO control, and collection planning.

> Behavioral Skills Required:

• Customer-centric mindset and service orientation.
• Strong communication, stakeholder management, and cross-cultural collaboration.
• Analytical, data-driven decision-making with high attention to detail.
• Ownership, urgency, and accountability for outcomes.
• Problem-solving with the ability to navigate ambiguity and enforce process discipline.
• Integrity and compliance orientation.

> Team Size to be Handled:

Manage a team of 3-4 direct reportees, reporting to the Global Sales Revenue Officer.

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