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Senior Manager Sales Force Automation

Senior Manager Sales Force Automation

sun pharma industries

8 - 12 years

8 - 13 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

change management helpdesk business research project management pharma analytical taxation troubleshooting crm auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Data Management:

Own doctor and chemist master data ensuring accuracy, completeness, and compliance.
Lead data goverce, cleansing, deduplication, and periodic refresh processes.
Define SLAs/TATs for new customer additions and updates.
Continual coordination with business stakeholders for customer master updation and changes

CRM Strategy Goverce:

Define and implement the CRM vision, roadmap, and adoption strategy across all BUs.
Establish CRM policies, guidelines, and SOPs aligned to sales and marketing priorities.
Drive continuous improvement initiatives for CRM usability and effectiveness.
Project management and tracking of overall existing modules and enhancement operations related to CRM platform.

Helpdesk Management (Higher emphasis on customer master data):

Lead the CRM/iPad Helpdesk team for field force and business unit support.
Define and monitor SLAs for query resolution, iPad dispatches, and technical troubleshooting.
Track and report helpdesk performance metrics (ticket volume, TAT, first response rate, user satisfaction).
Establish knowledge base, FAQs, and self-service portals to reduce repeat queries.
Act as an escalation point for unresolved or high-priority issues.

Field Force Enablement:

Drive CRM adoption through trainings, refreshers, and change management.
Capture field feedback to improve CRM usability and support processes.
Monitor usage KPIs (logins, call reporting, coverage, engagement quality).

Leadership, Vendor Internal Stakeholder Management:

Lead a team of CRM admins, data stewards, helpdesk executives, and analysts.
Manage external CRM vendors, helpdesk partners, and data providers.
Track budget utilization, resource allocation, and vendor SLAs.

Compliance Risk Control:

Ensure CRM helpdesk activities follow pharma compliance standards (OPPI/EFPIA codes, internal SOPs).
Maintain audit trails, documentation, and system access controls.

Job Requirements

Educational Qualification

Graduate/Postgraduate in Business Administration, Information Technology related field.

MBA or equivalent qualification must.

Experience

8 12 years of overall experience in Sales Force Automation, Data Management, or CRM Lead.

Minimum 3 5 years of direct experience in Customer Master Data Management.

Additional Skills:

Strong knowledge of Customer Master Data Management (MDM) processes and goverce.
Hands-on experience with Sales Force Automation (SFA) / CRM tools and databases.
Expertise in data quality, cleansing, validation, and reporting frameworks.
Ability to design and implement SFA workflows, hierarchies, and approval processes.
Understanding of compliance requirements (e. g. , Pharma compliance, taxation laws like 194R if applicable).
Advanced proficiency in Excel.
Strong stakeholder management and cross-functional collaboration abilities.
Analytical and problem-solving mindset with high attention to detail.
Excellent communication and presentation skills.
Ability to lead teams, train users, and drive adoption of SFA/CRM modules.
Proactive attitude with ownership for deliverables.

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