CRM Executive

Torrent Pharmaceuticals; Ahmedabad District; On-site; INR 350,000 - 520,000; Full time

Job summary

Torrent Pharmaceuticals is seeking an Executive - Commercial Excellence and Field Operations & Support to empower the field force with seamless CRM access and timely issue resolution. The role interfaces between field teams and HO, supporting CRM training and administrative activities.

The incumbent will train users on CRM features, track queries, and drive adoption of new system developments, while collaborating with cross-functional partners to enhance user experience.

Qualifications

• Graduate or postgraduate in a relevant discipline.
• Experience with CRM/SFA platforms is preferred.
• Strong communication and training abilities.
• Experience with analytics tools (Power BI/Tableau) is a plus.

Responsibilities

• Provide day-to-day operational support to the field force.
• Resolve CRM portal queries and deliver user training.
• Coordinate with HO functions to resolve CRM and field operation issues.
• Prepare training material, presentations, and user guides for CRM software.
• Train new joiners and existing users on system features and updates.
• Monitor support metrics and look for process improvements.

Skills

CRM Training

Field Operations

Stakeholder Mgmt

PowerPoint

Excel

BI Tools

Education

Graduate/PG

Tools

CRM/SFA platforms

Power BI

Tableau

Job description

• Job Description

  Position: Executive - Commercial Excellence and Field Operations & Support
  Experience: 3 - 10 years
  Industry: Pharmaceutical, FMCG, Consumer durable, Others

• Role Overview

  The incumbent will be responsible for providing day-to-day operational support to the field force, ensuring timely resolution of queries related to the company CRM portal and other sales-support systems. The role will serve as an important interface between the field team and cross-functional teams at Head Office, while also supporting CRM training, user adoption, administrative activities.

• Key Responsibilities

  • Manage and resolve eld-force queries through ticketing/support system, ensuring timely closure and appropriate escalation where required.
  • Interact regularly with field sales leaders, and HO cross-functional teams to understand and resolve operational issues.
  • Coordinate with relevant HO functions/technology teams for resolution of CRM software and eld-operation related queries.
  • Conduct CRM software training for new joiners, covering system functionalities, processes, and best practices.
  • Train existing users on new CRM software features,enhancements,and system developments.
  • Prepare and deliver training presentations, user guides, and communication materials related to CRM software and field processes.
  • Monitor recurring field queries and identify opportunities for process improvement, automation, and enhanced user experience.
  • Support CRM software adoption and ensure eective communication of system/process changes to the eld force.
  • Maintain appropriate documentation and track query trends, resolution timelines, and
  • key support metrics.

• Key Skills & Competencies

  • Excellent written and verbal communication skills.
  • Strong presentation and training skills with the ability to explain processes clearly to diverse audiences.
  • Strong interpersonal and stakeholder-management skills.
  • Quick learner with the ability to understand new systems, processes, and technology quickly. Customer-service orientation and a problem-solving mindset.
  • Ability to work effectively with field teams and multiple cross-functional stakeholders.

Good working knowledge of MS Office, particularly PowerPoint and Excel.

Prior experience with CRM/Sales Force Automation (SFA) platforms, Knowledge of Power BI/Tableau or other analytics tools will be an advantage.

Education: Graduate/Postgraduate in any relevant discipline; candidates with qualifications in Business Administration, Statistics, Commerce, Mathematics, Economics, or related fields will be preferred.