Manager-Customer Centricity

Piramal Pharma Limited; Hyderabad; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Piramal Pharma Limited in Hyderabad is seeking a Manager-Customer Centricity to shape and advance the organization’s customer experience strategy and embed customer-centric ways of working across the business. The role leads enterprise programs spanning Voice of Customer, customer journey management, experience measurement and continuous improvement.

Ideal candidates have 6–10 years in customer experience or related fields, with strong skills in data analysis, reporting, and executive

Qualifications

• 6–10 years of experience in Customer Experience or related fields.
• Experience supporting Voice of Customer programs and NPS/CES/CSI.
• Experience coordinating cross-functional improvement initiatives.
• Ability to analyze customer feedback and translate findings into actions.
• Experience preparing reports, dashboards, and leadership updates.
• Strong written and verbal communication and presentation skills.
• Experience conducting workshops or training programs is preferred.
• Ability to work across multiple sites and geographies.
• Experience in global, matrixed or regulated environments preferred.
• Exposure to pharmaceutical/CDMO or life sciences B2B environments advantageous but not mandatory.

Responsibilities

• Shape and advance the organization’s customer experience strategy across the business.
• Embed customer-centric ways of working and act as a structured voice of the customer.
• Lead enterprise programs spanning Voice of Customer, journey management, experience measurement, capability building and continuous improvement.

Skills

Customer Experience

Voice of Customer

Cross-functional collaboration

Data analysis

Stakeholder management

Executive communication

Training & workshops

Education

MBA

Job description

Be the First to Apply Division Piramal Pharma Solutions Piramal Pharma Solutions is a contract development and manufacturing organization (CDMO), offering end-to-end development and manufacturing solutions across the drug life cycle. We serve our clients through a globally integrated network of facilities in North America, Europe and Asia. This enables us to offer a comprehensive range of services including Drug Discovery Solutions, Process & Pharmaceutical Development services, Clinical Trial Supplies, Commercial supply of APIs and Finished dosage forms. We also offer specialized services like development and manufacture of Highly Potent APIs and Antibody Drug Conjugation. Our capability as an integrated service provider & experience with various technologies enables us to serve Innovator and Generic companies worldwide. For more details, please visit : www.piramalpharmasolutions.com

Job Title Manager-Customer Centricity

Job Description

The role of Customer Experience & Customer Centricity is responsible for shaping and advancing the organization’s customer experience strategy and embedding customer-centric ways of working across the business. The role serves as a structured voice of the customer, converting feedback, relationship insights and journey analytics into focused actions that strengthen customer satisfaction, loyalty and business performance. Working across Commercial, Operations, Program Management, Quality, Technical Services, Marketing, Branding and Site Leadership, the role leads enterprise programs spanning Voice of Customer, customer journey management, experience measurement, capability building and continuous improvement.

• 6–10 years of relevant experience in Customer Experience, Customer Success, Customer Centricity, Commercial Excellence, Program Management, Pharma, CDMO, healthcare, hospitality, or another service-oriented industry.
• Practical experience supporting or managing Voice of Customer programs, customer satisfaction surveys, NPS, CES, CSI, customer journey mapping, or related customer experience initiatives.
• Experience coordinating cross-functional improvement initiatives and working with Commercial, Operations, Program Management, Quality, Marketing, and other business functions.
• Ability to analyze customer feedback and performance data, identify meaningful themes, and translate findings into practical recommendations and action plans.
• Experience preparing reports, dashboards, executive presentations, customer visit materials, and leadership updates.
• Strong written and verbal communication, stakeholder coordination, facilitation, and presentation skills.
• Experience conducting workshops, awareness sessions, or employee training programs is preferred.
• Ability to work effectively across multiple sites, functions, geographies, and levels of the organization.
• Experience within a global, matrixed, or regulated business environment is preferred.
• Exposure to pharmaceutical, CDMO, life sciences, healthcare, or other business-to-business service environments would be advantageous but is not mandatory.

Master of Business Administration (MBA)

Piramal Pharma Limited, offers a portfolio of differentiated products and services through its 17 global development and manufacturing facilities and a global distribution network in over 100 countries. PPL includes Piramal Pharma Solutions (PPS), an integrated Contract Development and Manufacturing Organization; Piramal Critical Care (PCC), a Complex Hospital Generics business; and the India Consumer Healthcare business, selling over-the- counter products. In addition, one of PPL’s associate companies, AbbVie Therapeutics India Private Limited is a JV with AbbVie Inc. and has emerged as one of the market leaders in the ophthalmology therapy area. Further, PPL has a minority investment in Yapan Bio Private Limited. In October 2020, PPL received a 20% strategic growth investment from the Carlyle Group.

PPL provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment based on race, color, age, sex, religion, national origin or ethnicity, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by applicable law. Our employment decisions are based on merit considering qualifications, skills, performance, and achievements. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, selection, training, social programs, placement, promotion, demotion, compensation and benefits, transfers, terminations, and working conditions.