Manager - Customer Relationship Platform (Salesforce) Operations

IN10 (FCRS = IN010) Novartis Healthcare Private Limited; Hyderabad; In loco; INR 1.800.000 - 2.400.000; Tempo pieno

Descrizione del lavoro

Novartis Healthcare Private Limited is seeking a CRM-focused expert to bridge country business teams (Sales, Medical, KAM) with global product teams, ensuring local needs are reflected in CRM design and rollout.

The role requires strong CRM functional knowledge (Veeva or Salesforce Life Sciences Cloud), deep pharma operations understanding, and proven stakeholder influence to drive adoption at scale across multi-geography environments.

Competenze

• CRM platforms expertise: Veeva CRM or Salesforce Life Sciences Cloud.
• Pharma commercial operations understanding across Sales, Medical, and KAM.
• Strong stakeholder management and influencing skills across business and global product teams.
• Experience driving user adoption and change enablement initiatives.
• Strong communication and facilitation skills for cross-functional discussions.
• Awareness of regulatory and compliance considerations in CRM usage.
• Ability to work in cross-functional, multi-geography environments.

Mansioni

• Represent country CRM usage with insights into how CRM is used across Sales, Medical, and KAM teams.
• Articulate country-specific business needs for CRM design and rollout planning.
• Validate priorities to reflect country realities while aligning with global CRM scope.
• Bridge gaps between local expectations and standardized global solutions.
• Support the SME for CRM by clarifying functional queries and reviewing outputs.
• Highlight trade-offs, risks, and impacts of proposed CRM solutions on country operations.
• Support CRM adoption in-country by reinforcing standard ways of working.
• Collaborate with change and training teams to drive business engagement and adoption.

Conoscenze

Analytical Thinking

Brand Awareness

Business Analytics

Change Agility

Cross-Functional Collaboration

Digital Marketing

Marketing Strategies

Media Campaigns

Project Management

Project Planning

Sales

Stakeholder Engagement

Stakeholder Management

Waterfall Model

Strumenti

Veeva CRM

Salesforce Life Sciences Cloud

Descrizione del lavoro

Job Description Summary

This role will act as a critical bridge between country business teams (Sales, Medical, KAM) and global product teams, ensuring that local business needs are accurately represented while driving adoption of standardized CRM processes. The ideal candidate brings strong CRM functional expertise, deep understanding of pharma commercial operations, and the ability to influence business stakeholders and drive adoption at scale.

Job Description Key Responsibilities:

• Represent country CRM usage by providing insights into how CRM is leveraged across Sales, Medical, and KAM teams, including key processes, workflows, and pain points.
• Support the articulation of country-specific business needs, priorities, and nuances to ensure accurate reflection in CRM design and rollout planning.
• Support the validation of business priorities and requirements to ensure they reflect country realities while aligning with the global CRM product scope and design principles.
• Support refinement of requirements by bridging gaps between local expectations and standardized global solutions.
• Support the primary business SME for CRM by clarifying functional queries, reviewing solution outputs, and providing contextual inputs during design and implementation discussions.
• Support informed decision-making by highlighting trade-offs, risks, and impacts of proposed CRM solutions on country operations.
• Support CRM adoption in-country by reinforcing standard ways of working and promoting alignment with global processes and tools.
• Support rollout readiness by collaborating with change and training teams to drive business engagement, user preparedness, and adoption success.

Essential Requirements:

• Considerable functional expertise in CRM platforms – either Veeva CRM or Salesforce Life Sciences Cloud
• Considerable understanding of pharma commercial operations, including Sales, Medical, and Key Account Management (KAM)
• Strong stakeholder management and influencing skills across business and global product teams
• Experience driving user adoption and change enablement initiatives
• Strong communication and facilitation skills for cross-functional discussions
• Awareness of regulatory and compliance considerations in CRM usage
• Ability to work in cross-functional, multi-geography environments

Desirable Requirements:

• Experience in CRM transformation or migration programs (Veeva or Salesforce highly preferred)
• Exposure to change management, training, or adoption programs
• Experience working in global rollout programs across multiple countries

Skills Desired:

• Analytical Thinking
• Brand Awareness
• Business Analytics
• Change Agility
• Cross-Functional Collaboration
• Digital Marketing
• Marketing Strategies
• Media Campaigns
• Project Management
• Project Planning
• Sales
• Stakeholder Engagement
• Stakeholder Management
• Waterfall Model

Improving the lives of people living with disease takes more than innovative science. It takes a focus on the needs of people and a community committed to meeting them. It takes a team of people like you. Working together. Learning together. Thriving together. Discover how you can join us in changing people’s lives.

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