Manager - Customer Relationship Platform (Salesforce) Operations

Novartis AG; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Novartis AG is seeking a CRM program specialist to bridge country business teams with global product teams, ensuring country needs are reflected in CRM design and rollout.

The role emphasizes strong CRM platform knowledge (Veeva or Salesforce Life Sciences), stakeholder influence, and driving adoption across Sales, Medical, and KAM. You will support regional rollout readiness and change initiatives to ensure compliant, standardized processes.

Qualifications

• Experience with CRM platforms in pharma environments.
• Strong understanding of pharma commercial operations (Sales, Medical, KAM).
• Proven stakeholder management and influencing across business and global teams.
• Experience driving user adoption and change enablement initiatives.
• Excellent communication and facilitation for cross-functional discussions.
• Awareness of regulatory and compliance considerations in CRM usage.
• Ability to work in cross-functional, multi-location/geography projects.

Responsibilities

• Bridge country business teams with global product teams to reflect local needs in CRM design.
• Validate and align business requirements with global CRM scope and design principles.
• Clarify functional queries and provide inputs during design and implementation discussions.
• Highlight trade-offs, risks, and impact of CRM solutions to country operations.
• Support CRM adoption in-country by reinforcing standard processes and global alignment.
• Collaborate with change and training teams to drive user readiness and adoption.

Skills

CRM platforms

Stakeholder management

Change enablement

User adoption

Cross-functional collaboration

Communication

Regulatory awareness

Pharma commercial operations

Influencing skills

Tools

Veeva CRM

Salesforce Life Sciences Cloud

Job description

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 Customer Relationship Management 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.

Key Responsibilities:

1. Country CRM Usage & Business Representation

A. 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.

B. Support in the articulation of country-specific business needs, priorities, and nuances to ensure accurate reflection in CRM design and rollout planning.

2. Business Requirements Validation & Alignment

A. Support in the validation of business priorities and requirements to ensure they reflect country realities while aligning with the global CRM product scope and design principles.

B. Support refinement of requirements by bridging gaps between local expectations and standardized global solutions.

3. Business SME Support & Decision Enablement

A. Support the primary business SME for CRM by clarifying functional queries, reviewing solution outputs, and providing contextual inputs during design and implementation discussions.

B. Support informed decision-making by highlighting trade-offs, risks, and impacts of proposed CRM solutions on country operations.

4. CRM Adoption & Change Enablement

A. Support CRM adoption in-country by reinforcing standard ways of working and promoting alignment with global processes and tools.

B. 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 program s (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