Manager - Customer Relationship Platform (Salesforce) Operations

Novartis India; Telangana; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Novartis India is seeking a CRM-focused business lead to bridge country teams with global product groups and ensure local needs are reflected in CRM design and rollout. You will influence stakeholders, validate business requirements, and champion adoption across Sales, Medical, and KAM functions.

The role requires deep pharma CRM knowledge, strong communication, and experience working across multi-geography teams to enable compliant, standardized processes in-line with global strategies.

Qualifications

• Extensive experience with CRM in pharma commercial operations.
• Ability to translate country needs into CRM design.
• Proven track record in stakeholder alignment and adoption.

Responsibilities

• Bridge country business teams with global product teams.
• Articulate country CRM needs and highlight key workflows and pain points.
• Validate and align business requirements with global CRM scope.
• Support SME inputs during design and implementation discussions.
• Promote adoption by aligning local processes with global standards.
• Assist in change and training efforts to drive user readiness.

Skills

CRM functional expertise

CRM platforms (Veeva/Salesforce LS)

Stakeholder management

Change enablement

Communication

Regulatory awareness

Cross-functional collaboration

Job description

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.

Key Responsibilities

• Country CRM Usage & Business Representation
• 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 in the articulation of country-specific business needs, priorities, and nuances to ensure accurate reflection in CRM design and rollout planning.
• Business Requirements Validation & Alignment
• 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.
• Support refinement of requirements by bridging gaps between local expectations and standardized global solutions.
• Business SME Support & Decision Enablement
• 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.
• CRM Adoption & Change Enablement
• 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

Why Novartis

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Benefits and Rewards

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