Senior Manager I – CRM (Commercial IT & MarTech)
Company: Sun Pharmaceutical Industries Ltd
Location: Mumbai, India
Work Location: Sun House – Corporate Office
Job Type: Full-Time
Geographical Scope: Global
Date Posted: January 24, 2026
About Sun Pharmaceutical Industries Ltd
Sun Pharmaceutical Industries Ltd is one of the world’s leading pharmaceutical companies, delivering high-quality medicines across global markets. Sun Pharma fosters a performance-driven, compliant, and collaborative work environment that empowers leaders to drive digital transformation at scale while supporting sustainable business growth.
Position Overview
Sun Pharma is seeking a highly experienced Senior Manager I – CRM to lead enterprise-wide CRM, MarTech, and Commercial IT portfolios across global markets. This strategic leadership role is responsible for CRM roadmap definition, multi-country program delivery, regulatory compliance, data and integration architecture, vendor governance, and measurable value realization. The role requires deep expertise in pharmaceutical CRM ecosystems and proven experience managing large, regulated technology programs.
Key Responsibilities
1. CRM Strategy & Portfolio Governance
Define and execute a 12–24 month CRM roadmap aligned with global commercial strategy and business unit priorities.
Drive quarterly portfolio planning, OKRs, and benefits realization in partnership with Finance and senior business leadership.
Own enterprise CRM governance, risk management, and contractual/SOW oversight.
2. Program & Delivery Excellence
Lead cross-market CRM implementations and upgrades including CLM/eDetailing, STP, Chemist/Retail Reporting, Expenses, and Consignment Acknowledgement.
Establish robust release governance, DevSecOps practices, regression automation, and hypercare models.
Ensure predictable, high-quality delivery across global rollout programs.
3. CRM Platform, Architecture & Data Foundation
Provide solution leadership across Salesforce, Veeva CRM, Phyzii, and Microsoft Dynamics platforms.
Design and govern API-first integrations using REST, webhooks, and iPaaS with ERP, DWH, MDM, and marketing platforms.
Strengthen data models for HCP/HCO, affiliations, identity resolution, and data quality monitoring.
Drive adoption of modern data platforms including Snowflake, BigQuery, and enterprise CDPs.
4. Compliance, Operations & Risk Management
Embed compliance-by-design principles aligned with UCPMP, DPDP (India), GDPR, and 21 CFR Part 11.
Govern consent and preference management, PV/AE intake workflows, and audit trails.
Own L1–L3 support operations, SLAs, incident response, DR/BCP readiness, and continuous improvement.
Ensure zero critical audit findings in collaboration with Legal, Compliance, and Pharmacovigilance teams.
5. Analytics, Adoption & Value Realization
Define KPI frameworks for sales force effectiveness dashboards and executive scorecards using Tableau, Power BI, and CRM Analytics.
Track adoption metrics such as field usage, CLM utilization, and call reporting quality.
Quantify ROI through productivity gains, cycle-time reduction, and campaign pull-through analysis.
6. Vendor, Financial & Commercial Management
Lead CRM OEMs, system integrators, and analytics partners through structured performance scorecards.
Negotiate contracts, manage SOWs, control licensing and run costs, and optimize vendor spend.
Reinvest cost efficiencies into high-impact digital initiatives.
7. People Leadership & Change Management
Build, mentor, and retain high-performing teams including CRM administrators, business analysts, and data specialists.
Drive capability building in CRM automation, data privacy, analytics, and platform scalability.
Institutionalize SOPs, playbooks, and structured change management to ensure sustained adoption.
Stakeholder Engagement
Internal:
Business Unit Heads, Sales & Marketing Leadership, Commercial Excellence, Medical Affairs, Compliance & Legal, Data/MDM, ERP, Cloud & Infrastructure, Finance, Procurement.
External:
CRM and DMS platform providers, system integrators, analytics partners, regional implementation vendors.
Travel Requirement
Travel as per project and global rollout requirements.
Educational Qualifications
BE / BTech / MBA from a recognized institution.
Preferred Certifications
Salesforce, Microsoft Dynamics (M365), or Veeva CRM
PMP, PRINCE2, or Agile certifications
Data Privacy or Information Security certifications
Experience Requirements
15+ years of total professional experience, including:
7–10 years in leadership roles managing CRM, MarTech, or Commercial IT programs.
Strong experience in pharmaceutical or other highly regulated industries.
Proven track record of multi-country CRM delivery, executive stakeholder management, and portfolio ownership.
Core Skills & Competencies
CRM portfolio leadership and enterprise governance
Stakeholder and executive communication
Solution architecture, data integration, and analytics enablement
Regulatory compliance and audit readiness
Vendor management and financial governance
Change leadership and large-scale adoption management
Key Success Metrics
Adoption & Coverage: ≥90% active field users within 45 days of go-live; CLM utilization growth of 30% YoY.
Reliability & Support: System uptime ≥99.9%; high change success rates with minimal incidents.
Data & Compliance: ≥98% data freshness; zero critical audit findings; fully auditable consent management.
Value & Efficiency: Minimum 3:1 ROI on prioritized initiatives; continuous unit cost optimization.
Delivery & People: On-time roadmap execution, high team retention, and defined succession planning.
Why Join Sun Pharma?
At Sun Pharma, leadership, innovation, and accountability drive impact at scale. This role offers the opportunity to shape global CRM strategy, influence commercial transformation, and work at the intersection of technology, compliance, and business growth—while advancing your career within a globally respected pharmaceutical organization.
Disclaimer
This job description is intended to outline the general nature and scope of the role. It does not represent an exhaustive list of responsibilities or qualifications. Sun Pharmaceutical Industries Ltd reserves the right to amend duties based on business requirements.
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