Senior Manager 1 – CRM | Sun Pharma | Corporate Office

Company: Sun Pharmaceutical Industries Ltd
Location: Sun House – Corporate Office, Mumbai
Employment Type: Full-Time
Experience Required: 15+ Years (7–10 Years Leadership Experience)
Industry: Pharmaceutical / Regulated Industry
Posted On: 22 Feb 2026
Geographical Scope: Global

🌞 About Sun Pharma

Sun Pharmaceutical Industries Ltd is committed to helping employees “Create your own sunshine” by fostering growth, ownership, and collaboration. At Sun Pharma, you grow every day, take charge of your journey, and thrive together in a supportive and performance-driven culture.

💼 Job Summary

The Senior Manager 1 – CRM will lead the enterprise CRM portfolio across multiple markets and business units, driving strategy, governance, compliance, and measurable commercial impact.

This role requires strong program governance, executive stakeholder management, regulatory compliance expertise, and hands-on solution leadership across Salesforce, Veeva, Dynamics, and MarTech ecosystems.

🎯 Areas of Responsibility

1️⃣ Strategy & Portfolio Governance

• Define 12–24 month CRM roadmap aligned to commercial strategy
• Drive quarterly portfolio reviews, OKRs, and benefits realization
• Lead multi-market value delivery and platform standardization

2️⃣ Delivery Excellence

• Lead cross-market CRM implementations and upgrades (CLM, STP, Chemist Reporting, Consignment Acknowledgement, Expenses)
• Manage release governance (DevSecOps), regression automation, and hypercare

3️⃣ Platform & Data Foundation

• Strengthen SFE capabilities, role hierarchies, security, audit controls
• Institutionalize consent capture and audit trails
• Drive scalable integrations with DWH, MDM, ERP, and marketing platforms
• Enforce API-first architecture standards (REST, webhooks, iPaaS)

4️⃣ Operations & Risk Management

• Own L1–L3 support SLAs and incident management
• Ensure DR/BCP readiness and capacity planning
• Maintain zero critical audit findings
• Coordinate with Legal, Compliance, and Pharmacovigilance

5️⃣ Insights & Value Realization

• Publish executive dashboards and field scorecards
• Track adoption metrics and performance KPIs
• Quantify ROI and campaign effectiveness

6️⃣ Vendor & Financial Governance

• Lead OEM & SI partnerships
• Manage SOWs, licenses, and operational budgets
• Benchmark costs and reinvest savings into high-ROI initiatives

7️⃣ People & Change Leadership

• Build and mentor CRM teams (Admins, BAs, Analysts)
• Drive succession planning and skill upgradation
• Promote SOP adoption and structured change management

🛠 Required Expertise

CRM & Leadership

• 15+ years in CRM/MarTech or Commercial IT
• 7–10 years leading programs and teams
• Enterprise CRM portfolio ownership experience
• Strong OKR and benefits tracking governance

Pharma CRM & Compliance

• Deep expertise in SFE/CRM modules (CLM, eDetailing, Call Reporting, STP, Sample Management, RCPA, Expense workflows)
• Regulatory understanding: UCPMP, DPDP (India), GDPR, 21 CFR Part 11
• Consent & preference management, PV/AE intake routing

Architecture & Data

• Salesforce / Veeva / Phyzii / Dynamics expertise
• API-first integration patterns
• ETL/ELT (Informatica, Talend, ADF)
• Experience with DWH/CDP (Snowflake, BigQuery)
• MDM, identity resolution, data quality frameworks

Analytics & Adoption

• KPI frameworks & dashboards (Tableau, Power BI, CRM Analytics)
• Change leadership and adoption enablement

🎓 Educational Qualification

• BE / B.Tech / MBA

Preferred Certifications

• Salesforce / Microsoft Dynamics / Veeva
• PMP / Prince2 / Agile
• Data Privacy Certification

🌍 Travel

Travel required as per project needs.

📊 Key Success Metrics

• ≥90% field user adoption within 45 days of go-live
• ≥99.9% system uptime
• Zero critical audit findings
• ≥3:1 ROI on prioritized initiatives
• 100% quarterly roadmap milestone achievement
• ≥90% team retention

📩 Apply for This Job

Interested candidates can apply through the official Sun Pharma careers portal.

👉 Apply Now – https://careers.sunpharma.com/job/Mumbai-Senior-Manager-1-CRM/48937244/

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