Director – CRM Transformation and Operations
Novartis (company site, opens in a new tab)15+ yrsHyderabadOn-siteDirect career pageEst. 40–70 LPA
Posted on 16 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage a 65-member cross-functional CRM organization covering product, operations, data integrations, labs, field CRM, and marketing automation.
- Drive CRM transformation initiatives focused on improving user adoption, data quality, field productivity, marketing effectiveness, and customer engagement.
- Establish governance and measure KPIs around platform adoption, operational quality, delivery, data integrity, and business value realization for US commercial teams.
Minimum Requirements
- Bachelor’s degree in technology, Information Systems, Marketing, Life Sciences, or related; Master’s preferred.
- 15+ years of professional experience including significant leadership in CRM, commercial ops, platform enablement, or digital transformation.
- Strong Salesforce CRM experience including product roadmap management, business process transformation, adoption, release governance, and operational support.
- Experience in pharmaceutical, healthcare, life sciences, or regulated commercial environments with knowledge of field force effectiveness, CRM-enabled customer engagement, and operational governance.
Ideal Candidate Profile
- Senior leader with deep experience leading large cross-functional teams (50+ members) in CRM transformation and commercial operations within regulated industries.
- Proven ability to influence senior stakeholders and operate in a fast-paced, matrixed, global environment ensuring quality, compliance, and measurable business impact.
- Strong strategic, analytical, and enterprise problem-solving skills focused on prioritizing CRM delivery roadmaps and driving actionable business outcomes.