Director – CRM Transformation and Operations

Director - CRM Transformation and Operations

Location – Hyderabad #LI Hybrid 

Major Accountabilities:

• Lead and develop a 65-member CRM Transformation and Operations organization across CRM Product and Operations, CRM Data Integrations, CRM Labs, Field CRM Operations, and Marketing Automation.

• Drive CRM transformation initiatives that improve user adoption, data quality, field productivity, marketing effectiveness, workflow automation, and overall customer engagement excellence.

• Establish strong governance for CRM intake, prioritization, release planning, operational readiness, change management, and value realization in partnership with business and technology stakeholders.

• Provide leadership oversight for CRM data integrations, ensuring reliable, compliant, and business-ready data flows across CRM and connected platforms.

• Guide CRM Labs and innovation teams to pilot, scale, and industrialize new CRM capabilities, including automation, advanced analytics, AI-enabled workflows, and productivity enhancements.

• Ensure Field CRM Operations delivers high-quality, timely, and compliant operational support to sales and field teams across geographies and business units.

• Partner with Marketing, Commercial Operations, Data, Technology, and US business stakeholders to enable integrated campaign execution, marketing automation, segmentation, targeting, and omnichannel engagement capabilities.

• Define, monitor, and report KPIs related to platform adoption, operational quality, delivery performance, data integrity, stakeholder satisfaction, and business value realization. Build a high-performing, outcome-oriented team culture focused on collaboration, accountability, innovation, coaching, and continuous improvement.

Essential Requirements: 

• Essential Requirements: Experience in pharmaceutical, healthcare, life sciences, or regulated commercial environments, with strong understanding of field force effectiveness, CRM-enabled customer engagement, and operational governance.

• Proven track record of leading Salesforce CRM transformation, platform enablement, and operational excellence programs that improve adoption, data quality, process efficiency, and measurable business outcomes.

• Strong strategic thinking, analytical judgment, and enterprise problem-solving skills, with the ability to translate complex CRM, data, and operational challenges into clear priorities, delivery roadmaps, and actionable business outcomes.

Desirable Requirement:

Novartis seeks a senior leader with deep experience in CRM transformation, commercial operations, and large-scale platform enablement within the pharmaceutical, healthcare, life sciences, or similarly complex regulated industries. The candidate should be able to lead large cross-functional teams, influence senior stakeholders, modernize CRM operating models, and create a collaborative, accountable, and innovation-driven work environment.

Minimum Experience:

• Bachelor’s degree in technology, Information Systems, Marketing, Life Sciences, or a related field; master’s degree preferred.

• 15+ years of overall professional experience, including significant leadership experience in CRM, commercial operations, platform enablement, digital transformation, or technology-enabled business operations.

• Strong Salesforce CRM experience, including product roadmap management, business process transformation, adoption, release governance, and operational support.

• Proven ability to lead large teams, preferably 50+ associates, across multiple functional areas and delivery portfolios.

• Strong understanding of CRM data, integrations, marketing automation, field operations, omnichannel engagement, and commercial technology ecosystems.

• Excellent executive communication, stakeholder influencing, problem-solving, and change leadership skills.

• Ability to operate in a fast-paced, matrixed, global environment while ensuring quality, compliance, and business impact.