Associate Director, CRM-IT

Job Summary

Driven by a bold pursuit of science and fueled by an unwavering commitment to patients, Sun Pharma is a leading global pharmaceutical company, providing high-quality medicines trusted by healthcare professionals and patients. As part of our mission to Reach People and Touch Lives, we deliver Innovative Medicines, Generics and Consumer Healthcare products that improve the lives of millions of people. With a broadly diversified portfolio of products that span multiple therapeutic areas, we improve access to effective, affordable treatments that promote better health and well-being.

Responsibilities

• Lead and be accountable for end-to-end transformation of the Commercial CRM capability, including implementation of a new CRM platform.
• Own program strategy and execution across capability design, data migration, integration, cutover, and post-go-live optimization.
• Provide delivery governance for complex initiatives involving onshore and offshore teams.
• Lead system integrators and vendors while strengthening internal CRM capability.
• Cook up UAT and cross-functional alignment across Commercial, Medical, Compliance, Legal, and IT stakeholders.
• Ensure business continuity, operational stability, and risk mitigation throughout rollout.

CRM Capability Ownership

• Define and lead the CRM strategy and multi-year roadmap aligned with Commercial priorities and digital engagement objectives.
• Establish, own, and enforce CRM governance, including release management, integration standards, data quality controls, and compliance alignment.
• Drive consistency, accuracy, and quality of customer and interaction data; accountable for CRM-related operational and compliance risk.
• Act as a trusted advisor to senior Commercial leadership, articulating CRM value, ROI, and investment trade-offs.

Education & Qualifications

• Bachelor’s degree in a technical, quantitative, or related field.
• 8–10+ years of progressive experience leading Commercial CRM or customer engagement capabilities in pharma or life sciences.
• Demonstrated experience delivering large-scale, multi-phase CRM implementations.
• Strong experience managing complex vendor ecosystems and system integrators.
• Pioneered ability to operate in highly regulated commercial environments.
• Solid understanding of CRM platforms, SDLC, integrations, MDM, and data warehousing.
• Exceptional communication and senior stakeholder influencing skills.