Manager II- SFA - SFA

Job Title

SFA - Manager

Sales Force Effectiveness

Mumbai Sun House

We are seeking a proactive and execution-oriented professional to support and manage the Pharmaceutical Sales Force Automation / CRM ecosystem. The role will be responsible for driving SFA-related projects, coordinating with business, sales, vendor and internal IT teams and ensuring timely implementation, adoption and continuous improvement of SFA modules and processes.

The incumbent will act as an SFA project and operations manager with strong independent stakeholder management capabilities. The role requires the ability to understand business requirements, translate them into actionable system/process enhancements, coordinate with vendors and IT teams, manage timelines, support user adoption and ensure effective closure of initiatives.

The role will also require strong Excel and operational analytics capabilities to support the SFA team in better project tracking, module adoption monitoring, customer master data management, issue analysis, iPad inventory management and process governance. This role is not intended to own Sales Force Effectiveness / CRM sales performance analytics, which will continue to be managed by the dedicated SFE CRM Sales Performance analytics team.

• Manage and support end-to-end execution of SFA / CRM initiatives, enhancements, module rollouts and process improvements.
• Independently coordinate with business users, sales teams, vendors and internal IT teams to gather requirements, align priorities, track progress and ensure timely delivery.
• Translate business and field-force requirements into clear functional inputs for vendors and IT teams.
• Drive project governance through structured trackers, meeting notes, action logs, issue logs, escalation trackers and closure reports.
• Support UAT planning, test-case coordination, defect tracking, user sign-offs, rollout readiness and post-go-live stabilization.
• Drive adoption of new SFA modules through usage monitoring, field feedback analysis, communication support, training coordination and follow-up with relevant stakeholders.
• Support customer master data governance, including data validation, exception identification, deduplication coordination, correction tracking and process adherence.
• Manage operational tracking and analytics for iPad inventory, device allocation, replacement, recovery and issue resolution.
• Use Advanced Excel to create trackers, reconciliations, pivot-based summaries, exception reports, adoption dashboards and project governance MIS for SFA operations.
• Coordinate with vendors for system enhancements, defect resolution, change requests, release planning and SLA follow-ups.
• Maintain documentation related to SFA processes, SOPs, user guides, change requests and implementation records.
• Ensure data quality, process compliance and operational discipline across SFA-related activities.
• Collaborate with the SFE CRM Sales Performance analytics team where required, while focusing primarily on SFA platform operations, adoption and project execution.

Bachelors degree in Computer Science, Engineering, Information Systems, Business Administration or a related discipline. MBA or postgraduate qualification in business analytics, systems or project management will be preferred.

36 years of experience in Pharmaceutical SFA / CRM, sales operations technology, business systems, project coordination, or CRM operations

• Good understanding of Pharmaceutical SFA / CRM ecosystem, including field-force workflows, customer master data, call reporting, activity modules, user hierarchy, territory alignment and mobile / iPad-based field applications.
• Strong independent stakeholder management skills with the ability to work with business teams, sales teams, vendor teams and internal IT teams.
• Proven ability to manage SFA / CRM projects or enhancements from requirement gathering to implementation, rollout, adoption and stabilization.
• Strong project management discipline, including timeline tracking, issue management, risk identification, follow-ups, escalation management and closure orientation.
• SQL, Python, DAX, Advanced Microsoft Excel skills, including experience in leveraging Generative AI tools for solving multifaceted automation and data challenges.
• Good understanding of customer master data management, data quality checks, deduplication coordination and data governance processes.
• Experience in coordinating UAT, user training, communication, field feedback and post-implementation support.
• Ability to identify process gaps, recommend practical improvements and drive initiatives independently.

The preceding job description has been designed to indicate the general nature and level of work performed by employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees as…