CRM Manager

POSITION SUMMARY

As a CRM Manager, this role is responsible for leading the delivery and operations team from India. This position will work closely with other ZTD Commercial and cross-functional leaders and team members including but not limited to ZTD Business Partners, eCommerce and Web team, Commercial Enablement team, Testing Center of Excellence, SAP, DDA, Infrastructure, and Security teams to help plan, define, execute, and operationalize new and enhanced system capabilities.

POSITION RESPONSIBILITIES

Percent of Time

Understand Zoetis digital strategy, ZTD Commercial goals, operational process improvements and technology needs. 20%

Establish and demonstrate technical leadership to CRM delivery and operations team by directly managing the technical resources from ICC while working closely with the CRM architect, CRM system owner, and business stakeholders to ensure priorities are set and value is delivered on time and with high quality. 25%

Be a servant leader by guiding and nurturing the technical team in ICC through coaching and counseling, setting up and managing annual performance objectives, and helping identify growth opportunities and create development plans for the team members. 25%

Engage with the compliance, audit, business and ZTD teams on SOX and audit requirements 5%

Collaborate with other ZTD Commercial leadership to establish standards for continuous monitoring and improvement of system performance, oversee sufficient and proper knowledge transfer at the conclusion of enhancement / break-fixes delivery, deploy global development governance model, and ensure high performance, scalability, and stability of the solution. 25%

ORGANIZATIONAL RELATIONSHIPS

ZTD Cross functional teams that includes but not limited to Project Managers, Functional SMEs, Developers, Agile Scrum Teams, Product Owners, Compliance Specialists, Zoetis Business, Managed Service Providers.

RESOURCES MANAGED

Financial Accountability

None

Supervision

None

EDUCATION AND EXPERIENCE

Indicate the formal education, certification or license required and / or preferred. Include the minimum number of years of relevant experience required for the position (where legally permissible).

• Bachelor’s degree in computer science, engineering, or related field.
• Minimum 10 years of experience in software application design, development and delivery.
• Minimum of 8 years of experience on SFDC platform
• Experience in healthcare industry is preferred.

TECHNICAL SKILLS REQUIREMENTS

Indicate the technical skills required and / or preferred, as applicable.

Required :

Preferred :

PHYSICAL POSITION REQUIREMENTS

Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of overlap with US ET Time zone)

This description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required. Additional position specific requirements / responsibilities are contained in approved training curricula.

Full time