Job DescriptionJob Description

NDepartment: Ortho

NJob Title: Assistant General Manager - CRM

NJob Location: Corporate Office, Ahmedabad

NExperience Required: 15 to 20 Years

NRole Objective:

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- To lead and govern the international distribution business and customer relationship management function for the Ortho vertical. The role is accountable for export sales invoicing, customer acquisition and upgrades, premium-product revenue mix, DSO and collections, forecasting, order-to-cash governance, customer service, distributor management, process compliance, digital transformation through SAP and Salesforce, and the development of a robust CRM organization. The role must provide clear commercial direction, review performance at defined intervals, remove execution bottlenecks and ensure that business commitments are delivered through disciplined cross-functional coordination.
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nRole and Responsibilities:

NInternational Business Strategy and Revenue Delivery

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- Translate the approved annual international distribution strategy into market-wise, quarter-wise and customer-wise execution plans.
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- Own the achievement of the approved export distribution sales invoicing target and review progress against quarterly milestones.
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- Drive year-on-year growth through existing-customer expansion, current customer acquisition, customer upgrades and improved premium-product penetration.
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- Review the performance of assigned regions, distribution partners, direct offices and customer segments, and implement corrective actions for target gaps.
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- Lead preparation for the annual business plan and budget process and ensure that the operating plan is supported by realistic forecasts, customer actions and collection plans.
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nBusiness Development and Customer Growth

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- Engage existing and potential international customers for business development and relationship expansion.
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- Establish customer-segmentation priorities and ensure structured engagement with A and B customers, along with periodic follow-up for C and D customers.
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- Drive business from newand upgraded customers in line with the approved annual and quarterly contribution targets.
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- Review regional opportunities, market constraints, forecast-versus-actual gaps and customer-specific actions with regional stakeholders.
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nCRM and Customer-Service Governance

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- Ensure a high andconsistent level of service to existing and potential customers throughout the enquiry-to-order, order-to-shipment and post-shipment lifecycle.
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- Lead CRM governance across assigned markets, including customer master data, follow-up trackers, customer health reports, customer feedback, open-point closure and service escalations.
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- Ensure timely customer communication on order status, documentation, payments, shipment schedules, complaints, returns and regulatory requirements.
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- Review customer follow-up presentations, customer-focused inputs, collected 4Q feedback and customer action plans before management reviews.
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- Ensure that the CRM team maintains complete, accurate and current records in Salesforce, SAP and approved trackers.
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nSales Forecasting,Invoice Planning and Performance Reviews

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- Govern the 12-week rolling forecast process and ensure that forecast inputs are collected, validated, consolidated and reviewed at the prescribed frequency.
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- Review the monthly invoice plan, expected sales and collection position, order pipeline, dispatch readiness and forecast-versus-actual challenges.
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- Review sales, order,



invoice and collection dashboards and ensure that data is available for global sales and collection performance meetings.
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- Ensure periodic review of order-to-shipment reports, customer health reports, pending sales orders and key operational trackers.
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nOrder-to-Cash, DSOand Collection Control

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- Own DSO performance for the assigned international distribution business and drive progressive achievement of the approved quarterly DSO milestones.
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- Review customer ledgers, overdue and due receivables, collection plans, credit risks and shipment holds with the CRM team.
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- Ensure that monthly collection plans are prepared, communicated and actively followed up with customers and internal stakeholders.
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- Ensure that proforma invoices, sales contracts and orders are processed within the approved turnaround time, subject to receipt of advance payment where applicable.
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- Ensure that orders are correctly created, verified, approved and released in SAP and that OBD, invoicing and shipment activities are completed within defined service levels.
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- Escalate material payment, credit, documentation or shipment risks early and ensure closure through cross-functional coordination.
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nDistributor Agreements and Commercial Documentation

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- Oversee preparation, validation, issuance and execution of distributor agreements for assigned markets.
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- Ensure that agreement data is correctly uploaded and maintained in SAP and Salesforce.
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- Oversee preparation andcustomer acceptance of sales contracts, pro forma invoices and related commercial documents for each order.
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- Drive implementation and adoption of the Agreement Module in Salesforce in accordance with the approved project plan and go-live milestone.
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- Ensure document completeness, version control, approval compliance and accessibility for audit and operational use.
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nLogistics, Shipment and Inventory Coordination

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- Review order and logistics efficiency, pending dispatches, shipment risks and order-to-shipment performance with CRM and logistics stakeholders.
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- Support the transition and review of FOB-to-CIF processes and ensure that nominated-agent details are made available for FOB shipments where required.
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- Review non-moving stockand ensure that market, customer and shipment actions are defined and tracked to reduce inventory risk.
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- Ensure timely resolution of documentation, payment, regulatory and logistics issues that may delay shipment.
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- Govern implementation of the Salesforce Freight Portal and ensure process adoption after go-live.
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nRegulatory, Quality, PMS and Returns Coordination

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- Ensure that product registration information and certificates received from customers or regional teams are shared with the Regulatory function in a timely manner.
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- Ensure follow-up on product registration trackers with the Regulatory team for assigned markets.
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- Ensure collection and tracking of customer-wise and product-wise post-market-surveillance feedback in line with defined requirements.
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- Ensure that customer complaints are supported by complete complaint forms and routed through the approved quality-management process,



including Track Wise/DMS activities.
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- Ensure that goods-return details are correctly processed in SAP after confirmation from the relevant stores or operations team.
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- Support applicable MDR and compliance audits and ensure timely closure of assigned observations.
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nSystems, Digital Transformation and Process Improvement

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- Drive SAP-Salesforce automation, Salesforce master-data quality, process controls and management dashboards, including Power BI or other approved tools.
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- Lead the Agreement Module and Freight Portal projects in Salesforce from project initiation through go-live and stabilization.
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- Support development andadoption of online PMS feedback tools and other approved CRM/process solutions.
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- Review process performance, identify control gaps, standardize workflows and sponsor continuous-improvement initiatives through the Menlo Park/Kaizen mechanism.
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nManagement Reporting, Meetings and Compliance

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- Prepare and present accurate information for management reviews, global sales and collection performance meetings, customer-focused meetings and business-plan discussions.
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- Ensure that dashboards,trackers and review packs clearly show target achievement, DSO, collections, forecasts, customer actions, premium-product mix, new/upgrade business and project status.
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nFunctional Skills Required:

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- International distribution sales strategy and business development
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- CRM governance, customer lifecycle management and service escalation
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- Sales forecasting, gap analysis, pipeline and performance dashboards
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- DSO, receivables, collection planning and credit-risk management
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- Order-to-cash process, SAP order release, OBD, invoicing and shipment coordination
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- Distributor agreements,sales contracts and proforma-invoice governance
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- SAP and Salesforce implementation, automation and master-data control
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- Management reporting, Power BI/analytics and executive presentations
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- Regulatory registration, PMS feedback, complaint and returns coordination
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- Process improvement, SOP governance, audits, budgeting and project management
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- Team structure design, performance management, coaching and capability building
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nBehavioural SkillsRequired:

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- Customer orientation and service ownership
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- Commercial drive, aggressiveness and will to win
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- Innovation, adaptability and change leadership
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- Entrepreneurial thinking and opportunity orientation
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- Passion, commitment andpersonal accountability
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- Analytical thinking andevidence-based decision-making
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- Clear communication, influencing and cross-cultural stakeholder management
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- Respectful people leadership, coaching, collaboration, high process discipline, integrity, effective prioritization and timely action closure
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nTeam Size to be Handled:

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- Role involves managing a team of 2 members.
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nSpecific Professional Competencies:

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- Business Acumen, Customer Focus, Drive for results, Problem-solving, Peer relationship, Negotiation skills, Functional/ technical skills, Presentation skills, Adherence to Ethics and Values, Integrity.
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nImportant Links:

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- Website: https://biotechhealthcare.Com/
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- LinkedIn: https://www.Linkedin.Com/company/biotechhealthcare/
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- Instagram: Biotech Vision Care
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nBiotech is an Equal Opportunity Organisation promoting diversity while ensuring no discrimination on any ground, including gender, race, religion, age, sexual orientation, disability, etc.

📌 Hiring: Assistant General Manager - Crm (Ahmedabad)
🏢 Biotech Healthcare
📍 Ahmedabad