Job Description Summary
The Director – CRM Transformation and Operations will provide strategic and operational leadership for the Salesforce-based CRM ecosystem supporting US commercial teams. This role will lead a multi-disciplinary organization of approximately 65 associates across CRM Product and Operations , CRM Data Integrations, CRM Labs, Field CRM Operations, and Marketing Automation. The role is accountable for shaping the CRM transformation agenda, supporting platform adoption, enabling scalable product and data capabilities, strengthening operational excellence, and ensuring that salesforce capabilities deliver measurable business value for field, marketing, and commercial stakeholders.

Job Description
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 recent 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 s

📌 Director – CRM Transformation and Operations (Hyderabad)
🏢 Novartis
📍 Hyderabad