Job Description
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. 40
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. 20
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. 15
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.
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
Required:
• Strong understanding and experience of Agile and Scrum technologies
• Demonstrated ability to lead and manage teams and interact comfortably with all levels of management and staff
• Strong experience in managing or working with service providers and vendors for development, delivery and operational needs
• Excellent written, oral and presentation skills, Fluency in English (written and spoken) is a must.
• Customer focus.
• Strategic thinking and analytical skills.
• Timely decision making and problem-solving skills.
Preferred:
• Relevant certifications in SFDC, Agile, or Scrum technologies
PHYSICAL POSITION REQUIREMENTS
Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of overlap with US ET Time zone)
Full time
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