Activation Lead - CRM Platform Operations

Activation Lead - Marketing Platform Operations(M)

Job Description Summary

About the Role:
We are seeking a Country Activation Lead/ Super User to support a global CRM transformation program.

This role will act as a key enabler for country-level rollout execution, ensuring smooth activation, effective user enablement, and strong post go-live support to drive adoption of the new CRM platform.

The ideal candidate brings experience in CRM rollout support, user training, and hyper care, with a strong ability to engage business users and ensure readiness for day-to-day CRM usage.

Job Description

Location – Hyderabad #LI Hybrid

Key Responsibilities:

1. Country Rollout Execution & Activation

A. Enable the execution of country activation plans by supporting local rollout activities in alignment with the global CRM deployment schedule.

B. Coordinate with country and global teams to ensure all prerequisites, dependencies, and readiness criteria are met prior to go-live.

2. User Enablement & Training Support

A. Enable end-users through train-the-trainer support by working with other super users (as applicable) trained by International program teams, ensuring effective knowledge transfer.

B. Provide hands-on support and guidance to business users to build confidence and readiness for day-to-day CRM usage.

3. Post Go-Live Support & Hypercare

A. Enable the first line of business support post go-live by addressing user queries and clarifying standard ways of working.

B. Identify, track, and escalate user issues and adoption challenges to relevant teams to ensure timely resolution during hyper-care.

4. Adoption Reinforcement & Continuous Support

A. Support the reinforcement of standard CRM processes and ways of working to drive consistent adoption across user groups.

B. Gather user feedback and insights to support continuous improvement of CRM usage and rollout effectiveness.

Essential Requirements:

• Experience in CRM rollout, deployment, or activation support

• Familiarity with CRM platforms – either Veeva CRM or Salesforce Life Sciences Cloud

• Experience in supporting user training, enablement, or train-the-trainer models

• Ability to provide hands-on support and troubleshoot user queries

• Good understanding of pharma commercial processes / CRM usage

• Strong communication and stakeholder engagement skills

• Ability to work in cross-functional, multi-geography environments

• Problem-solving mindset with focus on user experience and adoption

Desirable Requirements:

• Experience in CRM transformation or migration programs (Veeva or Salesforce preferred)

• Exposure to change management and adoption frameworks

• Experience working in global rollout programs across multiple countries

• Familiarity with training tools, knowledge bases, or support ticketing systems

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network.

Skills Desired

Agility, Analytical Thinking, Brand Awareness, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model

Experience Level

Senior Level