Manager, CRM Business Transformation

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS.

The Manager, CRM Business Transformation is a role within ZS's Customer Models & Motivation practice, responsible for supporting the business side of large-scale CRM transformation programs in life sciences. This role sits at the intersection of commercial strategy, customer engagement, and technology adoption-translating how biopharma organizations engage HCPs, patients, and field teams into clear business requirements, future-state processes, and organizational change plans that enable CRM platforms to deliver lasting value.

Based in India, this role is primarily a delivery leadership position, responsible for managing and coordinating a team of analysts and consultants executing business transformation workstreams across global programs. The Manager will serve as the day-to-day delivery lead-ensuring quality, consistency, and progress across business process design, requirements management, and user journey work-while also engaging with client stakeholders in a supporting capacity alongside senior ZS leaders.

This is not a technical implementation role. The Manager serves as the voice of the business and the field within the delivery team, ensuring that platform design reflects real commercial, medical, and field user needs. Close collaboration with ZS's onshore client leads, technology teams, and analytics teams is central to the role.

What you'll do:

• Lead day-to-day delivery of business process design and future-state definition workstreams for commercial, medical affairs, and medical information/customer service functions as part of CRM platform implementations (e.g., Salesforce Life Sciences Cloud, Veeva).
• Manage, coach, and coordinate a team of analysts and consultants executing requirements gathering, process documentation, and user journey mapping across global and regional program workstreams.
• Oversee the end-to-end requirements management process-ensuring business requirements are clearly documented, stakeholder-reviewed, traceable, and kept current across the full scope of CRM capabilities being replaced or integrated.
• Direct the development of future-state user journeys by persona (Reps, MSLs, KAMs, Med Info, and others), translating how field and commercial roles will interact with the new platform into structured, prioritized business requirements.
• Facilitate discovery sessions, stakeholder workshops, and requirements interviews in coordination with onshore client-facing leads prepare materials, synthesize outputs, and drive follow-through on open items and decisions.
• Ensure delivery quality across team workproducts including process documentation, user journey maps, requirements backlogs, change impact assessments, and stakeholder-facing presentations.
• Partner with organizational readiness and change management workstreams to ensure process changes, role impacts, and new ways of working are fully captured and reflected in training and adoption plans.
• Provide business enablement expertise to the broader program team, advising on role and organizational design implications of new commercial and medical processes, and helping navigate the balance between global harmonization and regional flexibility.
• Contribute to ZS business development by supporting proposal and RFP response development, and to the firm's thought leadership in life sciences CRM and commercial transformation.

What you'll bring:

• Bachelor's degree required Master's degree highly preferred.
• 8+ years of experience in life sciences commercial, medical affairs, or operations roles-in industry, consulting, or a combination.
• Demonstrated experience leading delivery teams in a consulting or professional services environment strong coaching, quality management, and workstream coordination skills.
• Deep familiarity with life sciences field team operations across sales, MSL, KAM, market access, and/or medical information functions proven ability to capture and translate field user needs into structured business requirements.
• Experience on CRM implementation or transformation programs in life sciences knowledge of Salesforce (Life Sciences Cloud or Health Cloud) and/or Veeva CRM strongly preferred.
• Proven ability to lead or support discovery workshops, stakeholder interviews, and requirements sessions with field users and commercial or medical leaders.
• Strong skills in business process documentation and user journey mapping ability to produce clear, structured artifacts (process flows, requirements documents, user stories) that drive alignment across business and technical teams.
• Familiarity with organizational change management concepts and practices ability to translate process and system changes into people and role impacts.
• Experience working on complex, multi-stakeholder global programs comfort coordinating across global and regional teams in a distributed delivery model.
• Strong written and verbal communication skills able to present clearly to senior clients and internal stakeholders in a supporting capacity.
• Fluency in English
• Client-first mentality
• Intense work ethic
• Collaborative spirit and problem-solving approach

How you'll grow:

• Cross-functional skills development & custom learning pathways
• Milestone training programs aligned to career progression opportunities
• Internal mobility paths that empower growth via s-curves, individual contribution and role expansions

Perks & Benefits:

At ZS, your growth matters. We offer a comprehensive total rewards package that supports your health and well‑being, financial future, time away, and professional development. With robust skills‑building programs, multiple career progression paths, internal mobility, and a deeply collaborative culture, you'll have the opportunity to do meaningful work, expand your capabilities, and thrive as part of a global community. For details on total rewards in , visit .

Hybrid working model:

We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.

Travel:

Travel is a requirement at ZS for client facing ZSers business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.

Considering applying

At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems-the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive.

If you're eager to grow, contribute, and bring your unique self to our work, we encourage you to apply.

ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.

To complete your application:
Candidates must possess or be able to obtain work authorization for their intended country of employment. An on-line application, including a full set of transcripts (official or unofficial), is required to be considered.

NO AGENCY CALLS, PLEASE.

Find Out More At: