Manager, Customer Intelligence

Responsibilities

• System Optimization: Drive continuous improvement of commercial systems (primarily Salesforce.com), identifying optimization opportunities and supporting roadmap execution.
• Operations Management: Oversee ticketing, testing, and release validation processes to ensure system stability, performance, and user satisfaction.
• Data Governance: Lead data quality initiatives, including customer data mapping, cleansing, and governance to ensure accuracy, consistency, and usability.
• Reporting & Analytics: Develop and deliver reporting on customer data using tools like Power BI or Tableau to provide actionable business insights.
• User & Compliance Management: Manage user access, roles, and permissions across systems, ensuring compliance and efficient onboarding/offboarding.
• Process Automation: Identify and research opportunities for system and data improvements, driving automation to reduce manual effort and enhance scalability.
• Stakeholder Liaison: Act as a key bridge between Group Intelligence, Sales, IT, and Global Marketing to ensure alignment and effective communication.
• Training & Adoption: Design and deliver training programs, including digital learning content (videos, AI-supported formats), to enhance user adoption.
• Technical Integration: Manage system integrations (e.g., CRM and marketing automation platforms), ensuring seamless data flow and process consistency.

Requirements

• Domain Expertise
• Bachelor's degree in Economics , Data Science, IT, Analytics , or a related field (B.S. preferred).
• 5-10 years of extensive experience working with Salesforce.com/CRM systems and CPQ platforms.
• Proven experience in project management, process design, and change management.
• Strong expertise in data management, including data modeling, cleansing, and governance practices.
• Technical proficiency in Python and database knowledge (e.g., SQL ).
• Experience with analytics and reporting tools such as Power BI or Tableau .
• Practical experience with AI-driven solutions and their application in business processes.
• Knowledge of ITIL processes and MS SharePoint.
• Skills & Attributes
• Analytical Mindset: Structured, detail-oriented approach with strong problem-solving capabilities.
• Technical Integration: Solid understanding of system integrations and data flows between CRM and marketing automation platforms.
• Communication: Excellent stakeholder management skills with the ability to work cross-functionally (Sales, IT, Marketing).
• Innovation Proactive: Ability to anticipate issues and research new opportunities for system/data improvements.
• Fluency: Business fluent in English.
• About Lonza
• Ready to shape the future of life sciences?

Benefits

Additional Information

R75 3 30 Manager, Customer Intelligence Location: Hyderabad, India This is an office‑first role. Working together in person supports close, real‑time collaboration and team alignment, enabling us to deliver our best work. You will work primarily in the office, with the flexibility to work remotely for 20% of your time (one day per week). Intro summary of the role As the Manager of Customer Intelligence, you will drive the optimization of customer-related platforms and analytics capabilities. You will enhance customer data quality, optimize system performance, and deliver actionable insights. This role is central to driving automation, integration, and innovation initiatives to improve efficiency, scalability, and the overall user experience across Lonza's global commercial systems. What you will get An agile career and dynamic working culture. An inclusive and ethical workplace. Compensation programs that recognize high performance. A variety of benefits dependent on role and location. The full list of our global benefits can be found here: https://www.lonza.com/careers/benefits .

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