Manager, Customer Intelligence

R75331 - Manager, Customer Intelligence 

Location: Hyderabad, India 

Today, Lonza is a global leader in life sciences. We design and deliver solutions that enable scientists to accelerate innovation and improve health outcomes. We are seeking a Manager, Customer Intelligence, a key role within the Group Intelligence function. This position is responsible for maximizing the value, quality, usability, and continuous improvement of customer data across commercial systems, with a specific focus on our CRM platform, Salesforce.com. By combining system expertise, analytical capabilities, and stakeholder collaboration, this role ensures our platforms support Lonza’s growth ambition and enable data-driven decision-making across the organization. 

Job Summary 

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. 

Key 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. 

Key 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 

At Lonza, our people are our greatest strength. With more than 30 sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values—Collaboration, Accountability, Excellence, Passion, and Integrity—reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives. Innovation thrives when people from all backgrounds bring their unique perspectives to the table. Lonza is committed to creating an inclusive environment for all employees.