Manager,CustomerIntelligence

**R75 330 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 eff