Management consultant h1.location_city

Overview

Consultant, Digital Customer Engagement & CRM Products is a strategic product manager within ZS’s Digital Products Team, responsible for re-imagining how organizations engage customers across the end-to-end journey. This role moves beyond traditional CRM implementation to reimagine and lead digital initiatives that redefine customer experience, commercial effectiveness, and data-driven engagement.

As a senior product leader, you will help shape customer engagement strategies that integrate CRM platforms (e.g., Salesforce, Veeva) into a broader ecosystem of advanced analytics, AI-driven personalization, omnichannel orchestration, and connected customer experiences. You will partner with C-suite and senior client stakeholders to translate business strategy into a compelling vision. You will drive vision and roadmap to value realization, ensuring solutions are user-centric, data-enabled, and built for long-term impact rather than point-in-time configuration.

In addition, you will play a leadership role in expanding ZS’s Digital Product Management capability by shaping methods, mentoring talent, driving thought leadership in customer engagement innovation, and contributing to business development efforts that position ZS as a CRM transformation partner.

This role requires a boundary-spanning thinker who can operate at the intersection of business strategy, experience design, data, technology, and organizational change.

What You'll Do:

• Apply product management best practices to design and deliver AI-enabled CRM and digital engagement solutions for Life Sciences clients.
• Lead/support the development of customer engagement strategies aligned to brand, medical, and field commercial objectives.
• Lead discovery sessions and stakeholder interviews to identify unmet needs across HCP, patient, and field journeys.
• Partner with data science and analytics teams to embed next-best-action and personalization use cases into CRM workflows.
• Translate business & user needs into clear product requirements, user stories, and prioritized backlogs.
• Develop key product artifacts (process flows, user journeys, data flows) to drive alignment across cross-functional teams.
• Collaborate with cross-functional teams (engineering, UX, analytics, business stakeholders) to deliver high-quality digital product releases.
• Contribute to client deliverables, thought leadership, and proposal development related to Life Sciences digital transformation initiatives.
• Stay updated on CRM technology trends and industry landscape (e.g. knowledge of top platforms including Salesforce for Lifesciences, Veeva) best practices to identify opportunities for innovation and competitive advantage.
• Provide regular updates and training to stakeholders and users, supporting effective adoption and use of the CRM system.

What You'll Bring:

• Bachelor's Degree. Master's Degree highly desired or equivalent experience
• 6+ years of experience in product management or similar functions
• Strong understanding of CRM systems (Salesforce, Veeva) and functionalities
• Experience working in/with Lifesciences preferred
• High energy level, with strong facilitation, verbal & written communication skills
• Strong organization, project management and prioritization skills
• Experience leading workshop style meetings to for early discovery and requirements
• Experience working in a client facing, consulting environment
• Experience working in Agile/SCRUM environment
• 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:

ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member.

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.