Javid's CV

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Javid Miah

Associate Director | CRM Transformation

Profile summary

Strategic Associate Director with 18 years shaping CRM transformation and digital delivery outcomes. Known for steering global Salesforce implementations, workforce scaling, and cross-functional operational alignment. Committed to driving scalable enterprise solutions through strategic talent planning and automation.

Career highlights

Global Salesforce Delivery: Oversaw delivery of global Salesforce CRM and SFMC projects for pharmaceutical business lines while aligning onshore teams and offshore operations in India.

Workforce Transformation: Built the Salesforce CRM COE Delivery and Operations team from 15 to 100 associates in 2 years while delivering cost savings through talent transformation.

Partner Portal Solutions: Designed partner portal community solutions for display ad operations businesses supporting account executives, account managers, and external vendors.

Offshore Migration Savings: Transitioned digital marketing projects from onshore to offshore and scaled the delivery team to produce financial savings for the organization.

Key skills

Technicaland digital marketing ecosystems
ProfessionalBuilding and managing high-performing global teams fostering alignment across onshore and offshore teams Strategic planning for resource optimization process reengineering and cost management to meet organizational goals CRM Expertise: Extensive experience with Salesforce (Sales, Service, Marketing, Community Clouds) SFMC and Siebel CRM data modeling Automation & Innovation: Proven success in implementing solutions for processing automation emerging technologies Stakeholder Management: Ability to oversee cross-functional collaboration and manage relationships with global senior leadership teams Skilled in analyzing processes ensuring scalability and improving delivery efficiency Budget planning project cost control and value-driven negotiations Align strategy robust governance performance KPIs risk mitigation smart contracting cross-functional collaboration Leadership & Collaboration Workforce Transformation CRM Expertise Automation & Innovation Stakeholder Management Operational Excellence Financial Oversight Vendor Management Salesforce Siebel CRM

Professional experience

Associate DirectorSep 2020 - Present
Novartis, Hyderabad

Shaped the Tech and Workforce Transformation function, directing global Salesforce CRM and SFMC delivery for pharmaceutical business lines while guiding onshore and offshore operations. Defined resource allocation and talent planning strategies to drive operational execution across international markets. Steered digital campaign automation initiatives, business development efforts, and delivery team capability building through structured mentoring and certifications.

  • Transitioned the Novartis Digital Marketing project from onshore to offshore and scaled the offshore delivery team, achieving 15 million dollars in savings.
  • Executed vendor onboarding and offloaded work from in-house talent through robust SOPs, delivering $3 million dollar savings by avoiding external talent onboarding costs.
  • Scaled the Salesforce CRM COE Delivery and Operations team from 15 to 100 associates in 2 years, delivering $2.5 million dollar savings with 60% transformation of in-house talent.
  • Directed global Salesforce CRM rollouts to maintain scalability and operational efficiency.
  • Drove the adoption of automation and AI strategies within the digital campaign management space.
Lead Salesforce AdministratorAug 2015 - Mar 2018
Amazon, Hyderabad

Steered Salesforce administration for Amazon Media Group ad-ops business units, managing multi-region Salesforce instances including India monetization flows, Austrian partner portals, and global third-party designer integrations.

  • Delivered partner portal projects that produced three million dollars in operational cost savings across international ad-ops business units.
  • Configured standard and custom objects including leads, accounts, opportunities, ad-campaigns, and media plan requests to support regional sales and design workflows.
Senior Support AnalystJan 2013 - May 2015
Thomson Reuters, Bangalore

Architected Salesforce support processes for Sales and Service platforms, directing escalation pathways from helpdesk operations to engineering resolution. Steered platform security settings, custom layouts, and migration away from legacy workflow rules while coaching internal power users and organizing release testing.

  • Analyzed incident trends to create permanent fixes and documented workarounds for complex Salesforce system issues.
  • Configured platform automations including flows and approval processes while maintaining security profiles, roles, and sharing rules.
  • Delivered user acceptance testing support and conducted office hours for new feature deployments.
Capability buildingMay 2018 - Sep 2020
Associate Software Engineering ManagerOptum, Hyderabad

Defined the capability building strategy and steered the Salesforce platform roadmap. Managed a team of business analysts, engineers, and architects embedded within product teams while partnering with business sponsors to evaluate platform value and maintain alignment with enterprise vision.

  • Transitioned the Optum Rx Delivery team from onshore to offshore while scaling the offshore delivery team with a saving of 3 million dollars.
  • Built scenario planning models to match evolving business requirements and coordinated deployment releases with established release goals.
  • Managed global change initiatives that resulted in heightened project accountability and process consistency.