AstraZeneca
Join AstraZeneca as the Senior Director, Customer Engagement Platform Capabilities, and shape the future of how we connect with customers across our global markets. Reporting to the
Global Head of CRM , you will lead the end‑to‑end design and evolution of our new
Salesforce Life Sciences Cloud
platform—translating complex business processes into intuitive, compliant, and high‑value experiences for diverse internal user personas. This role sits at the intersection of
strategy, product, and change , driving adoption, usability, and a unified CRM backbone that powers a comprehensive
customer 360 . You will orchestrate cross‑functional collaboration, partner with markets (including the US OBU pilot), and manage a high‑performing team of six Directors to deliver simplified, scalable capabilities that unlock measurable impact for our brands, users, and customers—both at launch and through continuous innovation.
Accountabilities
Design and shape CRM processes, features, and functionalities for diverse internal users.
Collaborate with IT platform owners and technical teams to ensure business processes are correctly represented in the CRM setup.
Drive user experience improvements to facilitate rapid adoption and ease of use of new CRM capabilities.
Engage with the pilot market (US OBU) and global markets to align on core Salesforce processes, establishing a unified backbone for AZ CRM global operations.
Partner with business owners across markets to configure processes and functionalities supporting the customer engagement strategy, ensuring a comprehensive customer 360 view.
Foster cross‑functional collaboration (Sales, Medical, Market Access, Marketing, Field/HQ roles) to enable agile sharing of information, data, and insights.
Work closely with Compliance and Legal to ensure robust compliance and legal foundations for CRM capabilities.
Lead experience learning initiatives, including beta‑testing new processes and CRM features, piloting UX with markets, and incorporating feedback into CRM releases.
Contribute to training and change management plans, including the development of training documentation for market activation.
Manage a team of six Directors, each responsible for specific process sets for different internal AZ users, orchestrating delivery to ensure alignment, simplification, and cost reduction.
The role of Senior Director will be responsible for “double‑clicking” into the processes and user experiences specific to the user function, ensuring the CRM platform delivers maximum value and adoption for their user group.
After the full implementation of lleno, the role will continue to manage the CRM platform development, ensuring continuous dialogues with markets and business, piloting new functionalities and assessing the value, contracting with the platform provider and IT the CRM product strategy to make the new solution respond to the new upcoming business challenges and opportunities of our evolving medicine portfolio.
Essential Skills/Experience
Bachelor’s Degree required.
5 years of experience in CRM platform design and implementation, preferably in the life sciences sector.
Previous experience with Sales Force marketing outbound platform and other solutions (SFMC/SFDC).
Proven experience and knowledge of the key Salesforce processes, tasks and responsibilities that will drive the design of the CRM requirement for the user and will provide value to AstraZeneca users, customers and brands.
Strong leadership and cross‑functional collaboration skills in a complex organization with minimal direct supervision.
elope Demonstrated ability to drive user experience improvements and change management.
Knowledge of compliance and legal requirements in CRM implementations.
Excellent communication and presentation skills.
Strong project management skills with ability to ensure timely, on‑target and within‑budget accomplishment of tasks.
Expertise to deliver transformative business and technology projects.
Team Structure: The Senior Director will lead a team of six Directors, each focusing on specific internal user groups and process sets. Previous experience in people manager roles is preferable.
The annual base pay for this position ranges from $202,324 to $303,487. Hourly and salaried non‑exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, and experience. In addition, our positions offer a short‑term incentive bonus opportunity; eligibility to participate in our equity‑based long‑term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves cita; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at‑will position” and the Company reserves the right to modify base\Supportive? pow.
Date Posted 13-Jan-2026
Closing Date 25-Jan-2026
Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.
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Global Head of CRM , you will lead the end‑to‑end design and evolution of our new
Salesforce Life Sciences Cloud
platform—translating complex business processes into intuitive, compliant, and high‑value experiences for diverse internal user personas. This role sits at the intersection of
strategy, product, and change , driving adoption, usability, and a unified CRM backbone that powers a comprehensive
customer 360 . You will orchestrate cross‑functional collaboration, partner with markets (including the US OBU pilot), and manage a high‑performing team of six Directors to deliver simplified, scalable capabilities that unlock measurable impact for our brands, users, and customers—both at launch and through continuous innovation.
Accountabilities
Design and shape CRM processes, features, and functionalities for diverse internal users.
Collaborate with IT platform owners and technical teams to ensure business processes are correctly represented in the CRM setup.
Drive user experience improvements to facilitate rapid adoption and ease of use of new CRM capabilities.
Engage with the pilot market (US OBU) and global markets to align on core Salesforce processes, establishing a unified backbone for AZ CRM global operations.
Partner with business owners across markets to configure processes and functionalities supporting the customer engagement strategy, ensuring a comprehensive customer 360 view.
Foster cross‑functional collaboration (Sales, Medical, Market Access, Marketing, Field/HQ roles) to enable agile sharing of information, data, and insights.
Work closely with Compliance and Legal to ensure robust compliance and legal foundations for CRM capabilities.
Lead experience learning initiatives, including beta‑testing new processes and CRM features, piloting UX with markets, and incorporating feedback into CRM releases.
Contribute to training and change management plans, including the development of training documentation for market activation.
Manage a team of six Directors, each responsible for specific process sets for different internal AZ users, orchestrating delivery to ensure alignment, simplification, and cost reduction.
The role of Senior Director will be responsible for “double‑clicking” into the processes and user experiences specific to the user function, ensuring the CRM platform delivers maximum value and adoption for their user group.
After the full implementation of lleno, the role will continue to manage the CRM platform development, ensuring continuous dialogues with markets and business, piloting new functionalities and assessing the value, contracting with the platform provider and IT the CRM product strategy to make the new solution respond to the new upcoming business challenges and opportunities of our evolving medicine portfolio.
Essential Skills/Experience
Bachelor’s Degree required.
5 years of experience in CRM platform design and implementation, preferably in the life sciences sector.
Previous experience with Sales Force marketing outbound platform and other solutions (SFMC/SFDC).
Proven experience and knowledge of the key Salesforce processes, tasks and responsibilities that will drive the design of the CRM requirement for the user and will provide value to AstraZeneca users, customers and brands.
Strong leadership and cross‑functional collaboration skills in a complex organization with minimal direct supervision.
elope Demonstrated ability to drive user experience improvements and change management.
Knowledge of compliance and legal requirements in CRM implementations.
Excellent communication and presentation skills.
Strong project management skills with ability to ensure timely, on‑target and within‑budget accomplishment of tasks.
Expertise to deliver transformative business and technology projects.
Team Structure: The Senior Director will lead a team of six Directors, each focusing on specific internal user groups and process sets. Previous experience in people manager roles is preferable.
The annual base pay for this position ranges from $202,324 to $303,487. Hourly and salaried non‑exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, and experience. In addition, our positions offer a short‑term incentive bonus opportunity; eligibility to participate in our equity‑based long‑term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves cita; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at‑will position” and the Company reserves the right to modify base\Supportive? pow.
Date Posted 13-Jan-2026
Closing Date 25-Jan-2026
Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.
#J-18808-Ljbffr