Senior Director, Future of CRM International Markets Lead

Introduction to role 

International Region is a powerful growth engine for AstraZeneca, delivering consistent performance across all therapy areas and playing a central role in our future success. Operating in a complex, rapidly evolving environment, we are accelerating growth and pipeline delivery to make Ambition 2030 a reality in International. At the heart of this is how we transform our Customer Engagement model by leveraging, the new CRM platform (AGENTFORCE LIFE SCIENCE), accelerating our science and maximize our impact for patients. This role leads that transformation for International Markets, shaping how customer engagement evolves across Oncology, Biopharma and Rare Disease.

We are looking for a dynamic individual to fulfil the role of Senior Director, Future of CRM Lead. The successful candidate will drive the implementation of the Future of CRM global program for International Markets, to improve the effectiveness of our customer engagement model and accelerate the use of AI and Agentic solutions provided with the new CRM platform to deliver n=1 HCP engagement and productivity-uplift in Field and HQ based CRM users. You will be capable to support the implementation of the Future of CRM global program in International Region by engaging with functional SMEs, Functional CRM champions, IBEX CRM expert, and senior leaders, across the BBU, OBU and RDU businesses.

You will be responsible to articulate the engagement with markets and functions, to consolidate common inputs to inform the build of the CRM Core platform, and to ensure that business needs and priorities for International are provided with the right CRM capabilities, limiting the need for heavy local adaptation (<20%) of the CRM platform once implemented.

Excellent cross-functional leadership experience, as well as an extensive knowledge of brand commercialization phases is crucial.  Demonstrably strong skills in the areas of collaboration, decision making, communication, enterprise leadership, problem solving, and influencing without authority will be key.

Accountabilities 

• Future of CRM: Represent International on global CRM programs/ decision-making fora; drive requirements, prioritization, and rollout to ensure regional needs are met and adoption targets achieved

• Coordination with International Key AI and digital transformative initiatives: collaborate with Region across OBU, BBU, RDU, and local markets to build a CRM strategy that is fitting with the Customer 2030 initiatives, in alignment with Regional Digital, AI and Commercial IT

• Implementation: Oversee the creation of a competitive roadmap, compatible with the expectations of 60% Core-adoption, that balances benefit-realization with change-readiness and user-adoption. Ensure markets have the right resources available to drive successful implementation

• Change readiness, adoption, and capability building: in collaboration with the global Future of CRM Team, support markets and therapy areas with training, playbooks, and change management to drive adoption and behavior change

• Communication and engagement with Business Senior Leaders: Prioritizing the engagement and education of senior Leaders (e.g. Area VPs, Country Presidents, Heads of Oncology). Also engaging with other Enterprise Leaders, Functions and Teams to ensure interdependencies and sensitivities are considered

Essential Skills/Experience 

• Subject-matter expertise in CRM and Customer Engagement operations

• Pragmatism and can-do attitude

• Skills/expertise in IBEX/OBEX, ComEx roles

• Innovative approach, with an experimentation mindset (e.g. AI)

• Commercial acumen and understanding of local/ market environments and operations

• Understanding of the dynamic external environment and the regional business priorities across BBU, OBU, RDU

• Highly developed communication and influencing abilities across organizational teams and levels in a large and matrixed operating environment

• Attitude to innovate and scale innovation with impact

• Proven business partnering skills across multiple stakeholder groups

• Proven project management skills in matrix organizations

• Experience of working with Senior Management Teams with good understanding of decision-making dynamics

• Experience of successful influencing cross functionally, cross-culturally and cross-TA

• Curiosity and capability to understand and support business need from different business areas

At AstraZeneca, work has real impact: teams operate across continents and markets to bring transformative medicines and integrated healthcare solutions to patients who need them most, using data, digital tools and scientific insight to tackle unmet needs at pace.

Ready to help redefine how we engage customers and deliver life-changing medicines across International Markets? Apply now to join us on this ambitious journey!

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.