Digital Contact Center Senior Manager

Do you have experience managing digital contact centers or leading the implementation of innovative channel initiatives? Are you passionate about innovation, AI, and digital transformation? AstraZeneca offers you the opportunity to contribute to a pioneering project in the pharmaceutical sector, where digital strategy, scientific information, innovative channels, and data analytics come together to create real value.

Who we are

AstraZeneca is one of the leading companies in scientific innovation and personalized medicine. We are transforming the way we communicate with the medical community, focusing on advanced digital channels, next-generation CRM, AI, and advanced data analytics.
Within this context, our Digital Contact Center was created: a state-of-the-art platform to support healthcare professionals through remote channels and collaborative models with the field force.

The Role

We are looking for a Digital Contact Center Senior Manager who, within the Innovation & Business Excellence function, will contribute to the strategic, operational, and analytical development of this new key channel, working closely with external vendors and the internal cross-functional team.

You will be part of a collaborative and dynamic environment, where the ability to analyze data, turn it into actionable insights, and guide evidence-based decisions will be central to your impact.

Main Responsibilities

• Contribute to defining and developing the strategy for the Digital Contact Center and hybrid models, integrating digital innovation and data intelligence.
• Oversee campaigns via remote channels (phone and digital channels), ensuring effectiveness and increasing efficiency.
• Collaborate with team members and external partners in planning activities (channels, content, targets, FTEs, etc.) and interpreting results.
• Analyze KPIs, performance metrics, and qualitative-quantitative insights to optimize campaigns and support data-driven omnichannel strategies.
• Promote a culture of continuous improvement, underpinned by data and structured experimentation.
• Ensure full regulatory compliance and support audits and inspections, in synergy with the Compliance team.
• Facilitate the integration of external platforms with internal systems (CRM, analytic dashboards, campaign management tools).
• Work in teams with cross-functional departments (Marketing, Medical, IT, Innovation, Analytics, Commercial), contributing to both strategic and operational coordination.

Who we are looking for

A professional focused on innovation and results, with strong data mastery and the ability to interpret data strategically. You are capable of working effectively within a team and generating value in a complex ecosystem.

Ideal Profile

• Proven experience in managing advanced contact centers, digital channels, and CRM (including in sectors other than pharma such as banking, insurance, telco, services, etc.).
• Solid knowledge of analytics, performance planning, and modeling.
• Used to working in cross-functional teams and structured environments.
• Strong interpersonal skills, problem-solving attitude, and mental flexibility.

Key Skills

• Mastery of contact management platforms, CRM (e.g., Salesforce, Veeva), campaign management tools, and data analytics solutions.
• Advanced analytical skills: data interpretation, performance modeling and management, A/B testing, and planning.
• Familiarity with contact center and customer experience KPIs.
• An innovation-driven approach to digital channels.
• Fluent English.

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.