Global & Priority Markets Customer Engagement Director

Customer Engagement Strategy & Activation: 

• Partner with global brand, medical, and cross-functional teams to define and deliver AI-powered customer engagement strategies that support therapy area and brand business objectives. 

• Translate the Customer 2030 vision into practical activation plans for the assigned therapy area, balancing enterprise priorities with brand and market needs. 

• Drive omnichannel engagement design across digital and non-digital channels, ensuring customer journeys are coordinated, personalized, and measurable from the planning stage. 

• Shape audience, segmentation, targeting, and engagement recommendations using data, business rules, and insights to support more relevant and impactful customer interactions. 

• Help embed CRM as a core orchestration engine for coordinated customer engagement, linking field, content, and digital tactics where appropriate. 

• Identify opportunities to leverage emerging enterprise capabilities such as marketing copilots, AI content generation and recommendation, engagement engines, and insight-led planning tools. 

• Ensure measurement frameworks and success metrics are defined upfront and used to continuously optimize performance and business impact. 

Stakeholder Leadership and Partnership 

• Act as the primary customer engagement partner between the Commercial AI team and the assigned therapy area’s global marketing and medical teams. 

• Influence and align stakeholders across global, regional, and local teams to support adoption of enterprise customer engagement capabilities and ways of working. 

• Partner with Enterprise AI and adjacent functions to ensure solutions are scalable, compliant, and aligned to enterprise standards, data foundations, and operating principles. 

• Engage agency and external partners to ensure creative, content, channel, and activation plans align with AstraZeneca’s evolving AI and omnichannel engagement ambition. 

• Lead capability education and change enablement to grow understanding of AI-enabled customer engagement, omnichannel orchestration, and future-state marketing practices. 

• Represent the function in strategy, planning, insight, and status forums with internal stakeholders and external partners as needed. 

Customer Engagement Leadership and Optimization: 

• Monitor and evaluate customer engagement performance across the therapy area using metrics that matter, generating recommendations to improve customer experience and business outcomes. 

• Identify, capture, and share wins, insights, and challenges to support continuous improvement and broader enterprise learning. 

• Balance enterprise capability priorities with therapy area and brand priorities, helping sequence opportunities for scale and value realization. 

• Lead or contribute to transformation initiatives that advance AI-powered customer engagement, content innovation, and omnichannel operating model evolution. 

• Support the evolution of AstraZeneca’s customer engagement capabilities as part of the broader Customer 2030 agenda, helping shape how global strategies can be activated locally and scaled effectively. 

• Promote common quality standards, governance, and best practices across customer engagement initiatives in partnership with relevant enterprise teams. 

Requirements: 

Minimum 

Education:  Bachelor’s Degree 

Experience:   

5+ years of experience and a depth of knowledge in the following areas: 

• Building and scaling capabilities that drive brand and business impact 

• Digital marketing and customer engagement strategy 

• Omnichannel engagement channels, including email, SMS, web, direct mail, print, media, SEM, social, salesforce, and events 

• AI-enabled marketing and engagement tools, and familiarity with relevant marketing technology platforms such as Adobe Campaign, Tealium, and databases 

• Data-driven decision-making, strategic analysis, and insight generation 

• Working across matrix organizations and leading without formal authority 

• Experience operating in fast-moving, evolving environments with strong self-direction and ownership 

Preferred 

Education:   

Advanced Degree in a relevant field 

Experience:   

• CRM experience and understanding of CRM-enabled orchestration models 

• Demonstrated leadership and coordination of teams to deliver a single cohesive cross-channel strategy 

• In-depth marketing experience including launch excellence and customer-facing experience, such as brand strategy, positioning, messaging, segmentation, targeting, agency leadership, and annual planning 

• Healthcare / pharmaceutical industry experience 

• Therapy area experience 

• Media / advertising agency experience 

• Cross-functional experience across commercial, medical, digital, insights, or operations 

• Familiarity with AI tools, agile ways of working, and content operating model transformation 

Skills and Competencies: 

• Omnichannel marketing, customer experience, content strategy, prompt engineering 

• Strong understanding of AI-powered customer engagement, personalization, and measurement for sales and medical teams 

• Ability to connect business priorities, customer needs, data, content, and channel execution into coherent strategies 

• Strong oral and written communication skills, with the ability to clearly and concisely communicate complex concepts 

• Ability to lead complex programs and transformation initiatives in a matrixed global environment 

• Strong business acumen and strategic thinking 

• Demonstrated ability to influence without formal authority 

• Collaborative mindset and comfort working across evolving priorities and competitive market dynamics 

• High ethical standards and personal integrity 

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world. 

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. 

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