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The Director will define and activate AI-powered customer engagement strategies to advance the company's Customer 2030 ambition across therapy areas. They will lead cross-functional collaboration to integrate CRM, omnichannel activation, and data-driven insights into scalable enterprise capabilities.
Candidates must have at least 5 years of experience in digital marketing, customer engagement strategy, and building scalable capabilities within a matrixed environment. A bachelor's degree is required, with preference given to those holding an advanced degree and experience in the pharmaceutical or healthcare industry.
We're building a connected, end-to-end Enterprise AI engine - uniting data foundations, AI technology, process reinvention, and business-facing AI to accelerate results across the whole value chain. Success depends on being exceptional connectors: you'll actively leverage existing capabilities, celebrate and promote reuse, export breakthrough ideas across geographies and functions, and obsess over scaling impact rather than building in isolation. If you thrive in high-collaboration environments where your role is to turn complex, cross-functional problems into reusable, enterprise-wide capabilities - and where the measure of success is adoption and scale, not just innovation - you'll have the platform (and sponsorship) to make it real.
As part of the AI for Commercial Digital Customer Engagement Team within AstraZeneca’s Enterprise AI organization, the Global Marketing Customer Engagement Director will play a key role in advancing AstraZeneca’s Customer 2030 ambition to deliver industry-leading, AI-enabled customer engagement. The role will help shape and scale future-fit engagement capabilities across the assigned therapy area, connecting CRM-enabled orchestration, omnichannel activation, AI-driven insights, and personalized content to create more valuable, coordinated, and measurable customer interactions.
This role will serve as a strategic partner to global marketing, medical, regional, and market teams to advance AstraZeneca’s Customer 2030 ambition for industry-leading customer engagement. The Director will help shape and activate customer engagement strategies that combine AI, data, CRM-enabled orchestration, and omnichannel activation to deliver more personalized, relevant, and measurable experiences for healthcare professionals and, where relevant, consumers.
The role will champion enterprise customer engagement capabilities for priority brands across the assigned therapeutic area and ensure local market needs are incorporated into scalable global strategies. Working in close partnership with teams across Enterprise AI, GBT, GCIT, GIACE, GBS, therapy area teams, and external partners, the Director will help connect upstream strategy with downstream execution so that customer engagement solutions are aligned to business priorities and delivered in compliance with AstraZeneca privacy, consent, quality, and security requirements.
The successful candidate will be able to influence across a complex matrixed organization, lead without formal authority, and translate evolving business needs into practical, data-driven customer engagement solutions. They will combine strong commercial acumen with understanding of AI-enabled engagement models, content and channel strategy, customer-centric marketing, measurement, and operating model transformation to help accelerate AstraZeneca’s customer engagement maturity.
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.
#EAI
We're transforming the future of healthcare by unlocking the power of what science can do for people, society and the planet. For more information, visit www.astrazeneca.com. Community Guidelines: bit.ly/2MgAcio
Offices: 1 Francis Crick Avenue, Cambridge Biomedical Campus, Cambridge, Cambridgeshire CB2 0AA, GB · Astraallen, Sodertalje, Stockholm County 152 57, SE
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