Director, CRM Strategic Engagement

AstraZeneca • Boston, MA

2d • $168,776 - $253,164 • Hybrid

About The Position

This role is responsible for shaping how a global biopharmaceutical leader engages customers by turning real-world processes into intuitive CRM experiences. The position aims to speed life-changing medicines to patients by making field and HQ teams smarter, faster, and more connected. Based in Gaithersburg, MD, the Director will design, optimize, and implement CRM experiences on Salesforce Agentforce Life Sciences to power strategy, productivity, and measurable impact. This involves translating business needs into elegant workflows, elevating usability through continuous feedback, and building the global backbone for CRM operations. The role requires partnering closely with leadership across stakeholder and market-facing functions, IT platform owners, and customer-facing teams to pilot new capabilities in the US and scale standard processes worldwide. The work will drive adoption, ensure compliance, and deliver progressive business and technology outcomes that unlock value for users, customers, and brands.

Requirements

• Bachelor’s Degree required
• 5 years of experience in CRM platform adoption, design and implementation, preferably in the life sciences sector.
• Previous experience with Salesforce platform and capabilities.
• Demonstrable experience and knowledge of key business processes, tasks and responsibilities that will drive the build of the CRM requirement for the user and will provide value to AstraZeneca user, customers and brands.
• Strong leadership and multi-functional collaboration skills in a complex organization with minimal direct supervision
• Proven ability to drive user experience improvements and change management.
• Knowledge of compliance and legal requirements in CRM implementations.
• Excellent communication and presentation skills
• Solid project management skills with ability to ensure timely, on-target and within budget accomplishment of tasks
• Expertise to deliver transformative business and technology projects

Nice To Haves

• Advanced degree in business, technology, or a related field
• Experience with Salesforce Agentforce Life Sciences and enterprise-scale CRM transformations across multiple markets
• Salesforce certifications (e.g., Administrator, Business Analyst, Platform App Builder) and/or change management certifications (e.g., PROSCI)
• Hands-on experience with user research, journey mapping, and UX prototyping to inform CRM design
• Familiarity with data privacy and security standards relevant to life sciences (e.g., HIPAA, GDPR) and field force compliance
• Experience leading agile delivery, release management, and training at scale for commercial teams
• Data and analytics savvy to translate insights into CRM capabilities and performance measures

Responsibilities

• Partner with leadership across participant and market-facing functions to identify and prioritize CRM capabilities that drive impact, productivity, and end-user effectiveness.
• Translate business processes into scalable Salesforce Agentforce Life Sciences workflows aligned with clear business goals.
• Develop and run feedback mechanisms across CRM participant groups to continuously improve platform functionality, usability, and business alignment.
• Collaborate with the Senior Director and peer Directors to design and shape CRM processes, features, and functionalities for diverse user personas.
• Work with IT platform owners and technical teams to ensure business processes are accurately represented in CRM configuration and data flows.
• Drive user experience enhancements that enable rapid adoption and ease of use for new CRM capabilities.
• Engage with the US pilot market and global markets to align on core processes and establish a unified backbone for global CRM operations.
• Develop collaboration across Sales, Medical, Market Access, Diagnostics, Marketing, and Field/HQ roles to enable agile, compliant sharing of information, data, and insights.
• Partner with Compliance and Legal to embed robust ethical, legal, and regulatory foundations into CRM capabilities.
• Lead experience learning initiatives including beta testing, market pilots, and UX validation; incorporate feedback into CRM releases.
• Contribute to training and change management plans, including development of training documentation and market activation materials.

Benefits

• Qualified retirement program [401(k) plan]
• Paid vacation and holidays
• Paid leaves
• Health benefits including medical, prescription drug, dental, and vision coverage
• Short-term incentive bonus opportunity
• Eligibility to participate in our equity-based long-term incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Director