Senior Director, CRM Commercial

AstraZeneca • Gaithersburg, MD

1d

About The Position

Join AstraZeneca as the Senior Director, Customer Engagement Platform Capabilities, and shape the future of how we connect with customers across our global markets. Reporting to the Global Head of CRM, you will lead the end‑to‑end design and evolution of our new Salesforce Life Sciences Cloud platform—translating complex business processes into intuitive, compliant, and high‑value experiences for diverse internal user personas. This role sits at the intersection of strategy, product, and change, driving adoption, usability, and a unified CRM backbone that powers a comprehensive customer 360. You will orchestrate cross‑functional collaboration, partner with markets (including the US OBU pilot), and manage a high‑performing team of six Directors to deliver simplified, scalable capabilities that unlock measurable impact for our brands, users, and customers—both at launch and through continuous innovation. Accountabilities: Design and shape CRM processes, features, and functionalities for diverse internal users. Collaborate with IT platform owners and technical teams to ensure business processes are correctly represented in the CRM setup. Drive user experience improvements to facilitate rapid adoption and ease of use of new CRM capabilities. Engage with the pilot market (US OBU) and global markets to align on core Salesforce processes, establishing a unified backbone for AZ CRM global operations. Partner with business owners across markets to configure processes and functionalities supporting the customer engagement strategy, ensuring a comprehensive customer 360 view. Foster cross-functional collaboration (Sales, Medical, Market Access, Marketing, Field/HQ roles) to enable agile sharing of information, data, and insights. Work closely with Compliance and Legal to ensure robust compliance and legal foundations for CRM capabilities. Lead experience learning initiatives, including beta-testing new processes and CRM features, piloting UX with markets, and incorporating feedback into CRM releases. Contribute to training and change management plans, including the development of training documentation for market activation. Manage a team of six Directors, each responsible for specific process sets for different internal AZ users, orchestrating delivery to ensure alignment, simplification, and cost reduction. The role of Senior Director will be responsible for "double-clicking" into the processes and user experiences specific to the user function, ensuring the CRM platform delivers maximum value and adoption for their user group After the full implementation of the CRM platform , the role will continue to manage and the CRM platform development, ensuring continuous dialogues with markets and business, piloting new functionalities and assessing the value, contracting with the platform provider and IT the CRM product strategy to make the new solution responding to the new upcoming business challenges and opportunity of our evolving medicine portfolio.

Requirements

• Bachelor’s Degree required
• 5+ years of experience in CRM platform design and implementation, preferably in the life sciences sector.
• Previous experience with Sales Force marketing outbound platform and other solutions (SFMC/SFDC)
• Proven experience and knowledge of the key sales force processes, tasks and responsibilities that will drive the design of the CRM requirement for the user and will provide value to AstraZeneca User, Customers and Brands.
• Strong leadership and cross-functional collaboration skills in a complex organization with minimal direct supervision
• Demonstrated ability to drive user experience improvements and change management.
• Knowledge of compliance and legal requirements in CRM implementations.
• Excellent communication and presentation skills
• Strong project management skills with ability to ensure timely, on-target and within budget accomplishment of tasks
• Expertise to deliver transformative business and technology projects
• Previous experience in people manager roles is preferable

Responsibilities

• Design and shape CRM processes, features, and functionalities for diverse internal users.
• Collaborate with IT platform owners and technical teams to ensure business processes are correctly represented in the CRM setup.
• Drive user experience improvements to facilitate rapid adoption and ease of use of new CRM capabilities.
• Engage with the pilot market (US OBU) and global markets to align on core Salesforce processes, establishing a unified backbone for AZ CRM global operations.
• Partner with business owners across markets to configure processes and functionalities supporting the customer engagement strategy, ensuring a comprehensive customer 360 view.
• Foster cross-functional collaboration (Sales, Medical, Market Access, Marketing, Field/HQ roles) to enable agile sharing of information, data, and insights.
• Work closely with Compliance and Legal to ensure robust compliance and legal foundations for CRM capabilities.
• Lead experience learning initiatives, including beta-testing new processes and CRM features, piloting UX with markets, and incorporating feedback into CRM releases.
• Contribute to training and change management plans, including the development of training documentation for market activation.
• Manage a team of six Directors, each responsible for specific process sets for different internal AZ users, orchestrating delivery to ensure alignment, simplification, and cost reduction.
• The role of Senior Director will be responsible for "double-clicking" into the processes and user experiences specific to the user function, ensuring the CRM platform delivers maximum value and adoption for their user group
• After the full implementation of the CRM platform , the role will continue to manage and the CRM platform development, ensuring continuous dialogues with markets and business, piloting new functionalities and assessing the value, contracting with the platform provider and IT the CRM product strategy to make the new solution responding to the new upcoming business challenges and opportunity of our evolving medicine portfolio.

Benefits

• Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees