Description
The Customer Relationship Management (CRM) Associate Director plays a key role in supporting the CVRM functions and is part of the Customer Engagement Strategy and Innovation Team in Strategic Field Operations (SFO).
This role involves working across multiple functions (IBEX, IT, Sales, Brands, Compliance) to balance the immediate demands with future capabilities needed to deliver the US Business strategy.
The Associate Director will shape and deploy ongoing evolutions in AZ's CRM capability, especially with respect to enhancements in our omnichannel capabilities.
In exchange for a fast-paced environment, this role offers significant opportunities for leadership exposure and professional development.
Accountabilities:
- Strategic brand alignment: Possess a deep understanding of brand strategy, performance drivers, and unmet needs to co-create high impact initiatives for customer-facing teams.
- End-to-end orchestration: Coordinate across all IBEX stakeholders to deliver integrated, end-to-end solutions that align with brand objectives and field execution.
- Innovation: Partner closely with IT to maximise adoption and effectiveness of AstraZeneca technology solutions across customer-facing roles.
- Testing, deployment, and change governance: Plan, execute, and govern testing and deployment activities for new and enhanced CRM capabilities, ensuring readiness and minimal disruption.
- Process optimisation: Continuously identify and prioritise opportunities to streamline processes and improve efficiency across workflows and systems.
- Outcome orientation: Focus on business outcomes and customer-facing productivity to demonstrate impact beyond deployment.
- US market representation and scalability: Represent US market needs in 'CRM of the Future' initiatives and share best practices with global teams to shape scalable, market-relevant solutions.
Required skills:
- Bachelor's degree; preferably in a relevant subject area.
- 5+ years of pharmaceutical/biotech experience.
- Experience with Veeva, Salesforce or other CRM platforms.
- Ability to influence others without authority.
- Previous experience in a cross-functional, collaborative, problem-solving team environment.
Preferred skills:
- Pharmaceutical sales experience.
- Experience with development and support of CRM or other technology capabilities.
- Thought leader on current capability-building best practices.
- Knowledge of sampling as well as digital marketing and engagement capabilities.
- Proven capability in influencing a diverse network of senior leaders and stakeholders.