Senior Director, Customer Excellence

Senior Director Customer Excellence 

Reporting to the Executive Director of Strategic Field Operations (SFO), the Senior Director Customer Engagement Strategy is the accountable business product owner of the CRM, Trigger Engine, Coach tool and Speaker Program Operations.  This role is responsible for defining and leading the enterprise-wide Customer Engagement Platform Strategies including but not limited to the Veeva CRM and the AZ Promotional Speaker Programming function.  This leader will define and execute the strategic roadmap for US Commercial customer facing CRM serving over 5000 customers, ensuring that these capabilities are fully operational in line with the needs of the US Commercial business today and delivering the brilliant launches of tomorrow.  Through a deep understanding of all customer-facing roles (Market Access, Sales, Medical, etc.), this individual will partner closely with Commercial and IT senior stakeholders across the business and IT, as well as external providers to evolve global and industry capabilities in line with US Commercial priority business needs.  Through this same customer understanding, the Customer Engagement Strategy Senior Director will focus on delivering innovation as well as optimizing AstraZeneca’s promotional speaker programming function.   

Key Accountabilities 

• Design a strategic roadmap for delivering US BBU Customer Engagement priorities through partnerships that embed seamless integration and coordination across all commercial teams and channels aligned to pipeline and business strategy 

• Develop, lead and garner engagement for both CRM & Speaker Program capabilities across Medical, Market Access and Sales  

• Oversee development & implementation of new field role (at scale); embracing compliant and innovative HCP engagement tools and strategies for customer facing teams  

• Measure the impact of all new work released on roadmap, close the value loop and ensure adoption across CRM and Speaker Programming 

• Ensure a simple and exceptional user experience for all customer facing teams experience with the CRM 

• Partner with key suppliers to ensure best-in-class promotional programming capabilities and fiscal accountability 

• Accountable for the performance, development, and engagement of the Customer Engagement Strategy team 

• Champion a unified, aligned and customer-centric approach to enterprise management of data necessary for statutory reporting for promotional programming events 

• Engage with Sales & Marketing to share and influence Triggers generated insights and best practices.  Continuously identify sources of data generation through CRM capture and utilization. 

• Provide guidance and direction to all customer facing teams and other internal stakeholders as it relates to the use of the CRM and Speaker Programming; identify and promote appropriate best practices to enterprise stakeholders 

Minimum requirements: 

• Bachelor's Degree in relevant field
• 10+ years of relevant experience

• Prior CRM experience in supporting customer facing teams or market