Customer Engagement Lead - Andean Cluster

About the role

AstraZeneca is looking for a Customer Engagement Lead to lead the overall Customer Engagement strategy across the Andean Cluster. The role connects business priorities with personalized, measurable customer experiences enabled by data and artificial intelligence, integrating customer journeys, segmentation, face-to-face and digital campaigns, CRM, content, channels, measurement and adoption.

Key responsibilities

• Design and lead the Customer Engagement strategy for the Andean Cluster, in partnership with Business Units, Therapeutic Areas and enabling functions.
• Translate brand strategies and business needs into omnichannel engagement models for healthcare professionals, institutions, payers and other stakeholders.
• Lead the design and evolution of customer journeys, including segments, channels, interaction sequences and experiences.
• Plan, activate, measure and optimize integrated campaigns with Brand Teams, Medical, Sales, Market Access and others.
• Coordinate face-to-face, remote and digital experiences, and drive content planning, reuse, personalization and measurement.
• Identify and prioritize use cases for AI, automation, analytics and next-best-action.
• Lead cross-functional teams and squads in a matrix organization, and manage agencies, vendors, budgets and stakeholders.
• Ensure initiatives comply with corporate, regulatory, ethical and compliance requirements.

Required profile

• University degree in Business Administration, Marketing, Engineering, Economics, Health Sciences, Communications, Technology or a related field.
• Advanced proficiency in Spanish and English.
• Experience in marketing, customer engagement, omnichannel, commercial excellence, digital transformation or brand management.
• Experience leading complex projects and cross-functional teams in matrix organizations.
• Knowledge of the healthcare ecosystem and regulated environments.
• Preferred: postgraduate degree, master's or MBA, regional or international experience, and experience supporting product launches or product lifecycle management.

Required skills

• Preferred: knowledge of omnichannel engagement, CRM, campaigns, content and measurement.
• Preferred: experience with Veeva CRM, Salesforce or equivalent platforms.
• Preferred: measurement and visualization tools such as Adobe Analytics, Google Analytics, Tableau or Power BI.
• Preferred: marketing automation, CMS, Agile, AI or next-best-action.