Director, CRM Strategic Engagement

Are you ready to redefine how a global biopharmaceutical leader engages customers by turning real-world processes into intuitive CRM experiences? Do you want your work to speed life-changing medicines to patients by making our field and HQ teams smarter, faster, and more connected?

Based in Gaithersburg, MD, you will shape how we engage customers by designing, optimizing, and implementing CRM experiences on Salesforce Agentforce Life Sciences that power strategy, productivity, and measurable impact. You will turn business needs into elegant workflows, elevate usability through continuous feedback, and build the global backbone for our CRM operations.

You will partner 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. Your work will drive adoption, ensure compliance, and deliver progressive business and technology outcomes that unlock value for our users, customers, and brands.

Accountabilities:

• Impactful Capability Roadmap: Partner with leadership across participant and market-facing functions to identify and prioritize CRM capabilities that drive impact, productivity, and end-user effectiveness.

• Process-to-Workflow Translation: Translate business processes into scalable Salesforce Agentforce Life Sciences workflows aligned with clear business goals.

• Voice of the User: Develop and run feedback mechanisms across CRM participant groups to continuously improve platform functionality, usability, and business alignment.

• Persona-Centered Experience Design: Collaborate with the Senior Director and peer Directors to design and shape CRM processes, features, and functionalities for diverse user personas.

• Platform Integration: Work with IT platform owners and technical teams to ensure business processes are accurately represented in CRM configuration and data flows.

• Adoption and UX Acceleration: Drive user experience enhancements that enable rapid adoption and ease of use for new CRM capabilities.

• Global Backbone and Scale: Engage with the US pilot market and global markets to align on core processes and establish a unified backbone for global CRM operations.

• multi-functional Connectivity: Develop collaboration across Sales, Medical, Market Access, Diagnostics, Marketing, and Field/HQ roles to enable agile, compliant sharing of information, data, and insights.

• Risk, Compliance, and Governance: Partner with Compliance and Legal to embed robust ethical, legal, and regulatory foundations into CRM capabilities.

• Experimentation and Iteration: Lead experience learning initiatives including beta testing, market pilots, and UX validation; incorporate feedback into CRM releases.

• Enablement and Change Leadership: Contribute to training and change management plans, including development of training documentation and market activation materials.

Essential Skills/Experience:

• 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

Desirable Skills/Experience:

• 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

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Why AstraZeneca:

Here, unexpected teams come together to unleash bold thinking that accelerates science into impact for people living with cancer. You will work with cutting-edge platforms and a deep, innovative pipeline, translating insight into tools that empower field and HQ teams to move faster and smarter. We combine urgency with care—co-creating across commercial, medical, and technology to make decisive, data-informed moves while valuing kindness alongside ambition. Your leadership will help shape how we bring transformative medicines to more patients, while you grow your craft in a culture that trusts you to take smart risks, learn quickly, and turn ideas into outcomes.

Call to Action:

Lead the build of our global CRM backbone from Gaithersburg—take ownership, move at pace, and create customer experiences that help deliver life-changing medicines; send us your resume to start the conversation today!

The annual base pay for this position ranges from $ 168,776 - 253,164 Annual USD . Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program. Benefits offered include 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.

Date Posted

Closing Date

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.