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AstraZeneca · 13 hours ago

Global Senior Director CRM Capabilities and Change Management

US - Gaithersburg - MD

Full-time

Onsite

Director/Executive

$202K/yr - $303K/yr

AstraZeneca is seeking a Global Senior Director for CRM Capabilities and Change Management to lead an enterprise-scale CRM transformation. This role involves setting the strategy for global CRM capability building, change leadership, and continuous platform evolution to enhance customer engagement and improve patient outcomes.

BiopharmaBiotechnologyHealth CareMedicalPharmaceuticalPrecision Medicine

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Compose and deliver comprehensive CRM capability programs across business units and development organizations, driving consistent ways of working and measurable adoption across the enterprise

Lead the global training and change plan, compose market-ready training assets, and enable rapid, confident activation in priority markets

Partner with CRM product management to ensure end-to-end business workflows are accurately reflected in training and embedded in daily workflows

Translate early adopter feedback and functional UX analysis into clear backlog priorities and enablement updates that reduce time-to-value and improve user accessibility

Engage deeply with pilot (US) and global markets to tailor change and training for local needs while maintaining global consistency and scale

Align Sales, Medical, Market Access, Marketing, and Field/HQ roles on how CRM supports their priorities, outcomes, and core activities

Ensure robust compliance and legal guardrails are designed-in for capabilities, content, and processes

Lead a team of Directors across regions to ensure area-specific harmony, adaptability, and fast adoption of the global program

Align the CRM change plan with broader efforts in digital customer interaction, ensuring a complete customer view across digital and AI platforms

After launch, continue to steward CRM platform development—maintain market dialogue, pilot new capabilities, assess value, and shape vendor agreements and product strategy to meet emerging business challenges and opportunities

Qualification

CRM transformation leadershipTrainingChange managementCross-functional collaborationLarge-scale CRM ecosystemsUX researchVendorContract managementAgile methodologiesInfluencing senior collaboratorsLeading distributed teamsComplianceLegal considerations

Required

Development of comprehensive capability programs throughout the OBU and BBU or equivalent experience

Lead the training and change management plans, including the development of training documentation for market activation

Collaborate with the CRM product manager team to ensure business processes are correctly represented in the training program

Support the technical and product manager teams to improve experience improvements, based on early adopters' feedback and functional analysis of the user experience

Engage with the pilot market (US OBU) and global markets to co-create the transition mentorship and educational program

Foster cross-functional collaboration (Sales, Medical, Market Access, Marketing, Field/HQ roles) to align CRM adoption to the specific functions' priorities and main tasks

Coordinate with Compliance and Legal teams to sustain firm compliance and legal bases for the CRM capabilities program

Coordinate a group of Directors, ensuring local alignment, scalability, and fast adoption of the global change management and training program

Be responsible for alignment of the change management plan with other main digital customer engagement initiatives

Guide continuous improvement after the customer relationship management system is fully implemented

Preferred

Validated leadership of global CRM transformations in life sciences or similarly regulated industries, from pilot through scale-up

Expertise with large-scale CRM ecosystems (e.g., Salesforce, Veeva), integration patterns, and field enablement

Track record designing and delivering enterprise transformation and educational programs, including adult learning and measurement of adoption, proficiency, and impact

Experience applying UX research and analytics to inform product, process, and enablement decisions

Strong vendor and contract management experience, including platform roadmaps and value realization

Deep familiarity with compliance and legal considerations for both promotional and non-promotional customer engagement

Ability to influence senior collaborators in a matrix, balancing global consistency with local market needs

Experience leading distributed teams of Directors and senior managers across regions

Comfort with agile approaches and evidence-based decision-making, using clear metrics to guide iteration

Benefits

Short-term incentive bonus opportunity

Equity-based long-term incentive program (salaried roles)

Retirement contribution (hourly roles)

Commission payment eligibility (sales roles)

Qualified retirement program [401(k) plan]

Paid vacation and holidays

Paid leaves

Health benefits including medical, prescription drug, dental, and vision coverage

Company

AstraZeneca

Glassdoor4.1

AstraZeneca is a pharmaceutical company that discovers, develops, manufactures, and markets prescription medicines. It is a sub-organization of Investor.

Founded in 1999

Cambridge, Cambridgeshire, GBR

10001+ employees

https://www.astrazeneca.com

H1B Sponsorship

AstraZeneca has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (2)

2020 (11)