Hybrid Global Senior Director – CRM Capabilities, Change Management

at AstraZeneca

• Job title: Global Senior Director – CRM Capabilities, Change Management
• Job type: Full Time
• Experience level: Senior
• Salary: $202,324 - $303,487 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Gaithersburg, United States

About the role

• Global Senior Director leading CRM transformation and organizational change management at AstraZeneca. Collaborating cross-functionally to improve user experiences and drive measurable business impact.

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

Requirements

• Development of comprehensive capability programs throughout the OBU and BBU or equivalent experience
• RDU leads organizational change initiatives when necessary
• Lead the training and change management plans, including the development of training documentation for market activation
• Collaborate with the CRM product manager team to teams 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 to facilitate rapid adoption and ease of use of new CRM capabilities
• 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. Each is accountable for a regional area serving different internal AZ users
• Be responsible for alignment of the change management plan with other main digital customer engagement initiatives

Benefits

• short-term incentive bonus opportunity
• eligibility to participate in equity-based long-term incentive program
• 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