Customer Engagement Lead

AstraZeneca plc; Bogotá; On-site; COP 286,451,000 - 413,762,000; Full time

Job summary

AstraZeneca plc in Bogotá is seeking a Customer Engagement Lead to steer the Andean Cluster's engagement strategy, connecting business priorities with personalized experiences powered by data and AI in a highly regulated healthcare context.

You will design omnichannel journeys, lead cross-functional teams, and drive adoption of digital campaigns, CRM, and analytics while ensuring compliance and delivering measurable business impact.

Qualifications

• University degree in Business Administration, Marketing, Engineering, Economics, Health Sciences, Communications, Technology, or a related field.
• Advanced proficiency in Spanish and English.
• Relevant experience in the pharmaceutical, biotechnology, healthcare, or other highly regulated industries.
• Experience in marketing, customer engagement, omnichannel, commercial excellence, digital transformation, or brand management.
• Experience leading complex projects and cross-functional teams in matrix organizations.
• Experience developing customer engagement strategies, campaigns, or digital capabilities.
• Experience using data, analytics, and customer insights to inform decision-making.
• Experience managing agencies, vendors, budgets, and multiple stakeholders.
• Knowledge of the healthcare ecosystem and the requirements of a regulated environment.

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 integrated omnichannel engagement models for healthcare professionals, institutions, payers, and other stakeholders.
• Lead the design and evolution of customer journeys, defining segments, channels, interaction sequences, and relevant experiences for each customer.
• Plan, activate, measure, and optimize integrated campaigns together with Brand Teams, Medical, Sales, Market Access, and other functions.
• Coordinate face-to-face, remote, and digital experiences to ensure consistent, personalized, and customer-centered interactions.
• Drive content planning, reuse, personalization, and measurement in collaboration with Brand Teams, Medical, Regulatory, Legal, and Compliance.
• Identify and prioritize use cases for artificial intelligence, automation, analytics, and next-best-action that create value for the business and customers.
• Lead cross-functional teams and squads, influencing without formal authority in a matrix organization.
• Design adoption and capability-building plans across omnichannel engagement, customer journeys, CRM, campaigns, analytics, experimentation, and artificial intelligence.
• Manage agencies, vendors, budgets, and multiple stakeholders, promoting simplification and the reuse of regional or global solutions.
• Ensure initiatives comply with applicable corporate, regulatory, ethical, and compliance requirements.

Skills

Omnichannel strategy

Cross-functional leadership

Data analytics

Digital transformation

Marketing

Spanish and English

Veeva CRM familiarity

Regulated industry knowledge

Education

University degree

Tools

Veeva CRM

Salesforce

Tableau

Power BI

Adobe Analytics

Job description

Are you passionate about transforming how organizations engage with customers through strategy, data, technology, and innovation? Do you have experience developing omnichannel engagement models and leading commercial initiatives in complex and regulated environments?

At AstraZeneca, we are looking for a Customer Engagement Lead to lead the overall Customer Engagement strategy across the Andean Cluster. This role will connect business priorities with personalized, measurable customer experiences enabled by data and artificial intelligence.

The role will integrate customer journeys, segmentation, face-to-face and digital campaigns, CRM, content, channels, measurement, and adoption to improve customer experience, strengthen commercial effectiveness, and contribute to sustainable growth and patient impact.

Main 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 integrated omnichannel engagement models for healthcare professionals, institutions, payers, and other stakeholders.
• Lead the design and evolution of customer journeys, defining segments, channels, interaction sequences, and relevant experiences for each customer.
• Plan, activate, measure, and optimize integrated campaigns together with Brand Teams, Medical, Sales, Market Access, and other functions.
• Coordinate face-to-face, remote, and digital experiences to ensure consistent, personalized, and customer-centered interactions.
• Drive content planning, reuse, personalization, and measurement in collaboration with Brand Teams, Medical, Regulatory, Legal, and Compliance.
• Identify and prioritize use cases for artificial intelligence, automation, analytics, and next-best-action that create value for the business and customers.
• Lead cross-functional teams and squads, influencing without formal authority in a matrix organization.
• Design adoption and capability-building plans across omnichannel engagement, customer journeys, CRM, campaigns, analytics, experimentation, and artificial intelligence.
• Manage agencies, vendors, budgets, and multiple stakeholders, promoting simplification and the reuse of regional or global solutions.
• Ensure initiatives comply with applicable corporate, regulatory, ethical, and compliance requirements.

Key Requirements

• University degree in Business Administration, Marketing, Engineering, Economics, Health Sciences, Communications, Technology, or a related field.
• Advanced proficiency in Spanish and English.
• Relevant experience in the pharmaceutical, biotechnology, healthcare, or other highly regulated industries.
• Experience in marketing, customer engagement, omnichannel, commercial excellence, digital transformation, or brand management.
• Experience leading complex projects and cross-functional teams in matrix organizations.
• Experience developing customer engagement strategies, campaigns, or digital capabilities.
• Experience using data, analytics, and customer insights to inform decision-making.
• Experience managing agencies, vendors, budgets, and multiple stakeholders.
• Knowledge of the healthcare ecosystem and the requirements of a regulated environment.

Preferred Qualifications

• Strategic thinking with a strong focus on execution and an end-to-end customer journey perspective.
• Knowledge of omnichannel engagement, CRM, campaigns, content, and measurement.
• Analytical mindset and ability to make data-driven decisions.
• Leadership, executive communication, and influencing without formal authority.
• Ability to translate business priorities into functional requirements.
• Change management, adoption, prioritization, and continuous improvement skills.
• Simplification and experimentation mindset, with a strong ethical and compliance focus.
• Experience with Veeva CRM, Salesforce, or equivalent platforms.
• Knowledge of measurement and visualization tools such as Adobe Analytics, Google Analytics, Tableau, or Power BI.
• Experience with marketing automation, content management systems, Agile, artificial intelligence, or next-best-action.
• Postgraduate degree, master’s degree, or MBA; regional or international experience; and experience supporting product launches or product lifecycle management.

At AstraZeneca, we combine strategy, innovation, data, and artificial intelligence to create more relevant and effective customer experiences.

Join us as a Customer Engagement Lead and help transform the way we engage with our stakeholders, accelerating the evolution toward a dynamic, omnichannel, and customer-centered model across the Andean Cluster.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry‑leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.