Global Senior Director CRM Capabilities and Change Management

Are you ready to lead an enterprise-scale CRM transformation that elevates how we engage customers and, ultimately, improves patient outcomes? This role sets the strategy and execution for global CRM capability building, change leadership, and continuous platform evolution—turning complexity into adoption, and adoption into measurable business impact.

You will guide learning and transition programs involving early adopters. You will collaborate with pilot and global markets. You will join product, technical, and field leaders to deliver a CRM experience teams want to use. What could you achieve by uniting product excellence, user-centric build, and focused change to accelerate how our medicines reach those who need them most?

Accountabilities:

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

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

Process Representation in Training: Partner with CRM product management to ensure end-to-end business workflows are accurately reflected in training and embedded in daily workflows.

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

Co-Creation with Markets: Engage deeply with pilot (US) and global markets to tailor change and training for local needs while maintaining global consistency and scale.

Cross-Functional Alignment: Align Sales, Medical, Market Access, Marketing, and Field/HQ roles on how CRM supports their priorities, outcomes, and core activities.

Compliance and Legal Foundations: Ensure robust compliance and legal guardrails are designed-in for capabilities, content, and processes.

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

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

Post-Implementation Evolution: 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.

Essential Skills/Experience:

Development of comprehensive capability programs throughout the OBU and BBU or equivalent experience. RDU leads organisational change initiatives when necessary. They ensure a seamless transition and adoption of the new CRM across the Enterprise.

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. This supports local and global adoption of the new CRM.

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. This ensures 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 and ensure holistic approach to our customer s through our digital and AI platform.

The role guides continuous improvement after the customer relationship management system is fully implemented. It includes staying connected to markets and business, testing new features, and evaluating benefits. The role also manages contracts with the platform provider and IT to ensure the CRM product strategy addresses future business challenges and opportunities in our changing medicine portfolio.

Desirable Skills/Experience:

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

The annual base pay for this position ranges from $202,324 to $303,487. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. 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 (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included 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. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.