Customer Engagement

hace 6 meses

Madrid, España AstraZeneca A tiempo completo

At AstraZeneca we believe in the potential of our people and you’ll develop beyond what you thought possible. We make the most of your skills and passion by actively supporting you to see what you can achieve no matter where you start with us.

The role is responsible for helping to transform the company and the healthcare sector towards impactful digitization, enabling the maximization of AZ's interactions with patients and the healthcare system.

Reporting directly to the Customer Engagement & Digital Lead, this role will be responsible for proposing, developing, and implementing omnichannel activities within the Marketing Plan to optimize market impact and provide customers and patients with a connected experience that maximizes the value of our products and company. Additionally, this role will actively interact with a multidisciplinary team to identify needs that require the development and implementation of digital solutions in the healthcare system.

As part of a cross-functional Digital team, the Digital Transformation Business Partner will lead the implementation of a digital culture within the Brand Teams and the sales network, actively collaborating in the development of digital capabilities and tools that optimize the omnichannel value proposition to deliver better cross-brand service.

**Typical Accountabilities**:
**Business Digital Transformation Strategy**
- Promote transformation through leadership, support, and guidance to Business Units (BUs) teams in developing and evaluating omnichannel approaches that enhance optimal customer experience.
- Exercise cross-functional leadership to coordinate relationships with different stakeholders (TAs, Data & Analytics, CoE, etc.) and have the influence to ensure the adoption of the omnichannel strategy by TAs.
- Support and advise BUs teams in developing and evaluating the digital strategy and omnichannel approach for optimal customer experience.
- Lead and collaborate on market research on digital trends and generate insights to optimize the patient and customer experience.
- Coordinate training and support on digital tools and projects across different departments of the organization (Marketing, Sales, Medical, Access, Communication) together with the Learning & Capabilities team.
- Have a deep understanding of the current healthcare environment and, together with Marketing, Innovative Solutions, and Sales teams, identify digital solutions that create value agreements with the healthcare system.

**Action Plan Execution of Business Digital Transformation**
- Develop, define, and lead digital actions that respond to strategic objectives within the brand's strategic plan.
- Identify, plan, and develop digital materials aligned with the strategy in the development of Brand Plans for the brands and throughout the cycles in BUs.
- Manage and take responsibility for the assigned budget to collaborate with BUs.
- Serve as the main digital point of contact for the multidisciplinary team in BUs. Identify and support the development of omnichannel activities for other departments beyond the projects identified in specific BUs.

**Monitoring**
- Analyze and monitor the results of implemented digital initiatives, establish tracking KPIs, and define the success of actions prior to execution.
- Collaborate with the Business Excellence team in designing and preparing monitoring reports for the omnichannel strategy, analyzing its impact on customers in parameters such as brand awareness, channel recall, brand image, as well as its impact on other business performance indicators (sales, market share, etc.).

**Compliance**
- Ensure compliance with defined standards in the current digital asset policy, both with local teams and global teams.
- Ensure that all activities related to the job comply with applicable external and internal regulations (policies, procedures, standards, guidelines, and code of conduct).

**Education, Qualifications, and Experience**

**Essential**:

- Education: Bachelor's degree or equivalent.
- High level of Spanish and English: B2/C1 or equivalent.
- Digital Mindset.
- Planning and organization.
- Creativity.
- Attention to detail, autonomy, and cross-functional leadership.
- Influencing skills and strategic thinking.
- Analytical skills.
- +5 years of professional experience, with a minimum of 3 years of experience in Digital Marketing.
- Previous experience in the pharmaceutical industry is desirable.
- Demonstrable experience in cross-functional project and team leadership.

**Desirable**:

- Postgraduate or Master's degree in fields related to the role.
- Knowledge of digital technologies and platforms.
- Ability to work in highly demanding, rapidly changing ecosystems.
- "Beyond the pill" or end-to-end services focus.

**Key Relationships to reach solutions**

**Internal (to AZ or team)**:

- Innovation team
- Brand Teams
- Mkg Leads/Brand Managers
- Medical Team
- Access Team
- Finance BP
- Global Team: Insights and Digital

**Ext

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