Brand Manager, Customer Engagement in City of Westminster

Are you passionate about creating meaningful customer experiences that drive adoption, advocacy, and business impact? As a Brand Manager, Customer Engagement within AstraZeneca Haematology, you will play a critical role in translating national brand strategy into high-impact customer and account engagement plans. Working closely with sales, medical, oncology business excellence, and insights & analytics teams, you will ensure the right customers receive the right message through the right channels at the right time. You will act as a core member of key account management teams, helping bring national campaigns to life through tailored engagement strategies, advocacy initiatives, and customer-focused programmes. By continuously monitoring performance, optimising customer journeys, and capturing real-world insight, you will help shape both local execution and future national strategy. If you are energised by customer insight, omnichannel engagement, cross-functional collaboration, and driving measurable business impact, we would love to hear from you.

Accountabilities

Customer Engagement Strategy & Activation

• Act as a core member of key account management teams, translating national strategy, customer insight, and account objectives into targeted engagement plans, advocacy initiatives, and customer-focused programmes.
• Design, deploy, and continuously optimise customer engagement journeys for priority customer segments and accounts, working closely with Sales teams to enhance customer engagement, advocacy, and progression along the adoption journey.
• Lead the development and implementation of customer engagement activities across personal and non-personal channels, including peer-to-peer programmes, digital engagement initiatives, third-party media activation, local asset adaptation, and advocacy activation.
• Capture and synthesise field, customer, and account insights, identifying opportunities, barriers, and unmet needs, and translate these into actionable recommendations that inform national strategy, messaging, campaigns, and future customer engagement approaches.

Cross-Functional Collaboration & Governance

• Build strong partnerships across Sales, Medical, Oncology Business Excellence, and Brand teams to deliver integrated and customer-centric engagement strategies.
• Manage external agencies, media partners, and engagement vendors to ensure high-quality delivery of customer engagement activities aligned to agreed objectives.
• Collaborate with healthcare professionals and other external stakeholders, where appropriate and in partnership with Sales and Medical colleagues, to inform customer-engagement approaches and support customer-focused initiatives.
• Deliver customer engagement activities within agreed budgets, timelines, and performance expectations.
• Ensure all customer engagement activities comply with AstraZeneca governance requirements, internal policies, and the ABPI Code of Practice.

This role offers a unique opportunity to shape how customers experience our brand, working at the intersection of strategy, customer insight, and local execution. You will help deliver exceptional customer experiences while influencing the future direction of engagement within one of the most exciting areas of oncology.

Requirements

• Degree-level qualification in a scientific, life-sciences, business, marketing, or related discipline, or equivalent relevant experience.
• Significant commercial experience within oncology, with the scientific acumen to understand clinical evidence and its implications for customer beliefs, engagement needs, and the adoption journey.
• Strong experience translating national strategy, customer insight, and account priorities into targeted customer journeys, engagement plans, advocacy initiatives, and other account-based programmes.
• Strong experience delivering and optimising customer-engagement activities across personal and non-personal channels, including peer-to-peer programmes, digital initiatives, third-party media, and locally adapted content.
• Proven ability to use customer, field, and engagement insights to identify barriers and opportunities, refine channel and touchpoint choices, and demonstrate measurable impact.
• Sound understanding of the UK healthcare environment, including NHS structures, account dynamics, treatment decision-making, and customer-engagement realities.
• Demonstrated ability to partner closely with Sales and collaborate effectively with Medical, Marketing, Oncology Business Excellence, and external stakeholders within a matrix environment.
• Strong project and commercial management skills, with experience managing agencies or media partners and delivering multiple activities within agreed budgets, timelines, and performance expectations.
• Sound understanding of pharmaceutical governance and the ABPI Code of Practice, with experience delivering compliant omnichannel activities and engaging appropriately with healthcare professionals and other external stakeholders.

Desirable Skills & Experience

• Experience working with key account management teams and customer-planning frameworks.
• Experience applying AI, digital technologies, or marketing automation to improve customer engagement and execution.
• Experience using customer-engagement, CRM, marketing automation, or content-approval platforms, such as Veeva PromoMats. At AstraZeneca, we are united by our ambition to transform the lives of patients through science. Within Haematology, we are committed to eliminating blood cancers as a cause of death while creating an environment where innovation, collaboration, and continuous learning thrives.

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