Head of Digital Customer Engagement

Are you ready to take the lead in shaping the future of digital customer engagement? We are looking for a strategic and forward-thinking leader to spearhead our efforts in maximising customer engagement across non-face-to-face channels within the life sciences industry. This role requires strategic oversight, innovative thinking, and leadership to effectively design and deliver a customer engagement strategy that maximises customer value and drives engagement excellence as a standard across AZUK.

Key Accountabilities:

• Strategic Planning and Execution: Design and drive “customer engagement” future direction including digital engagement, channel optimisation and third-party partnerships. Develop and lead comprehensive customer engagement strategies that enhance customer experience and deliver value. Formulate strategic initiatives to optimise the use of media, web, and third-party content for enhanced customer interactions.
• AI Integration: Implement AI and Generative AI platforms to deliver next-best content and actions, using legacy interactions, customer attributes, and machine learning which result in increased content engagement. Improve personalised engagement and overall customer experience through AI solutions across core channels.
• Salesforce Marketing & Data Cloud Implementation: Lead the deployment of Salesforce Marketing & Data Cloud platforms, enabling rapid delivery of value-based customer engagement initiatives across all brands and channels. Elevate digital marketing capabilities and digital data literacy to optimise customer interactions through leveraging data to drive actionable insights.
• Personalised Customer Engagement: Drive the creation and implementation of personalised customer engagement journeys to provide tailored experiences and deepen customer relationships. Utilise customer data to segment audiences and customise interactions per individual and brand needs.
• Operational Excellence and Governance: Develop operational frameworks that integrate Digital Customer Engagement within business planning processes. Delivery of compliant SEO for website excellence and information hierarchy. Drive content efficiency across the organisation by continuously driving improvements in content generation and approval processes. Optimise and embed the BSP (Brand Strategic Plan) and BOP (Business Operational Plan) Process within team and ways of working – ensuring that all Digital Customer Engagement initiatives are planned and driven in accordance with Brand Strategic Imperatives. Management of digital content demand forecast and content factory pipeline against business priorities.
• Digital Innovation and Insights: Explore and implement innovative digital engagement methodologies, new technologies, and platforms through exploration and testing of new opportunities. Build and deliver measurement frameworks to test and monitor innovation projects. Utilise digital insights and analytics to guide strategic decisions and improve customer experiences.
• Leadership and Team Management: Lead and mentor a high-performing team of digital engagement specialists, fostering teamwork and innovation.
• Partnership Development: Lead partnerships with third-party content providers and digital influencers to expand reach and influence. Collaborate with external partners to co-create innovative engagement solutions.

Essential Skills/Experience:

• Deep knowledge of marketing and multi-channel experience, with extensive experience of delivering customer engagement journeys (SEO, Web, Email, Digital, 3rd Party Partnerships).
• Experience using digital marketing tools like Salesforce, Adobe Analytics and Google Search Console.
• Understanding of marketing strategy.
• Strong interpersonal, leadership and consultative skills.
• Budget management and business case development.
• Line or matrix management experience.
• Experience of understanding and working on brands which have leveraged 3rd Party earned and non-earned media.
• Experience of collaboration and experience of navigating Digital Influencer landscape.
• Experience of developing digital performance management framework and translating data to actionable insights, resulting in improved digital customer engagement.
• Experience of working in an approved content environment and understanding of legal, medical and regulatory review.
• Proven record of driving integrated customer engagement journeys across multiple channels.

Desirable Skills/Experience:

• Degree or equivalent experience.
• Previous commercial brand experience.
• Previous experience in media agency.
• Previous experience in healthcare environment.
• Customer insight experience.
• IS/IT background advantageous.
• Clear understanding of ABPI guidelines.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Why AstraZeneca?

At AstraZeneca's Biopharmaceuticals Business Unit, we are on a journey to bring life-saving medicines to patients. Our role in contributing to decreasing mortality rates globally is clear. We are driven by the solutions we bring to the healthcare ecosystem, making an impact at every step of the patient journey. We are constantly thinking big to answer new challenges, starting small and scaling fast. We lead Commercial to provide solutions that make a difference, improving our patients' experience and health outcomes.

At AstraZeneca UK, we are committed to delivering against three missions:

• Accelerating the position of the UK as a global centre of excellence in life sciences.
• Redefining healthcare through fast and equitable access to the most effective medicines, high quality care.
• Delivering sustainable leadership that prioritises healthy people, society and planet.

Our head office in Pancras Square offers us the strongest possible platform to transform the lives of patients, as the country’s leading biopharmaceutical company. It brings AstraZeneca UK closer to our customers, partners and collaborators in the UK’s healthcare environment, as well as develop greater collaboration with the wider AstraZeneca footprint. Join us and be part of creating the right environment that empowers our people to have a winning attitude. Our agile and ambitious team of strategic problem solvers is trusted to innovate and experiment, supported to learn fast from failures and move on.

Are you ready to run fast with us? Apply now!