Customer Engagement Lead

Role Description

• The Customer Engagement Lead within the insight-driven Business Excellence(iBEX) team leads enterprise-wide transformation of customer engagement and ways of working for the AI era. The role sets the strategic direction for how AstraZeneca Korea engages customers across Sales, Marketing, Market Access, Medical and other customer-facing functions, and translates AstraZeneca’s C2030 vision into practical engagement models, capabilities and adoption. This includes Closed Loop Marketing (CLM) and omnichannel development and orchestration, AI-enabled ways of working, and the journey toward Next Best Action (NBA) and Future CRM. The role ensures strong business ownership, cross-functional alignment and sustainable adoption across the organization.

Typical Accountabilities

• Lead enterprise-wide Customer Engagement transformation: Define the Korea Customer Engagement Blueprint and operating model for the AI era, setting clear principles, roles and ways of working across customer-facing functions while ensuring alignment with C2030, business priorities and Global / International guidance.

• Lead CEL and omnichannel evolution: Lead the Korea launch of CEL by designing the operating model and engagement pathways with BU champions and cross-TA / cross-functional teams, make it useful to the field so that it is adopted because it helps, and evolve the model beyond launch.

• Drive AI-enabled ways of working: Identify and lead AI-enabled Customer Engagement use cases, including AI-assisted call preparation, AI-enabled coaching and other solutions that improve preparation, interaction quality, productivity and decision-making across customer-facing teams.

• Build future-ready CRM-enabled capabilities: Set business priorities and governance for Veeva, CEL and engagement data as future-ready capabilities required to deliver C2030, keeping CRM as an enabler of the broader Customer Engagement transformation.

• Build customer-engagement capability for C2030: Lead Sales and Market Access customer-engagement capability linked to C2030, including call competency development, AI-enabled coaching and change-management programs required to embed new ways of working.

• Lead cross-functional partnership and alignment: Partner with Business Units, Market Access, Medical and other customer-facing functions to create consistent, practical and compliant engagement approaches across customer interactions; engage Global teams and enabling functions as needed.

• Lead and develop the Customer Engagement team: Set clear priorities and accountability, and build a collaborative and high-performing team.

Skills

• Enterprise transformation leadership and change adoption
• Customer engagement strategy and omnichannel thinking
• Ability to translate emerging AI and digital capabilities into practical business use cases
• Field credibility and customer-centric commercial judgment, including sales leadership and field coaching
• Cross-functional influencing across customer-facing functions
• Executive communication, storytelling and complex program leadership

Qualifications

• Education: Bachelor’s degree in business, marketing, science, pharmacy, digital, technology or a related discipline.
• Language (must-have): Working proficiency in English, with the ability to communicate directly with Global teams and the Country President.
• Work Experience (must-have): Minimum 15 years of relevant experience, including leading a significant change that people initially resisted and making it stick, and substantial experience in at least one of the following: sales leadership (at manager level or above), marketing, sales force effectiveness, organizational transformation, or digital / omnichannel transformation, preferably within the pharmaceutical or healthcare industry.
• Knowledge: Strong understanding of customer engagement models, omnichannel engagement, commercial transformation and customer-facing ways of working, including field sales execution. Familiarity with CLM / CEL, NBA, customer journey design and change adoption is preferred.
• Technical: Basic understanding of emerging AI solutions, CRM tools and digital-engagement platforms, with the ability to assess business relevance, define practical use cases and requirements, and translate solutions into adopted business ways of working. Curiosity matters more than current expertise; deep technical development expertise is not required.
• Competencies (must-have): Transformation leadership (leading a change and making it stick), strategic thinking (turning direction into priorities, trade-offs and a connected roadmap), field credibility, cross-functional influence and enterprise mindset; customer focus and learning agility are also valued.

Application Process

• Applications will be reviewed as they are received, and the position may be filled before the advertised closing date. We therefore encourage interested candidates to apply early.

※ 채용 절차법에 따른 고지 사항

1. 제출한 서류는 채용 절차법에 따라, 일체 반환 의무가 없습니다.

2. 보훈대상자 및 취업보호대상자는 관련법에 의거하여 우대합니다.

3. 해외 여행 결격사유가 없어야 합니다.

4. 본 채용은 수시진행으로, 우수인력 채용 시 마감될 수 있습니다.

Date Posted

Closing Date

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.