DIGITAL CONTACT CENTER SENIOR MANAGER

Do you have experience managing digital contact centers or leading the implementation of innovative channel initiatives? Are you passionate about innovation, AI, and digital transformation? AstraZeneca offers you the opportunity to contribute to a pioneering project in the pharmaceutical sector, where digital strategy, scientific information, innovative channels, and data analytics come together to create real value.
Who we are AstraZeneca is one of the leading companies in scientific innovation and personalized medicine.
We are transforming the way we communicate with the medical community, focusing on advanced digital channels, next-generation CRM, AI, and advanced data analytics.
Within this context, our Digital Contact Center was created.
a state-of-the-art platform to support healthcare professionals through remote channels and collaborative models with the field force.
The Role We are looking for a Digital Contact Center Senior Manager who, within the Innovation & Business Excellence function, will contribute to the strategic, operational, and analytical development of this new key channel, working closely with external vendors and the internal cross-functional team.
You will be part of a collaborative and dynamic environment, where the ability to analyze data, turn it into actionable insights, and guide evidence-based decisions will be central to your impact.
Main Responsibilities • Contribute to defining and developing the strategy for the Digital Contact Center and hybrid models, integrating digital innovation and data intelligence.
• Oversee campaigns via remote channels (phone and digital channels), ensuring effectiveness and increasing efficiency.
• Collaborate with team members and external partners in planning activities (channels, content, targets, FTEs, etc.) and interpreting results.
• Analyze KPIs, performance metrics, and qualitative-quantitative insights to optimize campaigns and support data-driven omnichannel strategies.
• Promote a culture of continuous improvement, underpinned by data and structured experimentation.
• Ensure full regulatory compliance and support audits and inspections, in synergy with the Compliance team.
• Facilitate the integration of external platforms with internal systems (CRM, analytic dashboards, campaign management tools).
• Work in teams with cross-functional departments (Marketing, Medical, IT, Innovation, Analytics, Commercial), contributing to both strategic and operational coordination.
Who we are looking for A professional focused on innovation and results, with strong data mastery and the ability to interpret data strategically.
You are capable of working effectively within a team and generating value in a complex ecosystem.
Ideal Profile • Proven experience in managing advanced contact centers, digital channels, and CRM (including in sectors other than pharma such as banking, insurance, telco, services, etc.).
• Solid knowledge of analytics, performance planning, and modeling.
• Used to working in cross-functional teams and structured environments.
• Strong interpersonal skills, problem-solving attitude, and mental flexibility.
Key Skills • Mastery of contact management platforms, CRM (e.
., Salesforce, Veeva), campaign management tools, and data analytics solutions.
• Advanced analytical skills.
data interpretation, performance modeling and management, A/B testing, and planning.
• Familiarity with contact center and customer experience KPIs.
• An innovation-driven approach to digital channels.
• Fluent English.
Date Posted 28-lug- Closing Date 09-ago- 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.
Somos una compañía biofarmacéutica global e innovadora.
En AstraZeneca nos enfocamos en el potencial de la ciencia para hacer frente a las necesidades no cubiertas de los pacientes en todo el mundo.
Nos comprometemos en aquellas áreas en las que creemos que realmente podemos cambiar el curso de la medicina y hacer realidad nuevas grandes ideas.
Somos un lugar donde la libertad de pensamiento y la creatividad alimentan nuestra determinación por marcar la diferencia a través de la ciencia.
Nuestra ciencia vive más allá de nuestros laboratorios.
Nuestra perspectiva global significa que utilizamos el talento y la experiencia de todo el mundo para hacer que nuestros medicamentos sean exitosos.
En AstraZeneca el único que puede poner límites al alcance de su carrera eres tú.
Con los conocimientos adecuados y la pasión te ayudaremos a explorar lo que AstraZeneca puede ofrecerte.
Our Inclusion & Diversity (I&D) mission is to create an inclusive and equitable environment where people belong, using the power of our diversity to push the boundaries of science to deliver life-changing medicines to patients.
Inclusion and diversity are fundamental to the success of our company, because innovation requires breakthrough ideas that only come from a diverse workforce empowered to challenge conventional thinking.
We’re curious about science and the advancement of knowledge.
We find creative ways to approach new challenges.
We’re driven to make the right choices and be accountable for our actions.
As an organisation centred around what makes us human, we put a big focus on people.
Across our business, we want colleagues to wake up excited about their day at the office, in the field, or in the lab.
Along with our purpose to bring life-changing medicines to people across the globe, we have a promise to you.
to help you realise the full breadth of your potential.
Here, you’ll do work that has the potential to change your life and improve countless others.
And, together with your team, you’ll shape a culture that unites and inspires us every day.
This is your life at AstraZeneca.