Channel Excellence Lead, Orchestration

Type: Permanent

Location: Luton UK and Wilmington US Mississauga Canada

Competitive salary and benefits

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

As a high-performing team, we are united and motivated by our shared purpose – to push the boundaries of science to deliver life-changing medicines. We come to work each day to make a difference – to patients, society, and our company.

Here you will experience a fast paced and agile environment as we continue to support the business on a journey of evolution and growth, driven by new, exciting technology and digital innovations. It’s challenging and sometimes demanding, and that’s why we love it.

AstraZeneca is passionate about advancing our Omnichannel customer engagement capabilities in order to provide differentiated, impactful, and valued experiences for our customers. To consistently deliver such experiences requires expertise in how individual AstraZeneca platforms can be used in a coordinated manner to enable a well-integrated, seamless experience for our customers.

The Channel Excellence Lead – Orchestration is responsible for developing a deep understanding of a defined set of omnichannel platform capabilities and subsequently working to establish, evolve, and optimize how those capabilities can be leveraged to deliver Marketer-defined customer engagement experiences.These capabilities will include platforms and tools associated with customer journey orchestration, activating known/unknown audience segments and driving next best actions.

Beyond defining operational processes for how these platforms and tools should be used, the Channel Excellence Lead will also be responsible for working across all GCO delivery team members to drive process adoption and adherence, provide consultative expertise as necessary, and implement tactics that foster colleague upskilling through sharing of knowledge and experiences.

The successful candidate must have the ability to effectively partner with, influence, and challenge key members across various Global Commercial Operations teams as well as partner organizations.In particular, the Channel Excellence Lead will be leading definition of standard delivery methodology even though the team members that must adhere to these standards will not report directly to the candidate.The Channel Excellence Lead must be proactive in seeking out information, be willing to immerse themselves into the details, and be open-minded in listening to the views of their partners.

Major Responsibilities

• Serve as the GCO subject matter expert for platforms/tools associated with the following:

  • Customer (HCP & Patient) journey orchestration/known audience activation (CDP)

  • Anonymous audience activation (DMP to DSP) for paid media use cases

  • Next Best Action/ Decisioning Tools

  • Continuously assess current state omnichannel operational processes in order find opportunities to improve process efficiency, quality, client satisfaction, and/or capability advancement.

  • Identify and measure key performance indicators associated with operational processes to assess whether they are delivering on expectations and SLAs from a perspective of quality, cost, and speed of delivery.

  • Consult on Omnichannel capability advancement initiatives to account for operational requirements and how they impact capability design, as well as to ensure proper operational testing is performed prior to capability launch.

  • Drive process adoption and adherence through a combination of activities that include the formation of client user groups, the production of process training and support resources, and participation in face-to-face or virtual consultation discussions as required.

  • Provide expertise and thought leadership in discussions with delivery team members and commercial clients on the feasibility of existing platforms and capabilities to produce a desired customer experience.

  • GCO services are sometimes delivered through outsourced partners in conjunction with AZ dedicated resources. This role demands an understanding of supplier management to ensure continuous value optimization and high-performance output for AstraZeneca.

Hybrid working:

Expectation of working in the office 3 days a week statement: When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working give 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.

Experience

• A minimum of 3 years’ experience associated with supporting large organizations in a role associated with operations delivery

• A minimum of 3 years’ experience serving in Operational function within a Healthcare/Pharmaceutical company

• Knowledge of Omnichannel enabling technology platforms and how they are leveraged to enable various aspects of a customer experience

• Knowledge of the paid media landscape, the tech ecosystem associated with programmatic advertising (DSPs, SSPs, Ad Servers) and the deprecation of 3rd party cookies as well as proposed vendor solutions.

• Experience with tools associated with customer journey orchestration, audience activation, building a 360 customer view

• Extensive experience leading or working among a cross-functional team of resources driving towards a common objective

• An appreciation of the importance of a taxonomy in ensuring high quality data for reporting and activation purposes.

• Proven experience working to understand and evaluate complex business processes and driving process optimization initiatives.

• Ability to build positive relationships and influence partners in teams spanning Strategy, Analytics, Operations, and Technology.

• Ability to lead multiple projects running in parallel.

• Ability to inspire change

• Oral and written fluency in Business English

• Upbeat, self-motivated, positive standout colleague

Desirable

• 5+ years’ experience serving in an Operational function within a Healthcare/Pharmaceutical company

• Good understanding of the Tools and Technology that make up the Marketing Technology (Martech) Stack.

• Hands-on experience working with tools including Jira and Smartsheets

• Experience with Customer Data Platforms (Tealium AudienceStream/Salesforce or equivalent), Data Management Platforms (Adobe Audience Manager or equivalent), Personalisation Tools, Tag Management Systems, and/or Veeva CRM

• Subject matter expertise in multiple areas among the following: Campaign Management, Content Management, Digital Asset Management, Master Data Management, Customer Data Platforms, Decisioning/Orchestration/Activation tools.

Why AstraZeneca?

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and spark your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

So, what’s next?

• Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

• Are you ready to bring new ideas and fresh thinking to the table? Brilliant! We have one seat available, and we hope it’s yours

Where can I find out more?

Our Social Media,

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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 (e.g. race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status). We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.