Marketing Lead, Customer Engagement

Job description

**Position: Marketing Lead, Customer Engagement** **Location: London, UK** **Competitive Salary & Excellent Company Benefits** **Applications Closing Date: 22 October 2026** **Introduction to the Role** Are you passionate about transforming how customers engage with AstraZeneca and driving measurable business impact through customer-centric engagement? As Marketing Lead, Customer Engagement within AstraZeneca Haematology, you will be responsible for defining the franchise customer engagement strategy and ensuring customers experience our brands in the most impactful, relevant, and effective way. You will lead the development of omnichannel engagement frameworks, customer experience principles, media investment strategies, and customer engagement capabilities across the franchise. Working closely with Sales, Strategy & Campaigns, Oncology Business Excellence, and Medical, you will ensure engagement approaches are driven by customer needs, supported by robust data, and continuously optimised to maximise business outcomes. This role offers a unique opportunity to shape the future of customer engagement within Haematology, creating scalable ways of working and enabling teams to deliver exceptional customer experiences that accelerate adoption, advocacy, and growth. **Accountabilities** **Customer Engagement Strategy & Performance** - Own the customer engagement strategy for the franchise, ensuring engagement approaches support delivery of brand and business objectives. - Define customer engagement priorities, success measures, and performance expectations across brands, customer segments, channels, and accounts. - Translate customer, field, and account insights into strategic recommendations that strengthen customer engagement approaches, customer experience, and business performance across the franchise. **Omnichannel Strategy & Media Investment** - Define the franchise omnichannel strategy, customer experience principles, and engagement framework to ensure a consistent and effective approach across brands and customer segments. - Own customer engagement budgets, media investment strategy, and channel prioritisation, ensuring resources are deployed through the channels and engagement approaches most likely to drive customer and business outcomes. - Partner with Strategy & Campaigns teams to ensure campaign objectives, media investment decisions, and customer engagement strategies remain fully aligned. - Continuously assess engagement and channel effectiveness, adapting investment priorities and engagement approaches based on customer preferences, behavioural data, and business impact. **Customer Engagement Excellence & Capability** - Champion customer-centric ways of working across the franchise, embedding customer engagement principles into account planning and execution. - Partner with field leadership to identify, develop, and scale effective customer engagement and advocacy approaches across priority customers, accounts, and brands. - Own the franchise advocacy strategy and framework, ensuring advocacy initiatives support national brand priorities while remaining relevant to local customer and account needs. - Ensure customer engagement activities balance national strategic priorities with local customer and account needs. - Drive adoption of best practices, tools, and frameworks that enable more effective customer engagement and account activation. **Leadership, Collaboration & Governance** - Provide strategic direction and coaching to Customer Engagement Brand Managers. - Represent the Customer Engagement function within franchise leadership discussions, shaping customer engagement priorities, investment decisions, and business planning through a customer and engagement lens. - Partner with Sales, Oncology Business Excellence, Strategy & Campaigns, and Medical teams to deliver an integrated approach to customer engagement. - Ensure customer engagement activities and approaches align with AstraZeneca governance requirements, internal policies, and the ABPI Code of Practice. **Essential Skills & Experience** - Degree-level qualification in a scientific, life-sciences, business, marketing, or related discipline, or equivalent relevant experience. - Substantial commercial experience **within oncology**, with the scientific acumen to interpret clinical evidence and understand its implications for customer beliefs, journeys, and engagement. - Significant success developing customer-engagement strategies, omnichannel approaches, and advocacy programmes, with evidence of impact on customer experience, engagement, or defined business outcomes. - Strong experience using customer insight, behavioural data, and engagement metrics to prioritise audiences, channels, and investment, and continuously optimise performance and return on investment. - Strong understanding of the UK healthcare environment, including NHS structures, account dynamics, treatment decision-making, and market complexity. - Demonstrated ability to partner with and influence Sales and other customer-facing teams, lead cross-functional collaboration within a complex matrix organisation, and clearly communicate recommendations, trade-offs, and performance. - Experience providing strategic direction, constructive challenge, and coaching to customer-engagement or commercial colleagues, while building capability and embedding new ways of working across the wider organisation. - Sound understanding of pharmaceutical governance and the ABPI Code of Practice, with experience applying these requirements to omnichannel engagement, media, advocacy, and interactions with healthcare professionals and other external stakeholders. **Desirable Skills & Experience** - Experience applying AI, advanced analytics, marketing technology, or automation to improve customer engagement, personalisation, and performance. - Experience leading organisational change, capability-building, or the adoption of new customer-engagement ways of working. **Why AstraZeneca?** 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 building an environment where innovation, collaboration, and continuous learning thrive. As Marketing Lead, Customer Engagement, you will play a key role in shaping how customers experience our brands and enabling the franchise to deliver increasingly personalised, effective, and impactful engagement. This is an opportunity to influence not only what we do, but how we do it, helping build the future of customer engagement within Haematology Join us and help shape a future where every customer interaction creates meaningful value for patients, healthcare professionals, and the healthcare system. **Date Posted** 07-Oct-2026 **Closing Date** 21-Oct-2026Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.