Lead the LATAM Customer Experience and Omnichannel transformation agenda, translating business priorities into integrated, customer-centric engagement strategies
Enhance field force effectiveness by ensuring CRM and engagement platforms are aligned to real execution needs and drive high-quality adoption
Evolve CRM and customer engagement platforms as business capabilities, partnering with IT and global teams to deliver scalable, technology-enabled solutions
Drive operating model evolution across LATAM, simplifying processes, aligning functions, and accelerating adoption of new ways of working
Partner with Analytics to convert data and insights into actionable decisions and support scaling of AI-enabled use cases
Act as a regional integrator, leading governance and influencing senior stakeholders across a complex, multi-country, matrixed environment
Oversee content strategy and content production capabilities, ensuring high-quality, customer-focused engagement

Bachelor’s degree required; advanced degree preferred
~12+ years of progressive experience in pharma or healthcare commercial roles (Sales, Marketing, Commercial Excellence)
Regional or multi-market leadership experience in Customer Engagement, Omnichannel, or CRM
Demonstrated ability to translate business strategy into field execution across Commercial, Medical, and Access
Experience driving adoption and business impact from CRM and digital platforms (e.g., Veeva, Salesforce)
Experience leading transformation initiatives, including operating model evolution and cross-functional alignment
Experience operating across LATAM or similarly complex multi-country environments

Senior Director, Customer Engagement

Key skills