Senior Director, Customer Engagement

Job Title: Senior Director, Customer Engagement

Locations: São Paulo, Brazil; Bogotá, Colombia; Mexico City, Mexico

Position Summary

This role leads the Customer Engagement Center of Excellence (CoE) across LATAM Innovative Medicine, driving the transformation of how the organization engages with healthcare professionals by connecting strategy, field execution, and scalable digital capabilities. The position is accountable for evolving the Customer Experience (CX) and Omnichannel agenda across Commercial, Medical, and Access, ensuring business priorities are translated into practical, field-ready execution through CRM, content, data, and AI-enabled solutions. Acting as a strategic partner to regional and global leadership, this role shapes the operating model, accelerates adoption and transformation velocity, and delivers measurable business impact—combining strong business acumen with hands-on experience in sales, marketing, and field execution.

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