The Senior Director, Global CRM AI Capabilities Lead

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Strategy & Corporate Development

Job Sub Function:

Business Innovation & Integration

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

We are searching for the best talent for Senior Director, Global CRM AI Capabilities Lead

About Innovative Medicine
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.
 

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.
 

Learn more at https://www.jnj.com/innovative-medicine 

Purpose:

The Senior Director , Global CRM AI Capabilities Lead defines and governs the global strategy, standards, and AI-enabled operating model for CRM capabilities across NA, EMEA, LATAM, and APAC. 

This role defines the core global business processes (such as customer engagement, call planning, account management, events management, content management, territory planning, customer data quality etc) and integrating these  with AI-driven intelligence, and automation. This lead ensures that CRM serves not only as a system of record for customer engagement, but as an intelligent system of engagement, insight and ultimately business impact. 

Partnering closely with the CRM Transformation office leader, Global Business Process Owner, Global User Experience & Design Lead, regional commercial leaders, data/analytics teams, and technology partners, this role drives development, implementation and continuous AI-enabled optimization of the CRM. 

You will be responsible for:

Key responsibilities 

Global CRM AI enablement 

• Define the global AI strategy for CRM. 

• Identify opportunities to reduce manual effort through AI-driven automation and intelligent orchestration. 

• Measure ROI of AI capabilities in CRM. 

• Translate business goals into AI use cases and modelling requirements.