Associate Director, CRM Operations and Account Management

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 https://www.jnj.com

Job Function:

Sales Enablement

Job Sub Function:

Sales Effectiveness

Job Category:

People Leader

All Job Posting Locations:

Titusville, New Jersey, United States of America

Job Description:

Johnson & Johnson is currently seeking an Associate Director, CRM Operations and Account Management to join our Customer Engagement & Digital Transformation team, located in Titusville, NJ.

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

The Associate Director, CRM Operations and Account Management serves to refine existing processes and implement new capabilities in the Account Management area. The role will partner closely with FEDO, JJT and account management roles across therapeutic areas and the Strategic Customer Group, identifying improvements that focus on efficiency, improved collaboration and deeper customer insights. In addition to an Account Management focus, this role will oversee vendor partners and potential direct reports to manage CRM Operations and Training. This position will report to Director, CRM and OmniChannel Optimization.

Main Responsibilities:

• Leads design and delivery of all Key Account Management capabilities in iCONNECT and related systems. Works with business partners to define requirements, prioritize and implement.

• Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in iCONNECT and other identified systems.

• Key contributor to CONNEXT (Next-Gen CRM program) specifically in areas of Account Management, Customer Engagement and Territory Management.

• Partners with SCG and KAM leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements.

• Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions.

• Partners across StAT to ensure effective implementation of KAM capabilities where there is impact to other tools or data/reporting platforms (e.g. Wizard, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT.

• Coordinate with FEDO and Customer Master teams to improve account data quality and territory alignment processes for Key Account teams. Identify other data quality best practices and implement with these teams, leveraging mature demand-generation processes where possible.

• Develops partnership with JJT counterparts to ensure timely delivery of system changes with high attention to quality and user experience. Sets priorities to align with organization’s priorities and strategic roadmap.

Additional Duties & Responsibilities:

• Liaison with key partners to obtain deep understanding of all KAM initiatives and goals, to coordinate solutions across the enterprise.

• Manage partnership with key vendors (e.g. Veeva, Salesforce) to obtain subject matter expertise to available capabilities, with knowledge of and impact to product roadmaps. Manage relationships with consultant partners involved with KAM strategy and/or execution.

• Provide reports/data extracts on ad hoc basis, or assists teams in interpreting CRM data used in other reporting.

• Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor.)

• Oversee CRM Operational processes and Training programs, with support from vendor partners.

Required Skills & Experience:

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