Associate Direction, CRM Optimization

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 Optimization 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 Optimization manages all operational aspects of the Professional Education solution across J&J Innovative Medicine. This role will manage the selected supplier to ensure service levels are maintained, key processes are optimized and improvements are prioritized. The person in this role will work across the Professional Education leads in various Therapeutic Areas to identify key initiatives to support their portfolios, with focus on launches. This role will also partner closely with Healthcare Compliance, JJT and Strategy Analytics and Transformation partners to drive improvements and ensure operational effectiveness. This position will report to Director, CRM and OmniChannel Optimization.

Main Responsibilities:

• Develop and support CRM solutions to enable customer insights and impactful customer engagement, specifically with Demand Generation sales teams

• Partner with Engagement.AI team to deliver solutions that enable optimal customer targeting and cross-team collaboration

• Serve as subject-matter expert for management of Key Opinion Leader engagement across various teams (Medical, Thought Leader Liaison, Field Sales, Key Account Mgmt)

• Operational lead in Speaker Program / Professional Education channel under the OminChannel umbrella. Responsible for gathering requirements and implementing/refining capabilities.

• Partner with brand teams and field sales leadership to ensure field sales adoption of Speaker Program platform. Deploy a variety of tactics to drive user satisfaction.

• Manage documents that span therapeutic areas, working through copy review and approval processes to ensure compliant and accurate content is delivered.

• Lead solutions to improve data quality for Speaker Program attendance. Propose and execute processes to pull through impact of program attendance and identify channel preferences.

Additional Duties & Responsibilities:

• Partner with CRM Training team and SL&D to support end-user Change Management for identified solutions across this and other CRM/Omni solutions.

• Liaison with partners across Strategy Analytics & Transformation to ensure effective implementation of CRM/Omni capabilities where there is impact to other tools or data/reporting platforms (e.g. Wizard, CDP, Totality, etc.)

• Manage partnership with IT counterparts to ensure timely delivery of system changes with high attention to quality and user experience. Perform and oversee testing to ensure successful launch of capabilities.

• Participate in Engagement.AI programs across Professional Education and other CRM Channels

Required Skills & Experience:

• A minimum of a Bachelor's degree is required

• A minimum of 7 years of work experience, with a minimum of 5 years of pharmaceutical industry experience required

• Experience with CRM, Sales Operations and Professional education solutions is required

• Deep knowledge of Professional /