Associate Director, CRM Commercial Field Optimization

Johnson & Johnson • Titusville, NJ

1d • Hybrid

About The Position

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. Johnson & Johnson Innovative Medicine is currently seeking an Associate Director, CRM Commercial Field Optimization to join our Customer Engagement & Digital Transformation team located in Titusville, NJ. Purpose: The Associate Director, CRM Commercial Field Optimization serves to lead the transition to a next generation CRM platform across US field sales teams. This individual will define requirements and shape solutions for all capabilities across field sales teams, including representatives, managers and Regional Directors. This role may also address specific needs for groups such as Clinical Educators, Thought Leader Liaisons and similar. Additionally, this role will interface with peers managing Medical, Account Management, Patient and Change Management to ensure a cohesive and well-integrated field enablement platform is delivered. This position will report to Director, CRM Field Optimization .

Requirements

• BS Degree required
• At least 8 years of workforce experience, with 5 years of pharmaceutical industry experience required
• Experience with CRM systems and solutions is required
• Deep knowledge of industry CRM solutions
• Experience in AI is required.
• Experience in managing data and reporting requirements
• Experience gathering requirements from user communities and translating to solutions
• Expertise in designing and delivering training and change management to drive adoption with new solutions
• Ability to learn and apply industry trends/domains and end user needs
• Demonstrated ability to influence in a large and matrixed organization required
• Experience in managing a backlog/release plan, assigning priority and executing with high quality and efficiency
• Excellent communication and training skills required

Responsibilities

• Leads design and delivery of field commercial capabilities in iCONNECT and related systems.
• Works with business partners to define requirements, prioritize and implement.
• Develop product strategy for CRM locally while coordinating with global initiatives.
• Leads next generation CRM project for all identified users under field commercial track.
• Ensure the process model supports end-to-end customer journeys, orchestration across different customer facing roles in a compliant manner and in alignment with all policies and procedures (Safety/PV, Quality, Regulatory, Legal, Healthcare Compliance).
• Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in CRM platform and other identified systems.
• Partners with field sales leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements.
• Partner with learning and development teams to develop role-based training, playbooks, and communications.
• Drive adoption of standardized practices; champion behavior change with local leadership.
• Define success metrics for CRM Commercial capabilities (adoption, case cycle time, activity effectiveness, quality/compliance).
• Identify opportunities to reduce manual effort through AI-driven automation and intelligent orchestration.
• Measure ROI of AI capabilities in CRM specific to field commercial teams.
• Translate business goals into AI use cases and modelling requirements.
• Ensure proper training and monitor user adoption.
• Partners across StAT to ensure effective implementation of field commercial capabilities where there is impact to other tools or data/reporting platforms (e.g. Field Reporting, MDP, CDP, etc.)
• Recommends solutions and establishes consensus across teams, including JJT.
• 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.
• Partners with regional peers (EMEA, ASPAC, LATAM) to leverage commons capabilities and contribute to governance of the commercial field product roadmap.
• Liaison with key partners to obtain deep understanding of all field commercial initiatives and goals, to coordinate solutions across the enterprise.
• Manage partnership with key vendors (e.g. ZS, Salesforce) to obtain subject matter expertise to available capabilities, with knowledge of and impact to product roadmaps.
• Manage relationships with consultant partners involved with field commercial 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.)
• Contribute towards CRM Operational processes and Training programs, with support from vendor partners.

Benefits

• Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Company’s long-term incentive program.
• Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees