Associate Director, CRM Field Enablement and Change Management

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 to join our Customer Engagement & Digital Transformation team located in Titusville, NJ. The Associate Director, CRM Field Enablement and Change Management will play a key role to optimize the integration of our next generation CRM solution across various other field enablement platforms. This position will focus on the holistic experience of the field user, seeking to simplify and to maximize efficiency. This role will have a broad understanding across many field operational and administrative solutions, and will shape future solutions and establish support and governance ahead of deployments. This position will report to Director, CRM and Field Experience.

Requirements

BS Degree required, Master degree preferred.
At least 8years 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 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.

Nice To Haves

Experience in Data Science is preferred.

Responsibilities

Leads design and delivery of integrated user interface across field enablement solutions.
Works with business partners to define requirements, prioritize and implement.
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.
Sets Product Roadmap and leads development effort, in partnership with JJT, for holistic solution spanning CRM and other identified field enablement tools.
Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions.
Leads planning for all Change Management and Training strategy related to next generation CRM for US across all personas.
Develops partnership with JJT counterparts to ensure timely delivery of platform changes with high attention to quality and user experience.
Sets priorities to align with organization’s imperatives and strategic roadmap.
Define success metrics for field enablement 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.
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.
Liaison with key partners to obtain deep understanding of various field solutions and their interdependencies, to coordinate 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 identified field solutions.
Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor.)
Oversee existing CRM Operational processes and Training programs, with support from vendor partners.
Develop strategy for next generation CRM training program, both during initial deployment and ongoing.

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