Director, CRM Field Optimization

Johnson & Johnson Innovative Medicine•Hopewell Township, NJ

2d•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 a Director, CRM Field Optimization to join our Customer Engagement & Digital Transformation team located in Titusville, NJ. Purpose: The Director, CRM Field Optimization will lead the strategy, design, and delivery of CRM and related field capabilities across U.S. commercial and medical field teams. This role will help shape how customer-facing teams work in the future by improving field workflows, simplifying the user experience, and enabling more effective customer engagement through CRM, connected tools, and AI-enabled capabilities. This leader will own the commercial and medical field product roadmap for CRM and adjacent capabilities, working across business and technology teams to prioritize, build, deploy, and continuously improve solutions that support field representatives, managers, and field leaders. This position requires a strong people leader who can lead and develop a team of direct reports while also influencing across a large, matrixed organization. The Director will play a critical role in driving adoption, business readiness, and measurable value from both core CRM capabilities and emerging AI products embedded within field workflows.

Requirements

Bachelor’s degree required; advanced degree preferred.
Minimum of 10 years of professional experience, with at least 7 years in the pharmaceutical industry required.
Strong experience with CRM platforms and field technology solutions required.
Deep knowledge of commercial field workflows, customer engagement processes, and the role CRM plays in enabling effective field execution.
Demonstrated success leading people and developing high-performing teams; experience managing at least 4 direct and/or indirect reports strongly preferred.
Demonstrated success in implementing AI-enabled products or capabilities in business settings, including translating business needs into practical, scalable solutions.
Experience owning a product roadmap, managing a backlog, setting priorities, and delivering capabilities through cross-functional teams.
Strong experience gathering requirements from field user communities and translating them into business-ready solutions.
Experience leading large-scale transformation, deployment, adoption, and change management efforts.
Experience working across data, reporting, master data, and connected enterprise platforms.
Proven ability to influence senior leaders and drive alignment across a complex, matrixed organization.
Strong communication, presentation, and stakeholder management skills.
Ability to simplify complex problems and turn them into clear actions and decisions.
Strong focus on quality, execution, and user experience.

Nice To Haves

Experience with large CRM transformation programs.
Experience supporting multiple field roles beyond sales, such as medical, patient support, account management, or other customer-facing teams.
Experience working with agile delivery teams and product operating models.
Familiarity with AI, automation, and digital assistant capabilities embedded within CRM or field workflows.
Experience managing external vendors and consulting partners in delivery-oriented roles.

Responsibilities

Own the vision and roadmap for CRM Field Optimization across U.S. field teams, ensuring capabilities align to business priorities, user needs, and enterprise strategy.
Lead the design, build, and deployment of commercial and medical field capabilities in CRM and related systems, from business requirements through implementation and ongoing enhancement.
Drive field transformation by improving how CRM supports daily work for field teams, including planning, execution, follow-up, coordination, and insight capture.
Lead a team of 4 and create a strong, accountable, and collaborative environment that develops talent, builds capability, and delivers high-quality outcomes.
Champion AI-enabled field capabilities by identifying, shaping, and implementing practical AI products and workflow improvements that reduce administrative burden, improve decision-making, and support better field execution.
Partner with field sales leadership to define deployment priorities, adoption strategies, and optimization opportunities that improve the experience and effectiveness of field teams.
Set priorities and manage the product backlog in partnership business partners, balancing speed, quality, compliance, and business value.
Lead cross-functional alignment across Commercial, Medical, Account Management, Patient, Training, Learning & Development, Change Management, Data/Reporting, and Technology teams to deliver an integrated field enablement platform.
Influence enterprise decisions where CRM capabilities intersect with reporting, customer data, master data, analytics, incentive compensation, and other connected platforms.
Build strong partnerships with technology teams and vendors to ensure timely delivery, sound solution design, and a high-quality end-user experience.
Contribute to global and regional governance by partnering with peers across EMEA, ASPAC, and LATAM to leverage common capabilities, share best practices, and shape broader product direction.
Define success measures and continuously improve capabilities based on user feedback, adoption trends, field needs, and business impact.
Serve as the senior business lead for commercial and medical field CRM optimization, ensuring solutions are practical, scalable, and aligned to how teams work in the field.
Act as a liaison with key business partners to understand strategic priorities and translate them into clear product needs and implementation plans.
Manage relationships with key vendors and external partners (e.g., Salesforce, ZS, and others) to bring forward best practices, technical knowledge, and delivery support.
Oversee business readiness efforts including training, communications, field feedback loops, and post-launch improvement plans.
Support CRM operational processes and governance, including release planning, issue prioritization, risk management, and change control.
Provide leadership on complex questions related to CRM data, field reporting, and workflow implications across connected systems.
Promote a strong user-centered mindset, with focus on simplification, usability, and measurable value for field teams.

Benefits

medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance
Company’s consolidated retirement plan (pension) and savings plan (401(k))
long-term incentive program
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