Vice President, Customer Engagement Strategy and Transformation

Johnson & Johnson Innovative Medicine • Raritan, NJ

2d • $218,000 - $401,350 • Hybrid

About The Position

The VP, Customer Engagement Strategy and Transformation will set the strategy and execution of the global Customer Engagement Strategy (e.g. CONNEXT CRM Program, Generative Engine Optimization, Content Management System) for J&J Innovative Medicine to drive competitiveness, execution and optimization of IM Customer engagement efforts. This includes defining the use cases, identifying the fit for purpose customer engagement capabilities, scaling these capabilities across TAs, and operationalizing the next generation of customer engagement capabilities across the Global Commercial Strategy Organization (GCSO). In addition, this leader will steer the Customer Engagement Strategy) across regions, functions, influencing budget and delivery, including governance to ensure efficient, synergistic and effective implementation across regions. The leader will be accountable for the Customer Engagement Transformation roadmap for IM Commercial, provide strategic leadership, and drive enterprise-level initiatives and other customer engagement product development and deployment. The VP, Customer Engagement Transformation will be responsible for continual innovation in customer engagement, including external ecosystem partnerships with tech partners, customers and driving customer centricity and engagement efforts across GCSO and regions. This role spans all TAs and functions in GCSO and partner across functions (legal, HCC, Privacy etc), regions and IT. The VP, Customer Engagement Transformation will sets the global strategy, standards, and governance for the large scale, IM-wide, CRM capability transformation across commercial and medical functions aligning across NA, EMEA, APAC and LATAM. Given the emerging industry wide need to transform our customer engagement capabilities, this role defines the critical J&J IM-wide business processes across medical and commercial (including Med Info capabilities) in partnership with commercial, medical and other cross-functional leaders across all regions. This role will also partner closely with R&D to connect the CRM efforts across R&D and Commercial and home office (e.g. Global Medical Affairs). This leader drives global consistency and scale through cross-regionally aligned upon business requirements in commercial and medical, and in partnership with R&D and home office, to ensure consistency in CRM and customer engagement efforts across the value chain. The Global Customer Engagement Transformation Leader will be accountable for shaping, influencing, implementation, optimization and ultimately business impact of the CRM and other business products. To achieve this, the leader will partner closely with the other functions within Global Commercial Data Digital and AI team, Global Medical Affairs Function, Regional and local teams, Med Info leaders, Regulatory, Legal/Privacy, and technology teams. The Global Customer Engagement will be accountable for co-leading the management, tracking of the global transformation budget ($140MM) along with IT along with assessment of the financial value capture associated with this investment (KPIs: ROI, NPV, IRR). This leader will report into the Chief Global Commercial Data and AI Officer, GCSO.

Requirements

• Candidate must demonstrate enterprise leadership and the ability to shape and execute global strategy across a broad, highly matrixed organization.
• This role requires a proven track record of leading large-scale business and customer engagement transformation, setting enterprise priorities, making complex cross-functional tradeoff decisions, and driving alignment across regions, functions, and senior executive stakeholders.
• The successful candidate must bring strong executive presence and the ability to influence at the VP, and C-suite levels, translate complex technical and operational concepts into strategic business decisions, and lead through organizational complexity with clear accountability for business outcomes, governance, adoption, value realization, and talent leadership
• BA/BS; MS/MBA; PhD Preferred
• 15+ years, including significant experience leading global, enterprise-wide transformation, product strategy, and cross-functional business capability deployment in complex, highly matrixed organizations
• Extensive pharmaceutical, biotech, or life sciences experience with deep expertise in customer engagement, commercial and/or medical affairs transformation, business product ownership, and enterprise capability deployment.
• Demonstrated success leading global, enterprise-wide transformation programs that span regions, functions, and business units, with accountability for strategy, prioritization, governance, execution, and measurable business outcomes.
• Proven ability to operate as an enterprise leader across commercial, medical, R&D, and enabling functions, driving alignment and decision-making across a complex stakeholder landscape including IT, Legal, Privacy, HCC, Regulatory, and regional leadership teams.
• Strong experience setting global strategy and governance models that balance enterprise standardization with regional and local market needs, including clear decision rights, exception management, and compliance controls.
• Demonstrated executive decision-making capability, including investment prioritization, complex tradeoff management, risk-based decision making, and oversight of business value realization tied to adoption, ROI, operational effectiveness, and compliance.
• Proven success influencing and partnering with VP and other executive leaders to shape enterprise strategy, secure alignment, and advance transformational change across a global organization.
• Deep knowledge of CRM-enabled and other customer engagement capabilities and related commercial and medical business processes, with the ability to connect product, process, data, and technology strategies to enterprise priorities and customer impact.
• Strong organizational leadership experience, including leading leaders, building high-performing teams, and managing direct and indirect talent in a global matrixed environment.
• Experience managing large-scale external partner ecosystems and senior vendor relationships to deliver strategic capabilities and innovation at enterprise scale.
• Executive communication, facilitation, and influencing skills, with the ability to simplify complex issues, drive decisions, and align diverse stakeholders around enterprise priorities.
• Ability to operate effectively across geographies and time zones; domestic and international travel may be required.

Nice To Haves

• Advanced Analytics
• Business Continuity Management (BCM)
• Commercial Management
• Consulting Engagement Management
• Data Privacy Standards
• Data Science
• Data Structures
• Developing Others
• Digital Fluency
• Digital Strategy
• Forward Thinking
• Inclusive Leadership
• Leadership
• Leading Change
• Negotiation
• Product Portfolio Management
• Stakeholder Management
• Strategic Thinking

Responsibilities

• Setting and leading the enterprise-wide strategy for global customer engagement transformation across regions, establishing priorities, standardization, and investment focus for critical “must win” business processes and capabilities.
• Owning the global product strategy and roadmap for customer engagement capabilities, including content management and related platforms, ensuring enterprise consistency while enabling appropriate regional and market flexibility.
• Driving executive alignment on the end-to-end customer engagement model across customer-facing roles, ensuring compliant, scalable orchestration in accordance with Safety/PV, Quality, Regulatory, Legal, and Healthcare Compliance requirements.
• Chairing and leading enterprise customer engagement governance forums, including the Customer Engagement Steering Committee and CONNEXT-related decision bodies, to set strategic direction, prioritize investments, and drive cross-regional execution of AI-enabled customer engagement initiatives.
• Shaping and influencing the future-state customer engagement ecosystem across global functions and R&D, including initiatives such as One Line of Sight, Customer 360, and H1 migration to CONNEXT, to strengthen enterprise connectivity across the value chain.
• Leading global deployment and adoption of content management and other strategic customer engagement capabilities, with accountability for implementation effectiveness, business value realization, and long-term scalability.
• Leading an organization of 5 Sr Director and Director level leaders, and >10 indirect reports within GCSO, building leadership capability, setting clear priorities, and ensuring strong execution across a complex matrixed environment.
• Overseeing the external partner ecosystem across strategic technology providers, including Salesforce (crm), Veeva (Content management), cloud providers, data/context layer providers, to drive innovation, delivery excellence, and enterprise-scale capability advancement.
• Providing external thought leadership and represent J&J in relevant industry forums and strategic partnerships to shape the future customer engagement agenda, strengthen market positioning, and inform the enterprise roadmap.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive