(Janssen) Director, Head of Customer Experience

•Position Purpose
•Develop and deliver strategies to give our company customer facing teams a competitive edge with personalized engagement as well as data-driven insights using advanced commercial processes, systems and tools
•Key Responsibility Areas
•Establish the strategic direction and vision of the Customer Excellence department
•Identifies, prioritizes, directs, and leads execution of key projects, programs, and initiatives outlined in the scope of Customer Excellence within the business plan. Develops and approves refinements to the Omnichannel engagement plan in response to changing business and competitive conditions/needs, in order to further enhance the quality of our customer interactions as well as our company's competitive edge.
•Ensures timely and appropriate input from CE Leadership team and other functions including finance, IT, marketing, and sales. The role may partner with Medical Affairs to provide customer and data expertise input into medical project.
•Position the Customer Excellence team as a strategic partner
•Develop and implement local customer engagement strategy by working with various cross-functional leaders at various levels of the organization to identify our organization needs.
•Lead change management initiatives to strengthen the customer interface activities by developing data collection and interaction platform, data analytics, and commercial technology partnerships.
•Oversee the integration of new customer engagement approaches and "go-to-market" models into the capability building programs through omni-channel customer engagement and digital capabilities.
•Proactively listens to the market and anticipates early trends and technologies enabling commercial systems and processes.
•Lead and influence cross functional work teams to ensure key deliverables and best outcome to customer excellence projects and initiatives
•Actively lead, manage, and mentor direct reports so that they can continue to enhance their strategic, critical thinking, and collaboration skills
•Provides credo-based leadership, influence without authority, and inspires others in the strategic vision of the organization.
•Drive a talent focus within Customer Excellence department, attracting, developing, and retaining talent
•Lead our company wide project in the scope of Commercial Excellence as Key leader of our company
•Play active role in shaping and implementing Commercial Excellence LT Vision and Priorities
•Skills, Knowledge and Experience
Preferred minimum education:
•University/Bachelor's Degree or Equivalent, MBA or Masters preferred in the field of Business/Marketing/Economics/Life Science
•English: business level minimum
•Japanese: business level minimum
Preferred area of study:
•Business Management and Healthcare
Preferred related industry experience:
•Pharmaceuticals, Strategic Consulting firms
Knowledge and Experience:
•10 years related commercial experience
•In depth knowledge of Japan healthcare environment & systems or ability
•Key Working Relationships
Identify the most important working relationships with people inside and outside the company including customers, vendors, associations, etc.
Internal)
•Head of Commercial Excellence
•Head of Sales and Marketing
•Business Unit Head and members of management committee in Japan
•Regional Leaders in APAC Pharma business
•Other commercial organizations (e.g. Medical Affairs, Integrated Market Access)
•Functional leaders, including, but not limited to Finance, IT
External)
•Relevant HCP professional groups / customers•Key Requirements (skills, competencies, experience, certification)
Other: Relevant experience in pharmaceutical/biotech industry in medical affairs or clinical development, with strong medical focus and experience, related clinical knowledge or experience, medical strategy, publications, educational grants, and data generation, or equivalent academic or clinical experience.
•Required Years of Related Experience:
10 years, at least 5 years in relevant position in pharmaceutical industry or relevant industries. Work experience of 2-3 years as a people manager in MA, R&D, and MKT of pharmaceutical industry.
•Preferred Knowledge, Skills and Abilities:
MD, Relevant experience in pharmaceutical/biotech industry in medical affairs or clinical development.
Johnson & Johnson Family of Companies in Japan strongly recommends prospective employees to complete the COVID-19 vaccination before or as soon as after joining our company to prevent the spread of infection among our employees and people around them as well as our customers and the community we serve, and to ensure our responsibilities are sustainably fulfilled as a healthcare company (except for those who cannot vaccinated with underlying medical conditions and other circumstances).