Customer Engagement Business Partner

Johnson & Johnson Co.; Bogotá; On-site; COP 90,000,000 - 140,000,000; Full time

Job summary

Johnson & Johnson in Bogotá is seeking a Customer Engagement Business Partner to lead the front office at the cluster level and transform Janssen’s customer interactions across physical and digital channels. The role builds a harmonized, client-centric journey by fostering synergies and sharing lessons between businesses, positioning the candidate for future digital leadership positions.

The ideal candidate has 5+ years transforming omnichannel programs and a Master’s/MBA in marketing or digital

Qualifications

• 5+ years transforming omnichannel strategies.
• Master's degree in marketing, MBA or digital field is desired.
• Experience in strategic planning, digital marketing and/or customer go-to-market strategy.
• Knowledge in building and rolling out omnichannel campaigns, aligning marketing strategy and customer behavior objectives with tactical campaign design.
• Strong communication and collaboration skills.

Responsibilities

• Provide an outside-in perspective to the country on how to improve the phygital customer experience.
• Provide innovative/transformative alternatives leveraging experience and knowledge from the CoE and other BPs/countries.
• Plan the execution and define implications of omnichannel strategy to deliver personalized experience across the region.
• Monitor competitor activity, omnichannel trends and connect with other clusters on Janssen's omnichannel strategy.
• Continuously scan new solutions and approaches from external players in the pharma sector in the defined country/cluster.
• Orchestrate and support strategies to improve field force effectiveness based on customer needs.
• Identify how BP and CoE interact with other CoEs and functions to maximize value.
• Integrate relevant digital elements across channels to reinforce key brand messages.
• Define, track and monitor initiatives performance at cluster level (KPIs, content) to improve CoE performance.
• Define cluster omnichannel strategy with CVTs to drive customer journey transformation.
• Support Business Partner Leader in determining omnichannel strategy and resource allocation.
• Foster synergies and share lessons across the business.
• Support CoE leader to prioritize omnichannel initiatives.

Skills

Omnichannel strategy

Digital marketing

Strategic planning

Go-to-market

Customer experience

Cross-functional leadership

Communication

English proficiency

Education

Master's degree in marketing or MBA

Job description

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.

Job Function:

Digital Marketing

Job Sub Function:

Digital Marketing Strategy

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

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 https: // www.jnj.com/.

We are searching for the best talent for a Customer Engagement Business Partner position, based in Bogota.

Purpose:

The Customer Engagement Business Partner will lead the front office at cluster level to transform how Janssen interacts with it's customers, developing a harmonized client-centric journey experience throughout new physical and digital channels by fostering synergies & sharing lessons learned between Businesses. It will be a key talent for digital leadership positions in the future and support the cluster with the omnichannel orchestration. S/he needs to be a challenger who can see opportunities and inspire the team to be more efficient and customer-centric, but also be an operator who can navigate the organization efficiently, and work through any roadblocks that may arise.

Main Responsibilities:

• Provide an outside-in perspective to the country on how to improve the phygital customer experience
• Provide innovative/transformative alternatives leveraging his/her experience and the knowledge acquired from the rest of the teams in the CoE, identifies synergies/leverages lessons learned from other BPs/countries
• Plan the execution and define implications of omnichannel strategy to deliver personalized experience across the region, to be adapted by country phygital business partners
• Monitor competitor activity, phygital omnichannel strategy trends and connecting with other clusters on Janssen's omnichannel strategy
• Continuously scan new solutions, technologies and approaches from other external player inside and outside the pharma sector in the defined country/cluster
• Orchestrate and support strategies to thrive field force effectiveness based on customer needs
• Identifies how as BP and CoE, they may interact with other CoEs and other functional areas (i.e., HCC) so they can maximize the value delivered to the country
• Integrate relevant digital elements across all channels to further enhance the consumer journey and reinforce key brand messages
• Define, track and monitor initiatives performance at a cluster level (KPIs, field force, content) to improve CoE performance
• Define cluster omnichannel strategy, in collaboration with CVTs to drive customer journey transformation
• Support Business Partner Leader determine the omnichannel strategy and resource allocation
• Foster synergies and share lessons learned across the business
• Support CoE leader to prioritize omnichannel initiatives

Experiences and Competencies

Experienced professional with proven track record leading transformation programs or in the implementation of omnichannel strategies (minimum ~+5 years).

Master degree in marketing, MBA or in digital field is desired

Experience in strategic planning, digital marketing and/or customer go-to-market strategy.

Knowledge in building and rolling out omnichannel campaigns, coupled with the ability to align marketing strategy and customer behavior objectives with tactical campaign design across multiple dimensions.

Systematic approach and the ability to build research plans and transform key data into actionable insights as the basis for informed decisions

Excellent communication skills, both written and verbal.

Collaborative, proactive, and solutions oriented.

Work in a cross-functional environment.

Initiative to drive change in quickly evolving space and customer obsession

High proficiency in speaking, reading, and writing in English is required

Required Skills:

Preferred Skills:

Brand