Customer Engagement Business Partner

Johnson & Johnson Co.; Bogotá; Hybrid; COP 120,000,000 - 210,000,000; Full time

Job summary

Johnson & Jón is seeking a Customer Engagement Business Partner to lead the front office at the cluster level, transforming how Janssen engages customers through a harmonized, phygital journey. The role focuses on omnichannel orchestration, digital leadership, and efficient collaboration across teams, with a strong customer-centric mindset.

Based in Bogota, the position requires proven experience in strategic planning, digital marketing, and omnichannel campaigns.

Qualifications

• Minimum ~5 years leading omnichannel or digital marketing transformation.
• MBA or Master in marketing/digital field preferred.
• Experience in strategic planning, digital marketing, and customer go-to-market.
• Ability to design omnichannel campaigns and align strategy with customer goals.
• Strong data interpretation to drive decisions.

Responsibilities

• Provide an outside-in perspective to improve the phygital customer experience.
• Define and orchestrate omnichannel strategy across the region with country partners.
• Plan execution and implications of omnichannel strategy for personalized regional experiences.
• Monitor omnichannel trends and share learnings across Janssen clusters.
• Identify opportunities and enable efficient, customer-centric operations.

Skills

Omnichannel strategy

Digital marketing

Strategic planning

Communication skills

Cross-functional collaboration

English proficiency

Education

Master's/MBA in marketing or digital field

Job description

At Johnson & J\u00f3n, we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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.

As guided by Our Credo, Johnson & J\u00f3n 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 & J

Job Function

Digital Marketing

Job Sub Function

Digital Marketing Strategy

Job Category

Professional

All Job Posting Locations

Bog\u00f3s, Distrito Capital, Colombia

Job Description

At Johnson & J\u00f3n,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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.

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.

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

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

Preferred Skills:

• Brand Positioning Strategy
• Budgeting
• Collaboration
• Consulting
• Content Management
• Content Marketing
• Cultural Communications
• Customer Analytics
• Data Visualization
• Digital Channels
• Digital Marketing
• Digital Trends
• Process Improvements
• Report Writing
• Technical Credibility
• Technologically Savvy