Omnichannel Customer Engagement Leader

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

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