Head of Customer Experience and Capability

2 weeks ago

Singapore Johnson & Johnson Full time

Responsible for leading the APAC Marketing Excellence Centre of Excellence (CoE) including the development and execution of APAC Marketing Excellence strategy in partnership with key in-market stakeholders, and in alignment with the broader Asia Pacific Commercial Excellence strategy.

Accountable for market performance by driving in-market competitiveness aligned with business priorities. This includes the design and deployment of new approaches and capabilities to improve our marketing operations in areas such as omnichannel campaign development, agile ways of working and content transformation leveraging complementary and enabling capabilities such as advanced analytics.

Direct leadership of a small APAC Marketing Excellence CoE team in addition to building strong partnerships across the wider APAC CE team and key in-market stakeholders to influence and improve the way we operate in the future.
- **Commercial Excellence Strategy - **key member of the Commercial Excellence leadership team and contributor to APAC Commercial Excellence strategy.
- **Data Sciences strategy - **continue to build our Marketing Excellence capabilities to address critical leverage points in key focus areas such as Customer Engagement and Patient Experience to improve both patient outcomes and business results. Ensure Janssen remains at forefront of new tools and technologies that can elevate our competitiveness.
- **Data Sciences execution - **in partnership with in-market teams deploy and evolve customer engagement and experience strategies in line with the APAC strategy to address market needs and drive improved competitiveness.
- **Marketing Excellence technologies - **lead the way we think out technology and the way we use in in our marketing and sales operations across Janssen APAC, including partnering closely with Janssen IT to ensure we have the right technology enablers to ensure we build a highly effective data driven culture
- **Change Leadership - **lead the organisation through change, as part of our Excelerate transformation and the ongoing evolution of business models. Inspire our people to buy into change and provide clear vision and direction for the future
- **Leadership - **lead a small CoE team and leverage their deep expertise in key focus areas in partnership with the in-market leadership to unlock innovative approaches and solutions. Drive collaboration within the team, across business units and functions, and across the region to deliver on strategies. Empower team members to execute and champion their careers and development.

**Qualifications**:
**Skills & Competencies**
- Strategic thinking
- Marketing
- Innovative mindset
- External orientation with ability to translate external insights to internal outcomes
- Strong collaboration and ability to work within matrix environment

**Experience or qualifications that are critical to this position**
- Commercial leadership experience will be valued
- Experience leading a large and diverse team will be valued

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