Apac Customer Experience Director

1 week ago

Singapore Johnson & Johnson Full time

JJIM aims to cultivate industry-leading capabilities that enhances competitiveness, address HCP needs, and ultimately deliver improved outcomes for patients.

Under this umbrella, the CX& CD CoE positions JJIM to be the preferred partner for HCPs. The vision of this CoE is to deliver industry-leading, data-driven engagement with HCPs that is personalised, orchestrated and seamless across our channels. The APAC Customer Experience Director - Omnichannel leads the areas of Customer Understanding & Omnichannel in partnership with key in-market stakeholders, and in alignment with the broader Asia Pacific Commercial Excellence strategy.

Tasked with the role of improving our commercial capabilities, this position will have a significant opportunity to directly drive enterprise growth and efficiency.

*Please note that the role will require 20% travel due to the regional portfolio.*

**Key Responsibilities**

The APAC Customer Experience Director - Omnichannel in CX&CD CoE, plays a pivotal role in shaping customer experiences through deep customer understanding, harnessing the power of AI via the CAE (Customer Analytics Engine), and an effective omnichannel strategy, with a focus on campaign execution. This is achieved in close partnership with the Content Transformation Team, responsible for content development and operations and the Capability Development Team, strengthening our Marketing & Sales capabilities across our organisation.

1. **Building Customer Understanding capabilities**:

- Embed modern and efficient approaches to drive deep customer understanding. This position is the commercial product owner of the CAE which is JJIMs machine learning driven AI engine, delivering HCP engagement recommendations for our customer facing teams. The CAE needs to be embedded within the business, measured via recommendation adherence and satisfaction of the end-users. In addition, the CAE needs to evolve through product enhancement to maintain JJIMs competitive advantage.

2. **Shaping Omnichannel**:

- responsible for the development and implementation of JJIM’s regional omnichannel process to ensure a clear and consistent framework across the organisation. This includes understanding of holistic customer experience needs, aligning campaign objectives, defining outcomes and tailoring content by various personas and mapping content to touchpoints whilst adhering to regulatory compliance.

3. **Cross functional squad delivery teams**: Building cross-functional teams to deliver on customer understanding & omnichannel goals, spanning from identifying talent from operating companies to different divisions like capability, CX, data, procurement, legal, marketing etc. Ensure collaborative planning sessions, co-ordination with clear feedback loops and clear measurement to ensure initiatives will be embedded.

4. **Plan adoption roadmap**:Set clear adoption roadmap and support for brand and marketing teams in the organization. Lead and deploy adoption support for operating companies.

5. **Leadership Engagement**: Communicate a clear and compelling narrative to gain leadership buy-in, align organizational needs and strategic priorities, quantify impact, build relationships and address concerns productively.

6. **Influence stakeholders beyond APAC**:Learn and co-ordinate with global and cross-regional initiatives in the areas of customer understanding & omnichannel. Influence relevant teams within JJIM for faster acceleration with a focus on APAC.

7.** **Career progression of team members**:The director not only needs to cater to business needs but also ensure that team members (direct & indirect) are properly coached in the areas of customer understanding & omnichannel, develop leadership roles on specific projects, enable mentorship programs and drive inclusion.

**Qualifications**:
**Skills & Competencies**
- **Commercial Outcome Delivery & Industry Application**:Ability and proven track record in driving business results and increasing competitiveness in a Pharm business, preferably at a regional and market level. Deep understanding of Omnichannel capabilities and how to embed these across all levels of the organisation.
- **Influencing & Stakeholder Management**:Ability to influence, drive decisions and outcomes across multiple levels of the organisation. Ability to lead and build high performing cross-functional teams.
- **Strategic thinking and ability to translate strategy into actionable plans**:Ability to distill insights into clear strategies aligned to our Vision, translate these into actionable plans that drive business outcomes.
- **Communication Skills**: Excellent verbal, written, visual and facilitation communication skills.

**Experience or qualifications that are critical to this position.**
- Experience leading and implementing complex enterprise projects.
- Experience leading a team and engaging senior stakeholders.
- Experience in Pharmaceutical marketing environment is required including a proven tra

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