Director, CRM Field Optimization
Johnson & Johnson Innovative Medicine, Titusville, NJ, United States
Overview 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 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 worldwide. We provide an inclusive work environment where each person is considered as an individual, respecting the diversity and dignity of our employees and recognizing their merit.
Job Function Data Analytics & Computational Sciences
Job Sub Function Data Science
Job Category People Leader
All Job Posting Locations Titusville, New Jersey, United States of America
Job Description We are searching for the best talent for Director, CRM Field Optimization. Johnson & Johnson Innovative Medicine is seeking a Director, CRM Field Optimization to join our Customer Engagement & Digital Transformation team located in Titusville, NJ.
Purpose
The Director, CRM Field Optimization will lead the strategy, design, and delivery of CRM and related field capabilities across U.S. commercial and medical field teams. This role will shape how customer-facing teams work in the future by improving field workflows, simplifying the user experience, and enabling more effective customer engagement through CRM, connected tools, and AI-enabled capabilities.
The leader will own the commercial and medical field product roadmap for CRM and adjacent capabilities, working across business and technology teams to prioritize, build, deploy, and continuously improve solutions that support field representatives, managers, and field leaders. This position requires a strong people leader who can guide a team of direct reports while influencing across a large, matrixed organization. The Director will drive adoption, business readiness, and measurable value from core CRM capabilities and emerging AI products embedded within field workflows.
Main Responsibilities Own the vision and roadmap for CRM Field Optimization across U.S. field teams, aligning capabilities to business priorities, user needs, and enterprise strategy.
Lead the design, build, and deployment of commercial and medical field capabilities in CRM and related systems, from business requirements through implementation and ongoing enhancement.
Drive field transformation by improving how CRM supports daily work for field teams, including planning, execution, follow-up, coordination, and insight capture.
Lead a team of 4 and create a strong, accountable, and collaborative environment that develops talent, builds capability, and delivers high-quality outcomes.
Champion AI-enabled field capabilities by identifying, shaping, and implementing practical AI products and workflow improvements that reduce administrative burden, improve decision-making, and support better field execution.
Partner with field sales leadership to define deployment priorities, adoption strategies, and optimization opportunities that improve the experience and effectiveness of field teams.
Set priorities and manage the product backlog in partnership with business partners, balancing speed, quality, compliance, and business value.
Lead cross-functional alignment across Commercial, Medical, Account Management, Patient, Training, Learning & Development, Change Management, Data/Reporting, and Technology teams to deliver an integrated field enablement platform.
Influence enterprise decisions where CRM capabilities intersect with reporting, customer data, master data, analytics, incentive compensation, and other connected platforms.
Build strong partnerships with technology teams and vendors to ensure timely delivery, sound solution design, and a high-quality end-user experience.
Contribute to global and regional governance by partnering with peers across EMEA, ASPAC, and LATAM to leverage common capabilities, share best practices, and shape broader product direction.
Define success measures and continuously improve capabilities based on user feedback, adoption trends, field needs, and business impact.
Additional Duties & Responsibilities Serve as the senior business lead for commercial and medical field CRM optimization, ensuring solutions are practical, scalable, and aligned to how teams work in the field.
Act as a liaison with key business partners to understand strategic priorities and translate them into clear product needs and implementation plans.
Manage relationships with key vendors and external partners (e.g., Salesforce, ZS, and others) to bring forward best practices, technical knowledge, and delivery support.
Oversee business readiness efforts including training, communications, field feedback loops, and post-launch improvement plans.
Support CRM operational processes and governance, including release planning, issue prioritization, risk management, and change control.
Provide leadership on complex questions related to CRM data, field reporting, and workflow implications across connected systems.
Promote a strong user-centered mindset, with focus on simplification, usability, and measurable value for field teams.
Qualifications / Requirements Bachelor’s degree required; advanced degree preferred.
Minimum of 10 years of professional experience, with at least 7 years in the pharmaceutical industry required.
Strong experience with CRM platforms and field technology solutions required.
Deep knowledge of commercial field workflows, customer engagement processes, and the role CRM plays in enabling effective field execution.
Demonstrated success leading people and developing high-performing teams; experience managing at least 4 direct and/or indirect reports strongly preferred.
Demonstrated success in implementing AI-enabled products or capabilities in business settings, including translating business needs into practical, scalable solutions.
Experience owning a product roadmap, managing a backlog, setting priorities, and delivering capabilities through cross-functional teams.
Strong experience gathering requirements from field user communities and translating them into business-ready solutions.
Experience leading large-scale transformation, deployment, adoption, and change management efforts.
Experience working across data, reporting, master data, and connected enterprise platforms.
Proven ability to influence senior leaders and drive alignment across a complex, matrixed organization.
Strong communication, presentation, and stakeholder management skills.
Ability to simplify complex problems and turn them into clear actions and decisions.
Strong focus on quality, execution, and user experience.
Preferred Skills & Experience Experience with large CRM transformation programs.
Experience supporting multiple field roles beyond sales, such as medical, patient support, account management, or other customer-facing teams.
Experience working with agile delivery teams and product operating models.
Familiarity with AI, automation, and digital assistant capabilities embedded within CRM or field workflows.
Experience managing external vendors and consulting partners in delivery-oriented roles.
Other Details This position is located in Titusville, NJ, with consideration to be based in Horsham, PA.
This role follows a hybrid schedule of three days in the office and two days remotely per week.
At least 5% domestic travel is required.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
J-18808-Ljbffr
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us worldwide. We provide an inclusive work environment where each person is considered as an individual, respecting the diversity and dignity of our employees and recognizing their merit.
Job Function Data Analytics & Computational Sciences
Job Sub Function Data Science
Job Category People Leader
All Job Posting Locations Titusville, New Jersey, United States of America
Job Description We are searching for the best talent for Director, CRM Field Optimization. Johnson & Johnson Innovative Medicine is seeking a Director, CRM Field Optimization to join our Customer Engagement & Digital Transformation team located in Titusville, NJ.
Purpose
The Director, CRM Field Optimization will lead the strategy, design, and delivery of CRM and related field capabilities across U.S. commercial and medical field teams. This role will shape how customer-facing teams work in the future by improving field workflows, simplifying the user experience, and enabling more effective customer engagement through CRM, connected tools, and AI-enabled capabilities.
The leader will own the commercial and medical field product roadmap for CRM and adjacent capabilities, working across business and technology teams to prioritize, build, deploy, and continuously improve solutions that support field representatives, managers, and field leaders. This position requires a strong people leader who can guide a team of direct reports while influencing across a large, matrixed organization. The Director will drive adoption, business readiness, and measurable value from core CRM capabilities and emerging AI products embedded within field workflows.
Main Responsibilities Own the vision and roadmap for CRM Field Optimization across U.S. field teams, aligning capabilities to business priorities, user needs, and enterprise strategy.
Lead the design, build, and deployment of commercial and medical field capabilities in CRM and related systems, from business requirements through implementation and ongoing enhancement.
Drive field transformation by improving how CRM supports daily work for field teams, including planning, execution, follow-up, coordination, and insight capture.
Lead a team of 4 and create a strong, accountable, and collaborative environment that develops talent, builds capability, and delivers high-quality outcomes.
Champion AI-enabled field capabilities by identifying, shaping, and implementing practical AI products and workflow improvements that reduce administrative burden, improve decision-making, and support better field execution.
Partner with field sales leadership to define deployment priorities, adoption strategies, and optimization opportunities that improve the experience and effectiveness of field teams.
Set priorities and manage the product backlog in partnership with business partners, balancing speed, quality, compliance, and business value.
Lead cross-functional alignment across Commercial, Medical, Account Management, Patient, Training, Learning & Development, Change Management, Data/Reporting, and Technology teams to deliver an integrated field enablement platform.
Influence enterprise decisions where CRM capabilities intersect with reporting, customer data, master data, analytics, incentive compensation, and other connected platforms.
Build strong partnerships with technology teams and vendors to ensure timely delivery, sound solution design, and a high-quality end-user experience.
Contribute to global and regional governance by partnering with peers across EMEA, ASPAC, and LATAM to leverage common capabilities, share best practices, and shape broader product direction.
Define success measures and continuously improve capabilities based on user feedback, adoption trends, field needs, and business impact.
Additional Duties & Responsibilities Serve as the senior business lead for commercial and medical field CRM optimization, ensuring solutions are practical, scalable, and aligned to how teams work in the field.
Act as a liaison with key business partners to understand strategic priorities and translate them into clear product needs and implementation plans.
Manage relationships with key vendors and external partners (e.g., Salesforce, ZS, and others) to bring forward best practices, technical knowledge, and delivery support.
Oversee business readiness efforts including training, communications, field feedback loops, and post-launch improvement plans.
Support CRM operational processes and governance, including release planning, issue prioritization, risk management, and change control.
Provide leadership on complex questions related to CRM data, field reporting, and workflow implications across connected systems.
Promote a strong user-centered mindset, with focus on simplification, usability, and measurable value for field teams.
Qualifications / Requirements Bachelor’s degree required; advanced degree preferred.
Minimum of 10 years of professional experience, with at least 7 years in the pharmaceutical industry required.
Strong experience with CRM platforms and field technology solutions required.
Deep knowledge of commercial field workflows, customer engagement processes, and the role CRM plays in enabling effective field execution.
Demonstrated success leading people and developing high-performing teams; experience managing at least 4 direct and/or indirect reports strongly preferred.
Demonstrated success in implementing AI-enabled products or capabilities in business settings, including translating business needs into practical, scalable solutions.
Experience owning a product roadmap, managing a backlog, setting priorities, and delivering capabilities through cross-functional teams.
Strong experience gathering requirements from field user communities and translating them into business-ready solutions.
Experience leading large-scale transformation, deployment, adoption, and change management efforts.
Experience working across data, reporting, master data, and connected enterprise platforms.
Proven ability to influence senior leaders and drive alignment across a complex, matrixed organization.
Strong communication, presentation, and stakeholder management skills.
Ability to simplify complex problems and turn them into clear actions and decisions.
Strong focus on quality, execution, and user experience.
Preferred Skills & Experience Experience with large CRM transformation programs.
Experience supporting multiple field roles beyond sales, such as medical, patient support, account management, or other customer-facing teams.
Experience working with agile delivery teams and product operating models.
Familiarity with AI, automation, and digital assistant capabilities embedded within CRM or field workflows.
Experience managing external vendors and consulting partners in delivery-oriented roles.
Other Details This position is located in Titusville, NJ, with consideration to be based in Horsham, PA.
This role follows a hybrid schedule of three days in the office and two days remotely per week.
At least 5% domestic travel is required.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
J-18808-Ljbffr