Associate Director, CRM Field Enablement and Change Management
Johnson & Johnson Innovative Medicine, Titusville, NJ, United States
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 Title Associate Director, CRM Field Enablement and Change Management
Purpose The Associate Director, CRM Field Enablement and Change Management will play a key role to optimize the integration of our next generation CRM solution across various other field enablement platforms. This position will focus on the holistic experience of the field user, seeking to simplify and to maximize efficiency. This role will have a broad understanding across many field operational and administrative solutions, and will shape future solutions and establish support and governance ahead of deployments. This position will report to Director, CRM and Field Experience.
Main Responsibilities
Leads design and delivery of integrated user interface across field enablement solutions. Works with business partners to define requirements, prioritize and implement.
Partners across StAT to ensure effective implementation of field commercial capabilities where there is impact to other tools or data/reporting platforms (e.g. Field Reporting, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT.
Sets Product Roadmap and leads development effort, in partnership with JJT, for holistic solution spanning CRM and other identified field enablement tools.
Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions. Leads planning for all Change Management and Training strategy related to next generation CRM for US across all personas.
Develops partnership with JJT counterparts to ensure timely delivery of platform changes with high attention to quality and user experience. Sets priorities to align with organization’s imperatives and strategic roadmap.
Define success metrics for field enablement capabilities (adoption, case cycle time, activity effectiveness, quality/compliance).
Identify opportunities to reduce manual effort through AI-driven automation and intelligent orchestration.
Measure ROI of AI capabilities in CRM specific to field commercial teams.
Translate business goals into AI use cases and modelling requirements. Ensure proper training and monitor user adoption.
Ensure the process model supports end-to-end customer journeys, orchestration across different customer facing roles in a compliant manner and in alignment with all policies and procedures (Safety/PV, Quality, Regulatory, Legal, Healthcare Compliance).
Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in CRM platform and other identified systems.
Partners with field sales leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements.
Partner with learning and development teams to develop role-based training, playbooks, and communications. Drive adoption of standardized practices; champion behavior change with local leadership.
Additional Duties & Responsibilities
Liaison with key partners to obtain deep understanding of various field solutions and their interdependencies, to coordinate across the enterprise.
Manage partnership with key vendors (e.g. ZS, Salesforce) to obtain subject matter expertise to available capabilities, with knowledge of and impact to product roadmaps. Manage relationships with consultant partners involved with identified field solutions. Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor.)
Oversee existing CRM Operational processes and Training programs, with support from vendor partners. Develop strategy for next generation CRM training program, both during initial deployment and ongoing.
Qualifications / Requirements
BS Degree required, Master degree preferred.
At least 8 years of workforce experience, with 5 years of pharmaceutical industry experience required.
Experience with CRM systems and solutions is required.
Deep knowledge of industry CRM solutions.
Experience in Data Science is preferred.
Experience gathering requirements from user communities and translating to solutions.
Expertise in designing and delivering training and change management to drive adoption with new solutions.
Ability to learn and apply industry trends/domains and end user needs.
Demonstrated ability to influence in a large and matrixed organization required.
Experience in managing a backlog/release plan, assigning priority and executing with high quality and efficiency. Excellent communication and training skills required.
Other Details
This position is in Titusville, NJ, with consideration to be in Horsham, PA.
This role follows a hybrid schedule of three days in the office and two days remotely per week.
Up to 5% domestic travel is required.
Equal Opportunity Statement 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.
Salary Range The anticipated base pay range for this position is $137,000 to $237,750 USD.
Benefits Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following company-sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees are eligible to participate in the company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the company’s long-term incentive program. Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation – 120 hours per calendar year; Sick time – 40 hours per calendar year; for employees who reside in the State of Washington – 56 hours per calendar year; Holiday pay, including floating holidays – 13 days per calendar year; Work, personal and family time – up to 40 hours per calendar year; Parental leave – 480 hours within one year of the birth/adoption/foster care of a child; Condolence leave – 30 days for an immediate family member: 5 days for an extended family member; Caregiver leave – 10 days; Volunteer leave – 4 days; Military spouse time-off – 80 hours. Additional information can be found through the link below: https://www.careers.jnj.com/employee-benefits
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Job Sub Function Data Science
Job Category People Leader
All Job Posting Locations Titusville, New Jersey, United States of America
Job Title Associate Director, CRM Field Enablement and Change Management
Purpose The Associate Director, CRM Field Enablement and Change Management will play a key role to optimize the integration of our next generation CRM solution across various other field enablement platforms. This position will focus on the holistic experience of the field user, seeking to simplify and to maximize efficiency. This role will have a broad understanding across many field operational and administrative solutions, and will shape future solutions and establish support and governance ahead of deployments. This position will report to Director, CRM and Field Experience.
Main Responsibilities
Leads design and delivery of integrated user interface across field enablement solutions. Works with business partners to define requirements, prioritize and implement.
Partners across StAT to ensure effective implementation of field commercial capabilities where there is impact to other tools or data/reporting platforms (e.g. Field Reporting, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT.
Sets Product Roadmap and leads development effort, in partnership with JJT, for holistic solution spanning CRM and other identified field enablement tools.
Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions. Leads planning for all Change Management and Training strategy related to next generation CRM for US across all personas.
Develops partnership with JJT counterparts to ensure timely delivery of platform changes with high attention to quality and user experience. Sets priorities to align with organization’s imperatives and strategic roadmap.
Define success metrics for field enablement capabilities (adoption, case cycle time, activity effectiveness, quality/compliance).
Identify opportunities to reduce manual effort through AI-driven automation and intelligent orchestration.
Measure ROI of AI capabilities in CRM specific to field commercial teams.
Translate business goals into AI use cases and modelling requirements. Ensure proper training and monitor user adoption.
Ensure the process model supports end-to-end customer journeys, orchestration across different customer facing roles in a compliant manner and in alignment with all policies and procedures (Safety/PV, Quality, Regulatory, Legal, Healthcare Compliance).
Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in CRM platform and other identified systems.
Partners with field sales leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements.
Partner with learning and development teams to develop role-based training, playbooks, and communications. Drive adoption of standardized practices; champion behavior change with local leadership.
Additional Duties & Responsibilities
Liaison with key partners to obtain deep understanding of various field solutions and their interdependencies, to coordinate across the enterprise.
Manage partnership with key vendors (e.g. ZS, Salesforce) to obtain subject matter expertise to available capabilities, with knowledge of and impact to product roadmaps. Manage relationships with consultant partners involved with identified field solutions. Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor.)
Oversee existing CRM Operational processes and Training programs, with support from vendor partners. Develop strategy for next generation CRM training program, both during initial deployment and ongoing.
Qualifications / Requirements
BS Degree required, Master degree preferred.
At least 8 years of workforce experience, with 5 years of pharmaceutical industry experience required.
Experience with CRM systems and solutions is required.
Deep knowledge of industry CRM solutions.
Experience in Data Science is preferred.
Experience gathering requirements from user communities and translating to solutions.
Expertise in designing and delivering training and change management to drive adoption with new solutions.
Ability to learn and apply industry trends/domains and end user needs.
Demonstrated ability to influence in a large and matrixed organization required.
Experience in managing a backlog/release plan, assigning priority and executing with high quality and efficiency. Excellent communication and training skills required.
Other Details
This position is in Titusville, NJ, with consideration to be in Horsham, PA.
This role follows a hybrid schedule of three days in the office and two days remotely per week.
Up to 5% domestic travel is required.
Equal Opportunity Statement 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.
Salary Range The anticipated base pay range for this position is $137,000 to $237,750 USD.
Benefits Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following company-sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees are eligible to participate in the company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the company’s long-term incentive program. Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation – 120 hours per calendar year; Sick time – 40 hours per calendar year; for employees who reside in the State of Washington – 56 hours per calendar year; Holiday pay, including floating holidays – 13 days per calendar year; Work, personal and family time – up to 40 hours per calendar year; Parental leave – 480 hours within one year of the birth/adoption/foster care of a child; Condolence leave – 30 days for an immediate family member: 5 days for an extended family member; Caregiver leave – 10 days; Volunteer leave – 4 days; Military spouse time-off – 80 hours. Additional information can be found through the link below: https://www.careers.jnj.com/employee-benefits
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