CUSTOMER COLLABORATION LEAD - MedTech MEXICO

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 uniquely 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 https://www.jnj.com

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Mexico City, Mexico

Job Description:

CUSTOMER COLLABORATION LEAD - MedTech MÉXICO

The Customer Collaboration Lead will be responsible for developing and managing the portfolio of customer collaboration solutions in the cluster, in close collaboration with SAM, Commercial, Planning and RDO teams.

This position aims to improve supply chain synchronization between customers and J&J, increase collaboration maturity and maintain the promise made by J&J to our customer, constantly looking for new opportunities and market trends.

Essential duties and responsibilities:

- The Customer Collaboration Lead will support the Customer Collaboration Business Partners to facilitate customer support activities related to Automation, Project Management, Digital Customer Collaboration-IGNIS initiatives, VOC-voice of customer or CES-Customer Experience Survey, Customer Analytics;

- Will lead the implementation of solutions according to the prioritization defined with the Strategic Account Managers, to improve the overall synchronization of the supply chain;

- Will actively lead the Collaborative Programs in selected SAM Customers (with SAM Directors), using this forum to implement improvements plan based on each customers needs, also monitoring important scores from costumers ensuring a protection and loyalty mechanism for Johnson & Johnson MedTech (competitive advantage);

- Key account relationship management: routine customer visits to monitor and manage customer satisfaction, support to ensure service level, improve processes to ensure efficiency, increase the level of maturity of the collaboration between J&J and key accounts (strong customer´s relationship);

- Involve RDO and Planning teams in service level/KPI analysis and action plan development to maintain customer promise and ensure service level improvement;

- Development of the Playbook implementations that can be offered to customers in collaboration with Health Care Compliance areas, following J&J guidelines for the approval, communication and maintenance of solutions;

- Active monitor a diverse portfolio of solutions implemented in clients looking for opportunities to innovate based on customer needs, working closely with the Innovative Solutions team;

- Creates and deploy Digital Customer Collaboration initiatives (may c...