Customer Excellence & Business Transformation Director

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:
Enterprise Management

Job Sub Function:
Commercial Management

Job Category:
People Leader

All Job Posting Locations:
Milano, Italy

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements.

Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for Customer Excellence & Business Transformation Director role.

Purpose: As a key member of the Italian Leadership Team, the Customer Excellence & Business Transformation Director drives strategic initiatives to enhance customer engagement, optimize business processes, and support innovation across the Innovative Medicine Italy organization.

This role leads cross-functional teams in Business Intelligence, CRM, Digital Strategy, Early Products, Learning&Development and Events, ensuring alignment with company objectives and EMEA processes.

You will be responsible for:


* Customer Experience Strategy: Develop and implement comprehensive strategies to improve customer engagement, satisfaction, and loyalty across all touchpoints.
+ Increase competitiveness with unique customer experience and compete to win share of voice and quality of voice
+ Ensure CRM adoption and development as a hub of customer engagement according to the right data strategy
+ Deliver AI-enabled personalized omnichannel engagement (JOE) across Company’s Brands and maximize the scientific impact of our medical interactions
+ Develop and refine the digital strategy of J&J Italy including go-to-market and operating models
+ Support the digital commercial and medical customer engagement plan developing omnichannel strategies and executes accordingly the action plans
+ Partner closely with the regional team at EMEA level in order to influence implementation of Content Excellence, Campaign Measurement and Production Hub


* Business Transformation: Lead end-to-end transformation projects aimed at streamlining operations, adopting digital technologies, and fostering a culture of continuous improvement.
+ Ensure close alignment with EMEA ...