Customer Experience Manager

New role with an opportunity to shape and create your own pathway Grow something from the ground up benchmark best practices 2021 Best Places to Work –
1 in Health Industry Flexible work practices, award winning benefits At Johnson & Johnson Medical Devices Companies, we are using our breadth, scale and experience to reimagine the way healthcare is delivered and help people live longer, healthier lives. In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopaedics, vision and interventional solutions with the big ideas of others to design and deliver physician and patient-centric products and solutions. As pioneers in medical devices, we continually focus on elevating the standard of care—working to expand patient access, improve outcomes, reduce health system costs and drive value. We create smart, people-centered healthcare to help the patients we serve recover faster and live longer and more vibrantly. The Opportunity: The Customer Experience Manager will report to the Commercial Excellence Lead to drive Ethicon’s customer engagement & omni-channel strategy. The role will focus on uncovering deep customer insights to deliver omnichannel tactics, leading to personalised engagement and stronger relationships with healthcare professionals and non-clinical stakeholders. Partners across all commercial functions (including Marketing, Professional Education, Sales, Strategic Customer Group, IT, Healthcare Compliance, Privacy, and all support functions) to create new customer resources and tools and coordinates them across channels to address stakeholder’s needs. Optimizes customer engagement through planning and execution of programs that connects digital and face to face communications. Responsibilities: Omnichannel engagement & digital lead for building and executing platform deployments: Lead strategy, capability build and deployment of omnichannel transformation initiatives such as micro-journeys, customer journey mapping, customer engagement strategies to improve value, relevance, and effectiveness of customer interactions. Guide platform teams to create customer journeys, identify moments that matter, and develop plans that leverage digital elements to augment field sales organization driven customer engagement. Create and implement personalization strategies to deliver relevant content for customers Drive deeper customer understanding to create a seamless experience across digital, remote, and in-person channels. Drive understanding of the opportunities available to the business in digital Drive awareness of new technologies and possible impact on the business Execute key digital projects to drive positive P&L impact for business units Develop strong rapport and relationships with various teams, key external agencies and partners to understand their customer and business needs Coordinate with key commercial functions in change management. Partner with IT teams & Enterprise digital marketing teams to guide prioritization and implementation of infrastructure to drive omnichannel engagement. Responsible for Ethicon JJMD Website and digital owned tools. Including campaign prioritisation and communication calendar. Use Metrics to deliver business insights and opportunities Provide timely campaign metrics to Business Units Ensure ongoing digital impact effectiveness by establishing and monitoring appropriate metrics. Use analytics to uncover opportunities to improve customer experience, deliver business insights and drive BU objectives. Benchmark best in class omnichannel experiences Qualifications Tertiary qualifications in a related field i.e. communications, marketing, digital, science, business Preferred related industry experience: B2B marketing and digital experience Other qualifications: Relevant post graduate qualifications i.e. Digital Marketing; MBA At least 3 years of marketing experience and 7+ years of business experience Demonstrated performance cycle of success and measured in current performance rating Demonstrated comfort with ambiguity and working in an emerging area of the business Demonstrated knowledge of brand marketing, customer segmentation, and marketing communications is preferred. Excellent communication, collaboration, project management and organizational influence skills are required. Strong interpersonal skills with emphasis on leadership, relationship development and influence management is preferred. COMPANY CULTURE You will be rewarded through a competitive remuneration package along with continuous training, support and award-winning leadership development programs. Being part of Johnson & Johnson can change everything, including YOU: If you are interested, please apply online using the link below. You will receive an automated email confirming receipt of your application. Every application is reviewed by the Talent Acquisition team and candidates will receive notification of the outcome of their application in a timely manner. Closing date: COB Monday, 17th June 2022. Johnson & Johnson is an equal opportunity employer who supports inclusive, flexible and accessible working arrangements for all. This includes persons with disabilities, culturally, religiously and linguistically diverse people, diverse age groups, diverse sexual orientation, and gender. We are committed to working in partnership with and support Aboriginal and Torres Strait Islander peoples and organisations by recognising and respecting the diversity of cultures, identity, heritage, languages, lores, and social and spiritual systems practiced. We draw pride and strength from you, your colleagues and the world we care for—all backgrounds, beliefs and the entire range of human experience—coming together to bring health to billions.
1 AFR Boss Best Places to Work – 2021 Health Industries The AFR Boss Best Places to Work awards recognise organisations that are pioneering new ways of working and pushing the boundaries when it comes to workplace policies and practices. Johnson & Johnson has been awarded first place under the Health Industry list in 2021. As a leading global healthcare provider, Johnson & Johnson has implemented a COVID-19 Vaccine Policy in Australia which requires all staff to be fully vaccinated for COVID-19 in order to commence work, unless they have a valid exemption. Agencies please note: This recruitment assignment is being managed directly by Johnson & Johnson’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated. Primary Location Australia-New South Wales-Sydney- Organization Johnson & Johnson Medical Pty Ltd (7515) Job Function R&D Requisition ID 2206045611W