Senior Director, Customer Engagement

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Digital Marketing

Job Sub Function:

Digital Marketing Strategy

Job Category:

People Leader

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia, Mexico City, Mexico, São Paulo, Brazil

Job Description:

Johnson & Johnson is recruiting for a Senior Director, Customer Engagement, located either São Paulo, Brazil,  Bogotá, Colombia, or Mexico City, Mexico.

 

About Johnson & Johnson Innovative Medicine

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.

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Position Summary

This role leads the Customer Engagement Center of Excellence (CoE) across LATAM Innovative Medicine, driving the transformation of how the organization engages with healthcare professionals by connecting strategy, field execution, and scalable digital capabilities.

The position is accountable for evolving the Customer Experience (CX) and Omnichannel agenda across Commercial, Medical, and Access, ensuring business priorities are translated into practical, field-ready execution through CRM, content, data, and AI-enabled solutions.

Acting as a strategic partner to regional and global leadership, this role shapes the operating model, accelerates adoption and transformation velocity, and delivers measurable business impact—combining strong business acumen with hands-on experience in sales, marketing, and field execution.

Key Responsibilities include, but are not limited to, the following:

• Lead the LATAM Customer Experience and Omnichannel transformation agenda, translating business priorities into integrated, customer-centric engagement strategies

• Enhance field force effectiveness by ensuring CRM and engagement platforms are aligned to real execution needs and drive high-quality adoption

• Evolve CRM and customer engagement platforms as business capabilities, partnering with IT and global teams to deliver scalable, technology-enabled solutions

• Drive operating model evolution across LATAM, simplifying processes, aligning functions, and accelerating adoption of new ways of working

• Partner with Analytics to convert data and insights into actionable decisions and support scaling of AI-enabled use cases

• Act as a regional integrator, leading governance and influencing senior stakeholders across a complex, multi-country, matrixed environment

• Oversee content strategy and content production capabilities, ensuring high-quality, customer-focused engagement

Key Capabilities

• Strong business acumen with hands-on experience in Sales and Marketing

• Deep expertise in Customer Engagement, Omnichannel, and CRM

• Ability to connect strategy with field execution reality and diagnose business needs

• Business transformation and operating model design

• Cross-functional leadership (Commercial, Medical, Access, IT, Analytics, CoEs)

• Executive communication and stakeholder influence

• Data-driven decision-making

• Change management and adoption acceleration

• Ability to operate in high ambiguity and global/regional environments

Requirements:

• Bachelor’s degree required; advanced degree preferred

• ~12+ years of progressive experience in pharma or healthcare commercial roles (Sales, Marketing, Commercial Excellence)

• Regional or multi-market leadership experience in Customer Engagement, Omnichannel, or CRM

• Demonstrated ability to translate business strategy into field execution across Commercial, Medical, and Access

• Experience driving adoption and business impact from CRM and digital platforms (e.g., Veeva, Salesforce)

• Experience leading transformation initiatives, including operating model evolution and cross-functional alignment

• Experience operating across LATAM or similarly complex multi-country environments

Preferred Experience

• Experience leading regional or global transformation initiatives

• Strong background in Sales, Marketing, and field execution

• Experience managing multi-layered teams, including Director-level leadership

• Track record influencing senior stakeholders across Commercial, Medical, IT, and Analytics

• Experience accelerating adoption and embedding new ways of working

• Ability to connect business needs with technology-enabled solutions (AI, CRM, digital platforms)

No relocation support offered

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.

 

 

Required Skills:

 

 

Preferred Skills:

Brand Positioning Strategy, Consulting, Content Management, Content Marketing, Cultural Communications, Customer Analytics, Developing Others, Digital Channels, Digital Marketing, Digital Trends, Inclusive Leadership, Leadership, Operational Excellence, Performance Measurement, Report Writing, Tactical Planning, Technologically Savvy