Job Title: Senior Director, Customer Engagement
Locations: São Paulo, Brazil; Bogotá, Colombia; Mexico City, Mexico
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.
Responsibilities
* 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)
Required 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
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
Other Details
No relocation support offered.
Equal Opportunity Employer
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.
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