Senior Director, Customer Engagement

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

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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 curedwhere 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 impactcombining 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:

Bachelors 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 internal employees contact AskGS to be directed to your accommodation resource.

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