[Innovative Medicine] Associate Director, Platform & Channels, Customer Experience Dept., Commercial Excellence

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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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 Associate Director Platform & Channels leads a team responsible for the operation optimization and strategic evolution of owned and operated digital platforms and channels (including CRM web portals email on demand webinars and thirdparty media). This role combines people leadership platform governance channel strategy and technical/operational delivery to drive customer engagement and measurable business impact.

Key purpose

• Provide strategic leadership and operational oversight across platform and owned-channel functions to maximize value from digital assets and customer data.

• Ensure high quality compliant operations and continuous improvement through coaching prioritization standardization and crossfunctional alignment.

• Translate regional/global digital strategy into local execution plans that deliver measurable engagement and commercial outcomes.

Key Responsibilities:

Leadership & People Management

• Lead coach and develop direct reports to set clear objectives performance expectations and career development plans

• Proactively contribute with regional commercial excellence to develop operating models that balances centralized standards (data governance security) with local agility to meet business needs

• Foster a customercentric outcomesdriven culture focused on quality compliance and continuous improvement

Strategy & Roadmap

• Actively develop & contribute to the platform & channel roadmap aligned to APAC CRM and CX strategy; prioritize initiatives by business value compliance and technical feasibility

• Identify and champion innovation opportunities (automation personalization platform enhancements) and drive pilots to scale

• Represent Japan/local market needs into regional initiatives to ensure successful localization and adoption & imbedding

Daytoday Operations & Governance

• Ensure stability availability and performance of CRM web portals and owned channels; define SLAs and incident response processes

• Collaborate with cross functional teams to support data governance data quality standards and privacy/compliance controls across platforms

• Coordinate vendor management and technical partners; ensure timely delivery efficient operations and cost efficiency

Analytics & Continuous Improvement

• Define and track KPIs for platform health channel engagement business impact; present insights and recommendations to cross functional teams & business units

• Drive data driven decision making to drive actions that will improve customer experience across channels improve operations and accelerate channel innovation

CrossFunctional Collaboration & Stakeholder Management

• Proactive liaise with Sales Marketing IT Compliance Commercial Excellence APAC/regional teams and external vendors

• Drive alignment on priorities resourcing budgets and timelines. Escalate and resolve crossfunctional blockers

• Provide regular updates and strategic briefings to relevant stakeholders

Budgeting & Vendor Oversight

• Own budgeting and resource allocation for platform and ownedchannel activities; optimize ROI and make tradeoffs to meet strategic goals

• Negotiate and manage vendor contracts and SLAs; ensure delivery quality and value

Qualifications & experience

• 8 years in digital/channel/platform roles with at least 3 years leading multidisciplinary teams

• Proven experience across CRM platforms (e.g. Salesforce/Veeva) web portal management SFMC/email operations webinars and thirdparty digital media.

• Familiarity with analytics tools (Google Analytics Tableau) basic HTML/CSS understanding and marketing automation concepts.

• Preferably experience in pharmaceuticals/healthcare or highly regulated industries; strong understanding of promotional compliance requirements.

• Strategic planning stakeholder management project delivery (Agile/squad experience) vendor management budget ownership data driven decision making.

• Languages: Business level English and Japanese fluency (spoken & written)

Competencies & behaviors

• Strategic thinker who acts operationally with demonstrated action and results.

• Collaborative influencer who can navigate complex matrix organizations.

• Strong communicator able to present insights and tradeoffs to senior leadership.

• Coaching leader who develops others and establishes accountability.

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