Director, Customer Experience- Trauma

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:

Marketing

Job Sub Function:

Strategic Marketing

Job Category:

People Leader

All Job Posting Locations:

West Chester, Pennsylvania, United States of America

Job Description:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Customer Engagement Strategy | Academic Medical Center Liaison | Thought Leader & Cross-Functional Leadership

The Director, Customer Experience will lead the development and execution of an enterprise-wide customer engagement strategy that strengthens DePuy Synthes’ relationships with key healthcare professionals, thought leaders, Academic Medical Centers (AMCs), and strategic partners. This role will establish the governance, processes, and cross-functional alignment needed to coordinate customer engagement across Marketing, R&D, Clinical and Medical Affairs, Regulatory, Professional Education, Health Economics and Market Access, and other business functions. The Director will lead a field-based team responsible for priority AMC relationships and serve as the primary point of contact for AO North America. The successful candidate will bring extensive experience engaging healthcare professionals, leading in a matrix environment, influencing without authority, and translating customer insights into strategic priorities and coordinated execution. This role requires strong leadership, collaboration, negotiation, and change-management capabilities, along with a demonstrated ability to build trusted internal and external relationships and deliver sustained business results.

The Director, Customer Experience will report to the Vice President, Trauma & Extremities.

Responsibilities

· Lead the development and execution of the thought leader engagement strategy, including an integrated cross-functional plan for contacts and activities.

· Create a strategic framework and establish engagement governance (communication rhythm, stakeholder touchpoints, etc.) between the business and thought leaders.

· Lead and help shape the strategy developed with functional platform leaders across marketing, clinical affairs, medical affairs, regulatory, R&D and other corporate functions in support of DePuy Synthes strategic plans and business objectives.

· Identify, cultivate, and maintain professional relationships with health care professionals (HCPs) and define appropriate engagement activities.

· Develop and execute the commercial engagement plan and maintain relevant customer relationship management (CRM) tool.

· Support key opinion leaders (KOLs) by triaging and coordinating requests from across the organization.

· Partner cross-functionally to develop and execute aligned external engagement strategies across stakeholder groups.

· Provide leadership and insights to DePuy Synthes senior leaders to inform priorities, activities and thought leader engagements.

· In partnership with commercial leadership, develop national AMC strategy and translate into coordinated account execution

· Manages the Atlas toolkit and AMC Value proposition development and communication

· Manages field-based team that owns relationship with key stakeholders at priority AMCs, develop annual account engagement plans for AMCs, drive engagement by residents and fellows with our future leaders offerings, surface future target KOLs, and identifies future AMC engagement opportunities.

· Becomes the primary point of contact for AO North America, developing relationships with key leadership and driving change management within the relationship.

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