[Innovative Medicine] Associate Director, Omnichannel, Customer Experience Dept., Commercial Excellence

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 https://www.jnj.com

Job Function:

Marketing

Job Sub Function:

Strategic Marketing

Job Category:

People Leader

All Job Posting Locations:

Chiyoda, Tokyo, Japan

Job Description:

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 https://www.jnj.com/innovative-medicine

Position Overview:

The Associate Director of Omnichannel is a strategic leadership role responsible for leading the Omnichannel Team consisting of Omnichannel Activation & Content Transformation Managers. This role drives the development and execution of innovative omnichannel engagement strategies, content transformation initiatives, and capability building to deliver exceptional customer experiences. The incumbent collaborates across functions and APAC region to align omnichannel efforts with organizational goals, leveraging data insights, fostering innovation, and championing best practices to drive the organization’s omnichannel capability.

Key Responsibilities:

1. Omnichannel Strategy, Campaign Oversight & Stakeholder Collaboration
2. Content Transformation & Capability Development
3. Data-Driven Decision Making, Measurement & Innovation
4. People Leadership & Development
5. Strategic Leadership, Stakeholder Engagement & Change Management

• Strongly contribute to JJ IM’s OC strategy development by identifying key initiatives, aligning with stakeholders (both local Market & Regional), and ensuring strategic fit across business units.
• Ensure the team is working as a partner in the planning, execution, and measurement of omnichannel campaigns across designated BU segments (e.g., MM, IBD, LC), utilizing advanced tools (e.g., CDP, SFMC, E.ai) to deliver personalized and impactful customer interactions.
• Collaborate proactively with local & regional cross-functional teams—including Marketing, IT, Data Science, Business Intelligence, and other CE functions—to ensure strategic alignment, effective resource utilization, and stakeholder engagement
• Identify & support key initiatives to transform content strategies, ensuring content is tailored for omnichannel delivery and maximizes customer engagement.
• Drive the adoption of new content technologies and processes by ensuring robust KPI setting & measurement that is well socialized across the organization to show impact.
• Engage stakeholders early in content transformation projects to secure alignment and facilitate change management.
• Leverage data from multiple sources (primary & secondary) to inform strategic decisions and identify new opportunities, engaging stakeholders to foster alignment and support.
• Support the development of advanced dashboards and analytics frameworks to understand customer behaviour, preferences & drive actions that continuously enhance customer experience.
• Promote a culture of testing, learning, and continuous optimization through structured A/B testing, hypothesis-driven experimentation, and stakeholder collaboration.
• Lead, mentor, and develop a team of Omnichannel Activation Managers and Content Transformation Managers, fostering a culture of high performance, innovation, and continuous improvement.
• Drive talent development initiatives, including coaching, training, and succession planning, to build a resilient and skilled team aligned with organizational objectives.
• Promote a collaborative, inclusive environment that encourages knowledge sharing and professional growth.
• Act as a trusted advisor to senior leadership and key stakeholders, influencing strategic direction and securing buy-in for omnichannel initiatives.
• Drive change management efforts to embed omnichannel best practices across the organization, fostering a culture of agility, innovation, and continuous improvement.
• Provide thought leadership in the field of customer experience & omnichannel by continuously seeking industry leading best practices.
• Act as a strong representative for JP business needs to shape regional initiatives that can be scaled across APAC

Required Capabilities & Skills:

• Strategic Thinking: Ability to develop and communicate a clear vision and strategy for omnichannel engagement aligned with organizational goals.
• Influence & Stakeholder Management: Skilled at building relationships, securing buy-in, and managing expectations across diverse stakeholders.
• Change Leadership: Proven capability to lead change initiatives, foster a culture of innovation, and manage resistance effectively.
• People Development: Commitment to coaching, mentoring, and developing talent to build high-performing teams.
• Collaborative Leadership: Adept at fostering cross-functional collaboration, breaking down silos, and promoting a shared vision.
• Analytical Thinking: Strong ability to interpret data, derive insights, and translate them into actionable strategies.
• Customer-Centric Mindset: Deep understanding of customer experience principles, ensuring all omnichannel initiatives are designed to enhance customer satisfaction, loyalty, and advocacy.
• Digital & Omnichannel Expertise: Extensive knowledge of digital channels, omnichannel strategies, and emerging technologies to deliver seamless, personalized customer journeys.
• Industry experience: 3+ years of experience working in the healthcare or a related field with high regulatory standards.
• Language: Business fluency in both Japanese and English is highly desirable.

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