Associate Director APAC - Business Process Governance & Adoption - Global CRM Transformation

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:

Sales Enablement

Job Sub Function:

Sales Effectiveness

Job Category:

Professional

All Job Posting Locations:

Chiyoda, Tokyo, Japan, Singapore, Singapore

Job Description:

We are searching for the best talent for Associate Director - CRM Business Process Governance & Adoption to join our Commercial organisation in the Asia Pacific region.

At Johnson & Johnson Innovative Medicine, what matters most is bringing our innovations one step closer to the patients we serve. We focus on treating, curing, and preventing some of the world's most complex and serious diseases. To do this well, we must continually improve how our teams work, how they engage customers, and how technology supports those interactions.

This role plays a critical part in strengthening our commercial and medical capabilities by shaping clear business processes, driving adoption of CRM platforms, and ensuring these tools deliver real value for markets and end users. Projects and ways of working will continue to evolve as business needs change, requiring flexibility, strong collaboration, and a user‑first approach.

This job requisition is for two distinct Associate Director positions one focused on business process & governance and one focused on changed & adoption. Candidates may be considered for either based on their experience and alignment with the role.

You will be responsible for:

• Designing end‑to‑end business processes for sales, medical, and event‑related activities using CRM platforms
• Mapping user journeys, roles, decisions, and hand‑offs in a way that is simple, intuitive, and scalable
• Establishing clear governance, including process standards, decision rights, change control, and exception handling
• Leading cross‑country discussions to balance consistency with local market needs
• Acting as the primary link between business teams and technology partners by translating business needs into clear system requirements
• Defining user experience principles to ensure workflows are efficient, role‑relevant, and easy to use
• Reviewing early designs and system versions with users to validate that they work in practice
• Partnering with compliance, privacy, and data teams to ensure processes meet regulatory expectations
• Leading the change and adoption approach for CRM rollouts across multiple countries
• Acting as the regional execution lead for a group of markets, accountable for readiness, adoption, and sustained use
• Owning CRM‑enabled event management processes from rollout through continuous improvement
• Building strong relationships with local leaders to manage partner engagement and communications
• Defining readiness criteria and supporting launch decisions based on people and process readiness
• Designing training and enablement strategies and overseeing delivery with local teams and partners
• Running user testing, pilots, and feedback sessions to validate real‑world usability
• Tracking adoption, usage, and value metrics and driving continuous improvement
• Identifying adoption risks early and working with partners to address them

Qualifications / Requirements:

• Minimum 8 years of experience, preferably from a pharmaceutical company
• Significant experience in CRM, digital platforms, or customer engagement transformations
• Solid background in either: Business process design, governance, or operating model definition and/or Large scale system implementation, change management, or adoption leadership
• Experience working across multiple countries or regions in a matrixed organisation
• Ability to lead complex discussions, make clear decisions, and influence senior partners  
• Strong analytical and problem solving skills, with a user centred perspective Comfort working closely with technology teams without needing to be a technical specialist
• Proficient in English communication skills
• Experience supporting or being involved in the Japan market will be an added advantage

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

 

 

Required Skills:

Analytical CRM, CRM Consulting, CRM Integrations, CRM Reporting, Global CRM

 

 

Preferred Skills:

Benchmarking, Business Impact Analysis (BIA), Coaching, Collaborating, Critical Thinking, Efficiency Analysis, Innovation, Marketing Integration, Market Savvy, Organizing, Process Optimization, Sales, Sales Enablement, Sales Support, Solutions Selling, Technical Credibility