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.
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Job Function:
Sales Enablement
Job Sub Function:
Customer Success Management
Job Category:
Professional
All Job Posting Locations:
Chiyoda, Tokyo, Japan
Job Description:
Key Responsibilities
1. Customer Solutions Strategy and Operating Model
- Develop and execute the Japan Customer Solutions strategy and roadmap aligned with MedTech Japan business priorities and regional/global direction.
- Translate customer, Commercial and operational needs into scalable service models, process standards, capability plans and investment priorities.
- Own the governance for the Customer Solutions portfolio, including prioritization, decision rights, milestones, risks, benefits and stakeholder communication.
- Define service principles and ways of working that balance customer experience, operational efficiency, compliance, cost and business continuity.
2. Global Application Deployment and Process Design
- Lead the Japan deployment and adoption of global customer-facing applications, including order intake/order management, case management and related workflow .
- Act as the accountable business owner for local requirements, process fit-gap assessment, design decisions, testing readiness, data and user readiness, cutover, stabilization and sustained adoption.
- Partner with global product owners, regional teams and IT to advocate for critical Japan requirements while maximizing standardization and global solution adoption.
- Design, document and maintain end-to-end processes, roles, controls, escalation paths and service-level expectations across Customer Solutions and connected functions.
- Ensure new solutions are supported by effective change management, training, communications, standard work, performance measures and post-implementation improvement.
3. Customer Service Operations and Performance
- Provide leadership for reliable and compliant customer service operations, including order processing, inquiry and case handling, issue resolution, customer communication and escalation management.
- Establish and monitor service KPIs, dashboards and operating reviews covering quality, timeliness, productivity, customer experience, backlog, adoption and issue recurrence.
- Use data, customer feedback and root-cause analysis to identify systemic issues, prioritize improvements and drive corrective and preventive actions.
- Ensure operational readiness for product launches, portfolio changes, seasonal or demand peaks, system releases and business continuity events.
- Maintain appropriate internal controls and ensure adherence to company policies, quality requirements, privacy expectations and relevant local regulations.
4. Key Account Management and Customer E2E Improvement
- Partner with Commercial to identify strategic accounts and improvement opportunities across the customer’s end-to-end logistics and order-to-delivery flow.
- Build trusted working relationships with customer logistics leaders and other relevant decision-makers, serving as a senior point of contact for cross-organizational service and flow improvement.
- Analyze the current-state E2E flow, pain points, handoffs, service failures, inventory or delivery constraints, and jointly develop practical improvement proposals.
- Present recommendations and business cases, obtain customer and internal agreement on actions, responsibilities, milestones and success measures, and lead disciplined implementation.
- Run regular governance with Commercial, internal functions and customers to track commitments, resolve barriers, demonstrate outcomes and identify the next wave of value opportunities.
- Apply customer insights across the broader Customer Solutions roadmap so that learning from key accounts improves standard processes and service models.
5. Cross-functional Leadership and Transformation
- Lead cross-functional initiatives involving Commercial, Deliver, Planning, Distribution, Transportation, Quality, Finance, IT, Procurement and regional/global partners.
- Influence stakeholders through customer insights, process knowledge, data and clear recommendations, including when priorities or requirements differ across functions.
- Communicate progress, risks, decisions, customer impact and required leadership support in a concise and transparent manner.
- Champion simplification, standardization, digitalization, automation and continuous improvement across the customer service value stream.
6. People Leadership and Capability Building
- Lead, coach and develop a team of four, setting clear objectives, role expectations and performance standards aligned with business priorities.
- Conduct regular coaching, development and career conversations, provide timely feedback, recognize contribution and address performance gaps appropriately.
- Build team capability in customer experience, process design, application deployment, project management, problem solving, analytics, stakeholder management and change leadership.
- Create an inclusive, accountable and collaborative team environment, strengthen succession plans and develop future leaders and subject-matter experts.
- Plan team capacity and capabilities to support both stable operations and transformation priorities.
Required Skills:
Preferred Skills:
Consulting, Critical Thinking, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Fact-Based Decision Making, Mentorship, Organizing, Performance Measurement, Relationship Building, Sales Enablement, Sales Support, Technical Credibility