Customer Engagement Platform Manager

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:

Strategy & Corporate Development

Job Sub Function:

Digital Strategy & Deployment

Job Category:

Professional

All Job Posting Locations:

North Ryde, New South Wales, Australia

Job Description:

• Rare opportunity set best practice and lead change across teams and functions to lead a critical CRM transformation within a fast‑evolving CX environment
• High‑visibility role with direct exposure to senior stakeholders and business leadership
• Set best practices and lead change across teams and functions

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

THE OPPORTUNITY

We’re looking for a Customer Engagement Platform Manager to join our team to lead the business ownership, adoption and evolution of our existing field facing engagement platforms and our next-generation field engagement platforms. This role is critical in connecting face-to-face and digital engagement into a more integrated customer experience. This role goes beyond project management, it’s about building strategic relationships, identifying growth opportunities, and driving continuous digital experience evolution for our customers. We seek a creative problem solver who collaborates with business partners to bring forth new insights, challenges the status quo, and champions innovation to enable our business.

This role will require you to work effectively in local and regional multi-functional team environment, in which you will work in teams in brainstorming scalable solutions, developing practical innovative design concepts, and leading change. In this role you will get the opportunity to shape the development of our engagement platforms that drive value for the business and manage the collaboration between key business partners and technical team to identify and define product requirements (E2E). You will have the opportunity to drive a culture of continuous improvement and best practices in digital products.

RESPONSIBILITIES

• Own and evolve customer engagement platforms - defining clear product vision and roadmaps aligned to business priorities and enabling consistent, high quality data capture and usage.
• Enable integrated customer experiences across platforms and brands by leveraging platform capabilities to connect field and digital activity, supporting more structured, personalised, and effective customer interactions.
• Drive adoption and embed scalable ways of working, moving teams from ad hoc platform use to consistent, sustainable practices that improve engagement quality and execution excellence.
• Establish strong analytics and feedback loops, translating platform usage and engagement data into actionable insights that inform commercial decision making and drive continuous improvement.
• Lead local rollout, adoption and optimisation of the new CRM and engagement capabilities, partnering with regional teams to shape future capabilities and leading local rollout, change adoption, and optimisation.
• Own business side platform management, partnering closely with marketing, sales, Commercial Excellence, IT, and regional stakeholders to align platform usage with business needs and influence how customer engagement is planned, executed, and measured.

ABOUT YOU

• A minimum of a bachelor’s degree (or University equivalent)
• Experience working with customer engagement platforms/ CRM systems, with a proven ability to translate business needs into practical use cases and improvements
• Proven ability to drive adoption and change, embedding new ways of working and influencing stakeholders without direct authority
• Strong prioritisation and problem-solving skills, with experience managing multiple platforms and adjusting focus based on lifecycle stage, business needs and impact
• Minimum of 3 years’ experience in the product and/ or platform management
• Ability to influence, collaborate, and provide direction to regional partners and senior leadership through a matrix organization
• Strong experience with partner management, collaboration, and leading performance improvement.
• This position may require up to 10% international travel

Johnson & Johnson, as a world leader across multiple therapy areas, offers a dynamic environment with opportunities to learn and grow across a broad range of those therapeutic areas. We encourage candidates with a strong desire to learn and a willingness to adapt to new challenges to apply.

COMPANY CULTURE

• Competitive remuneration package.
• Continuous training and support.
• Award-winning leadership development programs.
• Inclusive, flexible, and accessible working arrangements.
• Equal opportunity employer supporting diversity and inclusion.

WHY CHOOSE US:

• Competitive remuneration package and continuous training.
• Supportive environment with award-winning leadership development programs.
• Inclusive, flexible, and accessible working arrangements for all.

OUR BENEFITS:

• Up to 18 weeks of parental leave to support new parents.
• 4 days of volunteer leave to give back to the community.
• Option to purchase up to 2 weeks of additional annual leave for extra time off.
• Enjoy a dedicated Wellbeing Day to prioritize self-care.
• Global Wellness Reimbursement of $780 per year for healthy eating, exercise, or mindfulness activities.
• Access to an Employee Assistance Program for personal and professional support.
• Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support.
• Life insurance coverage for added peace of mind.

 And much more...

Great Place to Work® Certified– 2025
Great Place to Work® Certification recognises employers who create outstanding employee experience. The certification process is recognised worldwide as the global benchmark for identifying outstanding workplaces.   

Johnson & Johnson - Australia and New Zealand was certified as a Great Place to Work® in ANZ in its first year of participation.

 

 

Required Skills:

 

 

Preferred Skills:

Alliance Formation, Analytical Reasoning, Artificial Intelligence (AI), Augmented Reality (AR), Business Case Modeling, Business Savvy, Change Management, Collaboration, Digital Applications, Digital Channels, Digital Fluency, Digital Strategy, Disruptive Innovations, Innovation, Process Improvements, Strategic Change, Technical Credibility, Web Usability