Description
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:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
São Paulo, BrazilJob Description:
The LATAM Customer Collaboration Manager plays a key role in developing a customer-centric organization, driving the implementation of solutions that improve supply chain efficiency and consequently the level of service offered to customers.
This role aims to drive the supply chain collaboration agenda with key accounts through the leadership of the LATAM customer collaboration team.
Essential duties and responsibilities:
- Manage the collaboration team with LATAM customers, ensuring the standardization of processes throughout the Region, reinforcing the customer-centric approach and looking for possibilities to improve the overall synchronization of the supply chain but also ensuring a protection and loyalty mechanism for Johnson & Johnson MedTech (competitive advantage);
- Maintain a strong strategic relationship with Strategic Account-Commercial Managers, Deliver and SC Planning ensuring alignment of key accounts, prioritizing solutions and initiatives and timelines for implementation (besides been a point of contact for Deliver Organization);
- Active marketing approach for main initiatives such as Collaborative Program;
- Manage the Playbook implementations considering what can be offered to customers in collaboration with Health Care Compliance areas, following J&J guidelines for the approval, communication and maintenance of solutions;
- Manage the portfolio of solutions/initiatives and ensure implementation within agreed timelines and following all legal guidelines;
- Proactively assess opportunities across a diverse implementation portfolio, including emerging logistics and ESG trends such as electric vehicles, to foster innovation and develop new ways to serve customers;
- Drive the deployment of Digital Customer Collaboration initiatives by identifying opportunities and benchmarking emerging technologies, including EDI, CMI, VMI, and other relevant solutions;
- Serve as the focal point for customer satisfaction, partnering with Commercial, Deliver, and Global Customer Experience teams to develop solutions and action plans that improve service levels and customer satisfaction, informed by the external Customer Experience Survey (CES) and internal Voice of the Customer (VOC);
- Support the order automation strategy by serving as the key-account focal point and identifying new tools and partners for integration into the J&J portfolio;
- Advance Order Journey visibility initiatives that provide customers with end-to-end order status, strengthen partnerships, build trust, and increase brand loyalty;
- SPOC (Single Point of Contact): Manage key-account relationships through regular customer visits to monitor satisfaction, maintain service levels, improve process efficiency, and deepen collaboration between J&J and key accounts;
- Maintain strong partnerships with Global Customer Solutions, Customer Service Excellence, Digital, and Insights teams; fluency in English is required.
Special requirements:
- Financial Acumen (P&L management, business case creation, business plan creation);
- Demonstrated strong collaboration skills with experience working on cross functional teams (strong interpersonal and communication skills);
- Experience with extracting and analyzing large data sets that cross multiple dimensions;
- Demonstrated understanding of the end to end supply chain (Planning, transportation, warehousing and others);
- Demonstrated understanding of customer experience, how it is measured, and individual/organizational behaviors required to ensure positive customer outcomes
- Experience in commercial relationship and negotiation, able to handle Customer interaction;
- Strong awareness of technology trends and their potential influence. Familiar with E-Commerce Savvy (EDI, JJ Customer Connect);
- Demonstrated ability to translate Customer needs into business requirements.
Other features of the job:
Job Requirements
Essential knowledge and skills:
- University/Bachelor’s Degree or Equivalent;
- MBA it’s desirable;
- 10 years of relevant experience;
- Fluent Spanish and English;
- Knowledge of Microsoft Office: Excel, PowerPoint;
- CRM, ERP vs Specific Technology (CIC, SFDC, SAP, JDE, PRMS, etc);
- Project Management certification (Six Sigma - Lean Tools, APICS).
Job location:São Paulo, Brazil; 30% trips
Required Skills:
Preferred Skills:
Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management