IT Lead, Customer Relationship Management

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Janssen is one of the world’s leading research-based pharmaceutical companies, with operations throughout the world and employs more than 500 people in the UK.

The company is committed to being a transformational medical innovator, delivering high value medicines, and has introduced a range of innovative treatments that can make an important difference to the lives of patients with serious health conditions such as schizophrenia, epilepsy, cancer and HIV/AIDS. Medicines developed by Janssen are used to treat around 1,500 million patients every year.

We are part of the Johnson & Johnson family of companies, which comprises around 250 operating companies throughout the world and employs approximately 120,000 people in 57 countries, 6,000 of them in the UK.

The UK In-Market Business Unit IT team is part of the Regional Commercial Pharmaceutical IT Group, and operates in a multi-disciplinary and matrix environment to deliver regional and specialised local business solutions for the UK organisation, and across Europe, Middle East and West Africa.

Working closely with UK & Irish stakeholders, Regional Product Line Owners and J&J Shared Services, the team promote, shape, define and commission business technology solutions in the areas of:

-customer relationship management and engagement

-analytics and reporting

-multi-channel customer engagement through digital channels

-organisational collaboration and productivity

What your day may include;

The UK In-Market Business Unit IT team is currently looking for an IT professional with expertise in the field of customer relationship management and engagement. This is a permanent position and will involve working with business stakeholders and IT teams to ensure we gain full value from our CRM systems and associated technologies, and have the right capabilities, processes and quality of execution across key areas such as:

-Customer segmentation and targeting

-Management & execution of customer account plans, face to face interactions, call centres, events & meetings

-Email campaigns and marketing programmes

-Interactive education and closed-loop marketing (typically on iPads)

-Disclosure of Transfer of Value

We look for people who show ambition, determination and the desire to pursue a career. We aim to provide you with opportunities to develop your career, encouraging close co-operation and team-working alongside other functions.

Main Duties & Responsibilities

-Primary technical contact and consultant to UK & Ireland marketing brands teams, medical, multi-channel and operations groups to ensure operational excellence in customer interactions through effective use of CRM capabilities

-Work with business partners to identify unmet needs, propose IT solutions, and assist management in in the development of business cases and project charters

-Lead the technical discovery process for potential capability and business process improvements within our Veeva and Eloqua solutions, scoping needs, gathering requirements, prototyping and producing functional specifications for a solution build, based on regional and global standards

-Defining and developing support approaches for new business needs, and transitioning to Regional Support team when mature

-Take a regional view on technology solutions and business processes, building a good understanding of business practice in other countries through a network of IT colleagues, in order to leverage or create harmonised approaches where possible

-Proactively match business needs with existing J&J technology capability, by showcasing local/regional best practice with key stakeholders, encouraging adoption of core systems and harmonised process, and highlighting value in a business context

-Work with Regional Product Line Owner/s to shape solution roadmap according to business priorities

-Ensure content partners (e.g. marketing agencies) adhere to technical specifications when providing design and content for interactive education and closed-loop marketing within our solutions

-Manage delivery of local/regional solutions through J&J Application Services team, acting as Product Owner in scrum development, or specialist partners

-Represent IT on local CRM Working Group to prioritise business changes and requirements based on value

-Ensure J&J information and assets are appropriately identified, valued and protected in accordance with Information Asset Protection policies

Qualifications

Qualifications & Experience

-Degree in Computer Science/Business Information Systems, Engineering or related discipline

-Experience working in a commercial environment where quality of plan execution and sales force excellence is important, and deep understanding of customer relationship management practices and processes

-Good understanding and demonstrated competence implementing business processes within CRM solutions

-Relevant experience, with experience related to CRM solutions and their use in business, inc. hands-on experience with the administration and configuration of a major CRM product

-Proven expert understanding of CRM system design, administration and use (e.g. Veeva Certification or similar)

-Able to recommend and challenge choices around the best approach to using CRM solutions (solution design) to meet business needs

-Experience in process-driven environments (SDLC, Agile) co-ordinating internal and external delivery partners toward a single goal

-Certification in Business Analysis (e.g. ISEB Business Analysis Diploma) and Project Management (e.g. PRINCE2, APMP) areas

Skills

-Able to influence across a range of business roles and stakeholder seniorities

-Effective team working

-Ability to build effective relationships with customers, matrix teams, suppliers, partners etc.

-Good at facilitating workshops and meetings, and negotiating

-Genuine passion for technology, understanding how things work, and for applying technology to bring value to businesses/customers

-Continuous learner, able to demonstrate a familiarity with current trends

-Capable of taking a "hands-on approach" to experiment and try things if needed

-Can communicate effectively with technical and non-technical stakeholders at different levels

If you decide to apply for the position, any personal data which you provide shall be processed by Johnson & Johnson. Your personal data shall be processed for the purposes of recruitment, recruitment policy and selection.

We respectfully request Government Officials to identify themselves as such on application; for the purposes of the Foreign Corrupt Practices Act.

To apply please click the APPLY button.

Closing Date: 1st July 2016