Manager, CRM Evolution and Optimization

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.

Johnson & Johnson Innovative Medicine is recruiting for a Manager, CRM Evolution and Optimization located in Toronto, CA.

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.

About the Role

The Manager, CRM Evolution and Optimization is responsible for leading the evolution of Johnson & Johnson Canada’s field commercial CRM capabilities, including the transition from iCONNECT to CONNEXT, while ensuring alignment with business needs, data strategy, and global platform initiatives. The role serves as the primary Canadian business owner for CRM optimization, driving solution design, adoption, data quality, process improvement, and AI-enabled innovation across commercial field teams. The position also connects CRM capabilities with OneLogic, Canada’s governed data and analytics foundation, to enable standardized reporting, trusted insights, and future AI-driven decision support.

Leads CRM strategy, product roadmap, and business engagement for field commercial teams, translating local requirements into scalable solutions that improve customer engagement, operational effectiveness, reporting, and adoption of next-generation CRM and AI capabilities. Partners closely with business, IT, global teams, and external vendors to deliver continuous improvement and long-term value from the CRM ecosystem. Shape and elevate a critical for the future of Commercial Operations for JJIM as part of longer term vision.

• →Participate in special projects, innovation initiatives, and cross-functional programs that support organizational priorities.
• →Represent the organization on regional, global, and cross-functional committees, working groups, and governance forums.
• →Support budget planning, vendor evaluations, contract management, and business case development related to CRM and field enablement capabilities.
• →Provide subject matter expertise for audits, compliance reviews, inspections, and risk management activities.
• →Contribute to the development and maintenance of governance frameworks, standards, policies, and best practices.
• →Mentor team members, contractors, and project resources while supporting organizational capability development.
• →Participate in talent acquisition, onboarding, training, and knowledge-sharing activities.
• →Monitor industry trends, emerging technologies, and best practices to identify opportunities for continuous improvement and innovation.
• →Support leadership communications, presentations, and strategic planning activities.
• →Perform other duties as assigned in support of departmental and organizational objectives.

• →Advanced degree (MBA, MSc, MPH, MHA, or related field) in Health Sciences, Business Administration, Computer science with strong business orientation
• →Previous people leadership, coaching, or talent development experience is preferred.
• →Salesforce (SFDC) or comparable CRM platform experience as a USER (TM, RBM, NSD, Pharma Marketer).
• →Experience with CRM transformation, digital enablement, AI, or analytics initiatives.
• →(Include any preferred computer skills, certifications, licenses, languages, etc.)
• →PMP, Agile, Scrum, Product Management, Change Management: proven leadership examples and/or ADKAR, or similar certification.
• →Previous people leadership experience and enterprise leadership projects considered an asset.

• Commercial Leadership (BUDs, NSDs, Sales Directors, Field Teams): Partners to gather requirements, optimize customer engagement processes, prioritize enhancements, and drive CRM adoption and business value. Frequency: Daily to Weekly.
• Marketing and Customer Engagement Teams: Collaborates to align CRM capabilities with customer engagement strategies, omnichannel initiatives, and customer journey execution. Frequency: Weekly.
• Medical Affairs and Other Customer-Facing Functions: Works to understand specialized engagement requirements and ensure CRM capabilities support compliant customer interactions. Frequency: Monthly.
• Commercial Excellence, Strategy, and Business Operations: Partners on business process improvement, performance measurement, field effectiveness initiatives, and strategic roadmap planning. Frequency: Weekly.
• Data & Analytics / DEC Teams: Collaborates on data governance, reporting, analytics, KPI standardization, and AI-enabled capabilities. Frequency: Weekly.
• Information Technology (JJT) and Product Teams: Partners on solution design, development, testing, deployment, support, and continuous improvement of CRM platforms. Frequency: Daily to Weekly.
• Compliance, Legal, Regulatory, Privacy, and Quality: Consults to ensure compliance with applicable policies, regulations, and governance requirements. Frequency: Monthly.
• Regional and Global CRM/Product Teams: Collaborates on governance, roadmap alignment, best practices, and platform evolution. Frequency: Monthly.
• Senior Leadership: Provides strategic updates, recommendations, business cases, and transformation progress reporting. Frequency: Monthly to Quarterly.
• CRM Vendors and Technology Partners: Partners on platform capabilities, product roadmaps, issue resolution, and solution enhancements. Frequency: Weekly.
• Consulting and Implementation Partners: Collaborates on transformation initiatives, process design, change management, and implementation support. Frequency: Weekly during active projects.
• External Service Providers and Data Partners: Coordinates technology, integration, and data-related support services. Frequency: Monthly.
• Industry Networks and Professional Communities: Participates in benchmarking and knowledge-sharing to identify emerging trends and best practices. Frequency: Quarterly or as needed.

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.

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