Manager, CRM Evolution and Optimization
- Salary
- CA$112.2K–CA$162.2K
- Hiring from
- Canada
- Work type
- Hybrid
- Posted
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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:
Sales EnablementJob Sub Function:
Sales EffectivenessJob Category:
People LeaderAll Job Posting Locations:
Toronto, Ontario, CanadaJob Description:
Johnson & Johnson Innovative Medicine is recruiting for a Manager, CRM Evolution and Optimization located in Toronto, CA.
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.
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.
Brief Role Summary
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.
Key Responsibilities:
- CRM Product Ownership & Strategy: Own the Canadian CRM product roadmap and strategy, translating business needs into prioritized capabilities and ensuring alignment with global CRM initiatives, commercial objectives, and future platform evolution.
- Business Partnership & Commercial Process Leadership: Act as the primary liaison between field commercial teams, business leaders, and functional partners to understand customer engagement processes, gather requirements, optimize workflows, and drive business value through CRM capabilities.
- CONNEXT Transformation & Project Leadership: Lead the Canadian transition from iCONNECT to CONNEXT, including requirements definition, design, testing, deployment, governance, and coordination across local and global stakeholders.
- Data, Analytics & AI Enablement: Ensure CRM data quality, governance, and integration with OneLogic to support standardized reporting, trusted insights, AI-enabled automation, and future advanced analytics capabilities.
- Change Management, Adoption & Communications: Drive stakeholder engagement, communications, training, adoption, and continuous improvement initiatives to ensure successful implementation and sustained business value from CRM capabilities.
- Vendor, Governance & Cross-Functional Collaboration: Manage relationships with technology vendors and consulting partners while collaborating across commercial, medical, analytics, and regional/global teams to ensure effective governance and delivery.
Other Duties and Responsibilities
- 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.
Required Qualifications:
- Bachelor's degree required.
- Minimum 8 years of related experience in pharmaceutical sales or marketing, commercial operations, CRM, sales enablement, data & analytics.
- Minimum 3 years of experience leading cross-functional projects, programs, products, or business transformation initiatives.
- Minimum 2 years of national or regional sales leadership experience.
- Strong understanding of pharmaceutical commercial operations, CRM-enabled business processes, and customer engagement strategies.
- Strong understanding of pharmaceutical sales selling journey and processes.
- Demonstrated expertise in business process design, optimization, and continuous improvement.
- Proven project and program management experience leading complex cross-functional initiatives and business transformations.
- Strong change management capabilities, including stakeholder engagement, communications, training, and adoption planning.
- Excellent communication, facilitation, presentation, and influencing skills with the ability to engage stakeholders at all organizational levels.
- Knowledge of data governance, analytics, reporting, and AI-enabled business capabilities.
- Strong strategic thinking, problem-solving, and decision-making skills.
- Ability to lead through influence and collaborate effectively in a highly matrixed environment.
- Aspiration for continued leadership development and progress to greater responsibility. This role provides great exposure to critical capability in the future.
- Approx 2x month for engagement with field teams outside of GTA.
Preferred Qualifications:
- 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.
Key Working Relationships:
- 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.
We provide an inclusive work environment where each person is considered as an individual. If you require any accommodation at any point in the recruitment process, please let us know and we will work with you in an effort to ensure that you are able to fully participate in the process.
Required Skills:
Preferred Skills:
Coaching, Collaboration, Developing Others, Efficiency Analysis, Inclusive Leadership, Leadership, Marketing Integration, Market Savvy, Operations Management, Process Optimization, Sales, Sales Enablement, Sales Support, Solutions Selling, Strategic Thinking, System Integration, Team Management
The anticipated base pay range for this position is :
$112,150.00 - $162,150.00Additional Description for Pay Transparency:
As applicable for the role - Under current guidelines, this position is eligible for a discretionary performance bonus. The Company uses Artificial Intelligence in its assessment of applicants. This job posting is for an existing position.About Us
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 https://www.jnj.com/.
