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Job Description:

CUSTOMER COLLABORATION LEAD - MedTech MÉXICO

The Customer Collaboration Lead will be responsible for developing and managing the portfolio of customer collaboration solutions in the cluster, in close collaboration with SAM, Commercial, Planning and RDO teams.

This position aims to improve supply chain synchronization between customers and J& J, increase collaboration maturity and maintain the promise made by J& J to our customer, constantly looking for new opportunities and market trends.

Essential duties and responsibilities:

- The Customer Collaboration Lead will support the Customer Collaboration Business Partners to facilitate customer support activities related to Automation, Project Management, Digital Customer Collaboration-IGNIS initiatives, VOC-voice of customer or CES-Customer Experience Survey, Customer Analytics;

- Will lead the implementation of solutions according to the prioritization defined with the Strategic Account Managers, to improve the overall synchronization of the supply chain;

- Will actively lead the Collaborative Programs in selected SAM Customers (with SAM Directors), using this forum to implement improvements plan based on each customers needs, also monitoring important scores from costumers ensuring a protection and loyalty mechanism for Johnson & Johnson MedTech (competitive advantage);

- Key account relationship management: routine customer visits to monitor and manage customer satisfaction, support to ensure service level, improve processes to ensure efficiency, increase the level of maturity of the collaboration between J& J and key accounts (strong customer´s relationship);

- Involve RDO and Planning teams in service level/KPI analysis and action plan development to maintain customer promise and ensure service level improvement;

- Development of the Playbook implementations that can be offered to customers in collaboration with Health Care Compliance areas, following J& J guidelines for the approval, communication and maintenance of solutions;

- Active monitor a diverse portfolio of solutions implemented in clients looking for opportunities to innovate based on customer needs, working closely with the Innovative Solutions team;

- Creates and deploy Digital Customer Collaboration initiatives (may come from IGNIS or not), identifying opportunities and Benchmark new trends that will require new technologies (such as EDI/CMI/VMI implementations or others);

- Support the development of the order automation strategy, being the focal point of key accounts and providing knowledge of new tools and partners to integrate them into the J& J portfolio;

- Support Order Journey visibility initiatives to deliver full order status visibility to our customers, to serve as better partners, build trust and increase brand loyalty;

- Coordinate and Lead CES-Customer Experience Survey (external) and VOC-Voice of Customer (internal) with multiple stakeholders, reviewing accounts and contacts with Customer Service and commercial teams, ensuring participation to achieve the number of surveys objectives, sharing ideas with stakeholders and leading the development and implementation of an active and continuous improvement action plan;

- Will active look for new logistics solutions needs based on the cluster needs, such as strategic implementation of electrical cars or returnable boxes;

- Presentation of data in a format that allows management to make strategic decisions, i.e., creation of an executive summary.

- Conducts troubleshooting and root cause analysis for complex issues using company-specific knowledge of products, processes and contacts and develops recommendations for resolution.

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:

- Autonomy and proactivity;

- Leadership by influence;

- Ability to make quick decisions and solve problems;

- Management of multiple sources of information and changes;

Job Requirements

Essential knowledge and skills:

- University/Bachelor’s Degree or Equivalent;

- 6 to 8 years of relevant experience;

- Knowledge of Microsoft Office: Excel, PowerPoint;

- CRM, ERP vs Specific Technology (CIC, SFDC, SAP, JDE, PRMS, etc);

- Spanish and English advanced

- Project Management certification

- Technical Skills: Six Sigma - Lean Tools, APICS.