Johnson & Johnson Careers

EMEA Cell & Customer Journey Manager

Belgium; Switzerland; Italy; Germany; Spain; France; United Kingdom
Product Management

Job Description

Requisition ID: 00001E6U

The Cell & Customer Journey Manager, reporting to the CAR-T IBVT Leader, designs, develops and rolls-out the EMEA commercial strategy and tactics of the Janssen CAR-T service offering around our pipeline asset JnJ-4528 in Multiple Myeloma. The candidate will deep-dive into the current / future CAR-T cell and customer journey in multiple myeloma, identify possible pain points and design solutions to address those gaps while looking for innovative opportunities to differentiate and support the JnJ-4528 ambition to become the CAR-T of choice in Multiple Myeloma.
Working closely with the IBVT, the Global Commercial Organisation, Supply Chain, Local Operating Companies and other cross-functional stakeholders and teams (JJHWS), the candidate will lead solution strategy development and tactical implementation tools and materials to drive optimal launch and adoption. In addition, the candidate will be responsible for monitoring and analysing the performance of the solution development and implementation.
In this role, the Cell and Customer Journey Manager will collect insights from key stakeholders with a very customer-focused mindset in order to identify opportunities and risks within current plans and to ensure the solution meets unmet customer needs. The candidate will conduct research, listen to the customer voice and aim to simplify the lengthy and complex process of the “cells journey” by designing meaningful and implementable solutions.
Areas of focus will be a “right-glove” service offering around JnJ-4528, looking into the right customer interfacing model while at the same time designing digitally enabled solutions that could potentially drive differentiation and ease of adoption by HCP’s, clinics and other related stakeholders. The cell and customer journey manager will also work in collaboration with other functions (GCO, supply chain, quality) to support an optimal transition of sites from clinical trial to commercial sites while supporting the OpCo’s in setting up their Go-To-Market model and “right glove” service offering.
  • Develops and rolls-out at a “Right Glove” service offering around our CAR-T asset ensuring alignment to business objectives/strategies.
  • Works with BI to conduct research on service options to: Clinics, HCP’s, Other stakeholders (not patients)
  • Works in collaboration with Supply Chain, Quality, GCO, HCBI, legal, JJHWS to design an EMEA-wide modular service package, looking at different EU country Archetypes
  • Works in collaboration with the Cell Therapy Patient Engagement Mgr on a holistic service offering
  • Executes the solution strategy and works in close collaboration with Operating Company Brand Teams to prepare and implement commercial solution activities as defined in the brand plan, working within agreed budget and resource allocation, continuously looking for synergies and sharing best practices across Operating Companies to increase effectiveness and efficiency.
  • Supports the EMEA IBVT in ensuring that the solution is developed and positioned within the Value Excellence framework and into all aspects of the Local and Regional commercial strategy and tactics.
  • Identifies and prioritizes customer requirements to shape/define technology and content needs.  Partners with cross-functional team to ensure that the solution meets the defined unmet customer needs and key stakeholders realize the economic and value proposition. 
  • Leads implementation of solution at customer site (if needed), including:
    • Frequent and close contact with multiple health care professional stakeholders including visits/physical presence at site
    • Interactions such as presentations, problem solving, working sessions, and solution and technology training
    • Monitoring systems and metrics to reflect solution performance and implementation effectiveness
  • Analyses information gathered to identify opportunities and risks within current plans to enable early insights and development of corrective measures.
  • Leads development/execution of training materials and implementation guides.
  • Contributes to the development of evidence generation plan and market access strategies.
  • Leads change management by gaining understanding of local cultures, economies and pressures having impact on the business.
  • Develops relationships with key scientific and business opinion leaders.
  • Continuous external focus to gather insights and priorities for external innovation and broader priorities of healthcare systems.
  • Work continuously to identify/leverage new trends (i.e. user centred design, outcomes contracting etc.)

Key interactions



  • Op.Co. CVT’s
  • Integrated Brand Value Team Members
  • Global Commercial Strategy Leaders (GCSO)
  • Therapeutic Area Strategy Team (TAST) Leaders
  • Regional Supply Chain
  • J&J Health and Wellness Solution (JJHWS)
  • Regional Key Opinion Leaders
  • Customers (e.g. Hospitals, Payers, etc.)
  • External agencies and vendors


  • Ensures safety reporting requirements (timely AE/PQC reporting) as set out in company policies and SOP’s (Standard Operating Procedures) are met and appropriately managed when planning projects, developing materials, executing projects and contracting vendors;
  • Ensures HCC and legal requirements are fully understood, appropriately managed and complied with when planning projects, developing materials, executing projects and contracting vendors.




  • Bachelor’s degree required. An advanced degree in business, life sciences or process operations management is preferred.
  • A passion for technology and experience with healthcare technology strongly preferred.  Expertise in commercial/operational functions of health systems is required. 
  • Proven ability to execute complex change management programs, motivate and mobilize teams and organizations preferred.  Experience in start-up or high growth company environment is preferred. 
  • Experience in process operations (design, execution, management)
  • Self-motivated with a proven ability to follow through on commitments using strong time-management and organization skills and a service orientated and entrepreneurial mindset with a talent for addressing complex customer needs required. 
  • Strong leadership and communication skills are required. 
  • Excellent interpersonal and team skills are required. 
  • Proven ability to effectively navigate matrix organizations and ability to work across cultures and business environments is required. 
  • Prior experience managing budgets and external partners/vendors.
  • Experience presenting to senior management.
  • Must exhibit behaviours aligned to the Credo and our J&J Leadership Imperatives:  Connect, Shape, Lead, Deliver.
  • Knowledge of and adherence to J&J Credo Values, SOPs, Policies and Guidelines.
  • A minimum of 5+ years of professional experience required. 
  • Customer-facing experience required. 
  • In-depth knowledge of EMEA healthcare industry and market including an understanding of key stakeholders, delivery care models, and therapeutic area.
  • Sales and account management experience.
  • High level planning or business planning experience.
  • Experience in the Multiple Myeloma space and/or CAR-T prior experience is a plus but not pre-requisite.
The role is Central Europe based and will involve travel up to 50%
It is anticipated that the role holder will be based in his/her current country of residence as long as easy access to travel/transportation and local hosting is available at a Janssen office.

Primary Location
Other Locations
Europe/Middle East/Africa, Europe/Middle East/Africa-Switzerland, Europe/Middle East/Africa-Italy, Europe/Middle East/Africa-Germany, Europe/Middle East/Africa-Spain, Europe/Middle East/Africa-France, Europe/Middle East/Africa-United Kingdom
Janssen Pharmaceutica N.V. (7555)
Job Function
Product Management
Requisition ID