Johnson & Johnson Careers

Customer Excellence Director

New South Wales, Australia
Business Development

Job Description

Requisition ID: 1805676175W

Be Vital to this role:


The Customer Excellence Director leads the Customer Excellence team providing strategic direction for Janssen ANZ, enabling enterprise wide capabilities, and guiding behavioural change elements involved in creating a Customer focused organization. The role is focused to deploy competitive capabilities that enhance the value Janssen delivers to its customers represented across four key areas;

  • competency frameworks for our customer-facing teams, including learning and development
  • multi-channel digital marketing
  • sales operations and customer performance;
  • research of customer performance relative to competition deployed and standardised across sales, marketing and medical specialty teams.

Reporting to the Executive Director, Business Strategy & Operations this role works closely with the Management team to develop organization priorities in Customer Excellence and ensure their execution. 


Be valued for who you are:


·        Tertiary qualifications in a related field i.e. communications, science, medicine or 


·        Minimum 5 years of pharmaceutical industry experience

·        Minimum 3 years line management experience

·        Proven success in previous senior leadership roles (sales, marketing, market access,   

         customer excellence, etc)

·        Proven success in previous senior leadership roles (sales, marketing, market access, 

         customer excellence, etc)

·        Understanding of core customer excellence components such as Customer Loyalty 

         model, Net Promoter System, Account Management, organisation capability build

·        Demonstrated comfort with ambiguity and working in an emerging area of the business

·        Expertise with digital technology platforms

·        Excellent verbal & written communication skills

·        Strong cross functional collaboration, influencing and persuasion experience 

·        Understanding of relevant industry codes and regulations

·        Strong/proven people management experience

·        Enterprise-wide understanding of key priorities and strategy

·        Understanding of MA code 


  •          MBA
  •          Understanding of Account Management Excellence & its benefits
  •          Understanding of Customer Loyalty models and NPS
  •          Understanding of market research methodologies
  •          Experience with SalesForce CRM capabilities
  •          Strong change management skills
  •          Strong data & analytical skills

Be part of something bigger than yourself in the Johnson & Johnson Family of Companies:



Janssen is driven by dedication to product innovation, customer focus, and organizational excellence. From research to real-life solutions, Janssen has a long track record in developing and marketing treatments that make a real difference.

please apply online using the link below. You will receive an automated email confirming receipt of your application. Every application is reviewed by the Talent Acquisition team and candidates will receive notification of the outcome of their application in a timely manner.  


Agencies please note: this recruitment assignment is being managed directly by Johnson & Johnson’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.




Primary Location
Australia-New South Wales-
Janssen-Cilag Pty Ltd (7490)
Job Function
Business Development
Requisition ID