Johnson & Johnson Careers

CS Lead MD Emerging Markets

Zug, Switzerland; Belgium; United Kingdom; Ireland
Customer Service

Job Description

Requisition ID: 1905734820W

The DELIVER organization strives to deliver an exceptional customer experience through leading critical customer-facing functions such as distribution, customer service, logistics, and transportation across the Johnson & Johnson Family of Companies.


DELIVER supports all three sectors of Johnson & Johnson: Medical Devices, Pharmaceutical, and Consumer Products, and DELIVER EMEA manages a complex network of Distribution centers (DCs) and Customer Service centers across Europe, the Middle East, and Africa supporting multiple distribution channels to J&J’s broad range of customers. Since 2013, DELIVER has undertaken a complete review of its network and consolidated its footprint while driving best-in-class distribution operations and leveraging a third-party logistics sourcing base.


Market Group Customer Service Lead Emerging Markets Medical Devices


Scope: CEE, South Africa, ME and International Customer Service. Indirectly ME, Turkey and Russia

Role location: Belgium, Switzerland, UK-I or any other key DELIVER location 


•            Build and support a high performing team to enable day-to-day execution of Medical Devices Customer Service in the markets in alignment with segment priorities.

•            Align to the best practices in business process to allow an efficient and effective way of managing customer order fulfillment and complaint resolution.

•            Drive self-service through automation channels to drive business efficiencies and improved order accuracy.

•            Support the MD value creation in driving a higher OTIF-D performance, PAC and increasing NPS.



•            Leads Customer Service operations in market group; provides guidance based on strategic direction taken with / by Customer Service Lead

•            Enables Medical Device Market Leads to set and run day-to-day operations in accordance with SLAs and aligned with Segment Deliver Lead

•            Manages Customer Service organization via metrics and drives continuous improvement agenda

•            Proactively surfaces and resolves key issues with a sense of urgency, demonstrates continuous improvement including footprint, resource management, leveraged value

•            Establishes harmonized and effective processes to drive interaction and E2E customer insight sharing

•            Uses data to understand the key pain points and innovates to address accordingly

•            Develop a high performing team with a culture of customer advocacy and accountability.

•            Responsible for International Customer Services


Education and/or additional training: BA required; Advanced degree preferred.

Experience and functional competencies:

•            Minimum of 8 years’ experience in relevant leadership roles

•            Experience working in a global function and matrix environment

•            Deep expertise across core order fulfillment processes

•            Demonstrated capability in executing Customer Service management

•            Capability in core order fulfillment systems

•            Track record of developing and building diverse, high-performance teams with a strong sense of mission

•            Ability to promote a vision and drive change to transform organizations via strong engagement/communication

•            Ability to collaborate and build strong partnerships internally and externally with customer focus

•            Possesses skills to build an organization embracing a culture of functional excellence, continuous improvement, customer relationship management across segments, and E2E orchestration

•            Demonstrated ability to manage complexity across a broad portfolio of customers and channels

•            Demonstrated impact on roles requiring orchestration and influence; E2E mindset and collaborative, influence-based leadership approach

Primary Location
Other Locations
Europe/Middle East/Africa, Europe/Middle East/Africa-Belgium, Europe/Middle East/Africa-United Kingdom, Europe/Middle East/Africa-Ireland
Cilag GmbH International (8525)
Job Function
Customer Service
Requisition ID