Johnson & Johnson Careers

[Consumer] - Consumer Care Manager

Mongkok, China
Customer Service

Job Description

Requisition ID: 1905773380W

Role Summary

The Consumer Care Lead for Hongkong, Taiwan and regional Consumer Insights is responsible for delivering outstanding services to J&J consumers. Responsibilities include oversight of all Hongkong & Taiwan business units in association to Consumer Care as well as the 3rd party vendor (TeleExpress). The CCC Lead will ensure Voice of the Consumer (VOC) throughout the organization, directly owning the delivery of consumer service across all channels of communication and consumer touch points. In addition, the Consumer Care Lead is responsible for the compliance in contact handling, applying to all legal, regulatory and J&J internal procedures. The Consumer Care Lead for Hongkong, Taiwan and regional Consumer Insights is responsible for the budget related to CC services (BMEs as well as SG&As). In addition to described tasks for Hongkong and Taiwan, the CC Lead is also responsible for the regional Consumer Insights generation process in APAC in close partnership with regional CC functions, CC Cluster leads as well as with the regional OMV (Office for Marketing Value).


Major Responsibilities

Under limited supervision and in accordance with all applicable laws/regulations, the Companies’ policies, procedures and guidelines, this position:

  • Own and manage assigned departmental budgets (SG&A and BME)
  •  Ensure quality and compliance in all actions
  • Vendor Management
  • Ensure vendor staff is trained, informed and is acting compliant regarding processes and products marketed in Hongkong and Taiwan
  • Manage vendor due to staffing, costs, efficacy in line with regional and global vendor strategy
  • Build, develop and maintain relationship with key stakeholders throughout the organization such as Medical, PV, QA, Regulatory, Marketing incl. Digital, Communications, Leadership teams and the regional Office for Marketing Value (OMV)
  • Drive consumer experience improvements.
  • Recommend product, process, policy and procedural changes based on analysis with a focus on improving the consumer experience and streamlining processes
  • Track and report positive/negative signal detection based on consumer contacts across the APAC region - Consumer Insights - and ensure results are shared with business partners
  • Provide excellence in digital support & E-Commerce
  • Seek out best practices (both internally and externally) and drive change with the goal of ensuring Consumer Care protect brand loyalty, ensure repurchase and position the function as fully integrated strategic asset
  • Participation in cross-functional teams to identify, prioritize and execute service improvements
  • Represent CCC at inspections and audits in Hongkong and Taiwan
  • Ensure product information from key internal business partners are acquired, and Consumer Care responses reflect brand essence and information effectively
  • Represents Consumer Care in global projects
  • Supports acquisitions and divestitures
  • Acts as pro-active change manager to drive organizational change 

Job Knowledge Requirements

  • Excellent verbal and written communication skills in local language as well as in English
  • Outstanding Customer service mindset
  • Ability to handle complexities
  • Ability to efficiently communicate with stakeholders and business partners across all levels of Global Consumer Healthcare
  • Strong knowledge of Consumer Healthcare Consumer Services
  • Demonstrates strong leadership qualities
  • Ability to make sound judgements, demonstrates Credo values.
  • Proven planning, organization and administration with strong attention to detail
  • Takes initiative / ownership
  • Self-motivated team player
  • Demonstrates outstanding commitment to Quality and Compliance
  • Capability to adapt to our fast-moving business
  • Comprehensive knowledge in data collection and analysis
  • Ability to translate consumer feedback into actionable consumer insights
  • Very good understanding of digital channels and related dynamics

see above
Primary Location
China-Hong Kong S.A.R.-Mongkok-
Johnson & Johnson (Hong Kong) Ltd. (8060)
Job Function
Customer Service
Requisition ID