Senior Director, Customer Engagement-Lung

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Pharmaceutical Sales

Job Sub Function:

Key Account Management – Pharm (No Commission)

Job Category:

People Leader

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is recruiting for a Senior Director, Customer Engagement-Lung to be located in Horsham, PA.

About Oncology

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Our Oncology team is focused on the elimination of cancer by discovering new pathways and modalities to finding treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

The Sr. Director, Customer Engagement-Lung is accountable for driving integrated engagement and customer strategy across the Lung and Head and Neck portfolio, ensuring that enterprise priorities are translated into differentiated customer engagements that deliver business impact.

This role leads a coordinated deployment across multiple national field-based organizations, including Thought Leader Liaisons (TLL), and Group Product Director, Care Delivery ensuring a cohesive engagement strategy. This includes designing and enabling an orchestrated customer experience where healthcare providers receive the right information, from the right role, at the right time.

 

This leader plays a critical role in shaping and executing franchise strategy by synthesizing insights, identifying performance drivers and barriers, and shaping strategic decisions related to customer segmentation, engagement models, and resource allocation. The role ensures that brand and portfolio strategies are effectively translated into coordinated field actions that drive adoption, impact, and performance across the US Lung and Head and Neck market.

 

At an enterprise level, the role is responsible for advancing field effectiveness, business performance, and customer impact through data-driven decision making, execution discipline and cross functional alignment, while maintaining strict compliance boundaries. The position requires strong leadership in navigating complex, highly regulated environments, balancing growth objectives with integrity, and influencing cross-functional stakeholders to deliver a unified customer strategy.

 

Major Duties & Responsibilities

Additional responsibilities will include, but are not limited to, the following:

• Define a unified customer engagement strategy that coordinates across TLLs and Care Delivery team.

• Oversee thought leader engagement strategy and appropriate ways of working and delivering approved content and portfolio education

• Own execution strategy, which is aligned with portfolio strategic objectives.

• Implement and/ or support existing governance frameworks and escalation pathways to ensure appropriate separation between demand-generating and non-demand-generating roles; partner with Compliance, Legal, and Medical Affairs to define and evolve engagement standards.

• Lead and develop a multi-layer national field-based organization; reinforce role clarity, decision rights, and compliance-first expectations across teams.

• Enable a coordinated customer experience across roles (sequencing and timing) without directing non-promotional interactions; ensure appropriate insight sharing.

• Lead an integrated insights ecosystem while respecting data boundaries; ensure insights from non-promotional teams are aggregated/de-identified as required and are not used for individual sales targeting.

• Partner with Marketing, Medical Affairs, Market Access, and Compliance to align on customer priorities while maintaining strict boundaries on direction-setting for medical/educational interactions; act as a connector – not controller -of non-promotional teams.

• Build leadership capability in compliant engagement models; train teams on role-specific guardrails and scenario-based compliance decision making, and develop leaders who can operate in highly regulated, multi-role environments.
• Define unified engagement strategy across TLLs, and Care Delivery team with clear segmentation of promotional vs. non-promotional activities.
• Design orchestrated customer journeys so customers receive the right information at the right time via the appropriate role; coordinate sequencing without directing non-promotional interactions.

• Identify gaps in customer needs and deploy the appropriate resource (commercial vs. medical vs. education) in a compliant manner.

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• Implement governance frameworks and oversight mechanisms to ensure separation between demand and non-demand roles; establish escalation pathways for boundary risks.
• Ensure non-promotional roles operate with content independence, scientific integrity, and non-promotional intent; reinforce decision rights and appropriate information flow.

• Lead an integrated insights ecosystem while respecting data use constraints; ensure insights are aggregated/de-identified as required and not used for individual targeting or promotion.
• Lead and develop national field team and build a culture of compliance-first decision making.

• Oversee thought leader engagement ensuring appropriate, approved clinical education and role-appropriate content standards.

• Build leadership capability through training on role-specific guardrails and scenario-based compliance decision making; develop leaders for complex, regulated environments.

• Serves as a ‘talent scout’ for high potential, unique, diverse talent in background/experience to develop and deliver in the commercial business; balances competencies and capabilities with leadership aptitude in team selections

• Provides leadership, direction, coaching and feedback to team.  Builds trust and autonomy to enable team members to be successful.  Provides clear expectations and holds team and partners accountable to deliver results.

• Experience building team AI literacy and confidence, reinforcing trusted and responsible AI use and sound judgment is preferred.
• Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time is preferred.
  

Required Minimum Education:                                            

• A minimum of a Bachelor’s degree is required; MBA is preferred. 

• Biology/Scientific background is preferred.      

Qualifications:     

• Strong commercial experience including a minimum of 10 years business experience (Sales, Marketing, Key Account Management, Disease Area Education) of which at least 5+ years of demonstrated marketing experience is required.  

• US in-line experience on multiple brands, at various stages, in the product lifecycle, including product launch experience is required. 

• Demonstrated financial and business acumen required. 

• Proven experience working with Marketing agencies, Key Opinion Leaders, Hospitals/Treatment Centers, GPOs/contract employees is required. 

• Oncology experience is preferred.  
• Ability to define and execute an integrated customer engagement strategy across differentiated field roles.
• Demonstrated compliance leadership, including establishing governance frameworks, role guardrails, and escalation pathways.
• Strong cross-functional partnership skills with Commercial, Medical Affairs, Market Access, Legal, and Compliance, with clear boundary management.
• Ability to lead national, multi-layer field organizations; strong coaching and capability-building orientation.
• Data and insights stewardship mindset, including governed use of analytics/AI and appropriate aggregation/de-identification practices.
• Stakeholder management - Consistent track record in working across key internal/external stakeholders(s), influencing and negotiating:
  • Brand Partners (Prof Promo, patient experience, sales, market access)
  • Extended Team (Medical Affairs, Legal/Privacy, SCG) in delivering an E2E differentiated customer experience as one-team
  • Legend collaboration partners
  • Customers/certified centers; Treatment Center Coordinators and HCPs
• Business knowledge - Broad commercialization experience working at various steps of the value chain. 
  • Anticipates and addresses short and long term strategic planning scenarios
  • Financial acumen   
• Leadership
  • Strong communication and negotiation skills (verbal/written), ability to build and maintain reliable internal customer relationships.
  • Ownership mindset – proclivity for action and problem solving.
  • Comfortable in a matrix environment without direct line authority.
  • Agile learner with the ability to work effectively in complex, ambiguous, rapidly changing environments and to prioritize effectively.
  • People leader experience of remote teams
  • Experience leading large teams across a broad scope
  • Experience in managing multiple projects/priorities in parallel
  • Sense of urgency yet composed under pressure. Continuous learning mindset, rational experimentation
  • Internal/external benchmarking and best practice development
  • High degree of emotional intelligence and self-awareness

 

• This role will be based in Horsham, PA and may require up to 50% domestic and/or international travel. 

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation,  external applicants please contact us via https://www.jnj.com/contact-us/careers and internal employees contact AskGS to be directed to your accommodation resource.

 

 

 

Required Skills:

 

 

Preferred Skills:

Account Management, Alliance Formation, Business Alignment, Commercial Awareness, Customer Centricity, Customer Experience Management, Developing Others, Developing Partnerships, Inclusive Leadership, Interpersonal Influence, Leadership, Objectives and Key Results (OKRs), Personalized Services, Pharmaceutical Sales Marketing, Revenue Management, Sales Trends, Solutions Selling, Strategic Sales Planning