Johnson & Johnson Egypt is recruiting for Customer Experience Lead be located in Cairo, Egypt.
Job Description
Johnson & Johnson Egypt is recruiting for Customer Experience Lead be located in Cairo, Egypt.
Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.
Thriving on a diverse company culture, celebrating the uniqueness of our employeesand committed to inclusion. Proud to be an equal opportunity employer. And our culture is interconnected by the shared values of Our Credo. It’s a culture that celebrates diversityand diverse perspectives. It helps employees achieve an effective mix between work and home life and supports their efforts to have a positive impact on their communities.
Summary Of The Job
The main task of a Customer Experience Lead in Janssen is to position the CRM as the day-to-day business enabler to the commercial and field medical team.
The CE Lead will be responsible for enhancing CRM user experience through training and technical support.
In addition, the CE Lead is responsible for supporting the business to take well-informed decisions by providing insightful and actionable CRM performance reports.
Duties & Responsibilities
Manages the CRM system on a local basis
Respond to users technical/Business question
Create, update and train new users on CRM as per the training matrix.
Troubleshooting issues locally, if required escalate to the technical team
Overseeing CRM users Support group
Preparing a monthly dashboard to track the activity of the CRM users
Extracting ad hoc and monthly reports from the CRM system
Validating new “data requests”
Supporting the launch of new modules in the CRM
Expanding the coverage of CRM to other regional countries
Train the end user on the new CRM capabilities
Manage all the integrated digital platform with the CRM system like VeevaVault, JMC. ..etc
Handling eDetailing progression with external agencies
Drive incentive calculation process end to end.
Main performance measures (Performance Goals)
CRM user’s satisfaction.
Timely handling of CRM issues.
Customer Interactions Excellence Index
Qualifications
Experience Required
Education: Bachelor Degree in Pharmaeutical Sciene, Engenieering , or Business.
Experience; minimum 2 years in CRM Position in multinational Company
Language: English (Very Good commend spoken and written)
Location: Cairo
Relocation availability:
Leadership Behaviors Required
LIVE OUR CREDO:Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and Ensures everyday actions contribute to Our Purpose
CONNECT:Builds internal and external relationships based on respect, Collaborates openly across boundaries and acts as a team player.
SHAPE: Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.
Grow: Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.
Technical/Functional Skills Required
High customer service orientation.
Highly self-motivated.
Proven ability to drive change and business engagement.
Good interpersonal skills and strong team-player.
Ability to develop effective relationships with key stakeholders within the organization.
Very good understanding of systems, business processes and organization’s goals and objectives.
Advanced level skill set of Microsoft Office Suite.
Strong experience in data mining, spreadsheets, graphs and flow charts.
Ability to troubleshoot issues and resolve incidents.
Good analytical, mathematical and creative problem-solving skills.
flexibility in the travel time, expected 20%
Salesforce experience.
