Director, APAC, Business Process Owner - Global CRM Transformation

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:

Sales Enablement

Job Sub Function:

Sales Effectiveness

Job Category:

People Leader

All Job Posting Locations:

Chiyoda, Tokyo, Japan, Singapore, Singapore

Job Description:

Johnson & Johnson is searching for the best talent for Director, Business Process

Owner & CRM Lead (APAC) to join our Commercial organization in the Asia Pacific

region.

At Johnson & Johnson Innovative Medicine, what matters most is bringing our

innovations one step closer to the patients we serve. We focus on treating, curing, and

preventing some of the world’s most complex and serious diseases. To do this well, we

must continually improve how our teams work, how they engage customers, and how

technology supports those interactions.

The CRM Business Process Owner is the single APAC program owner accountable end

to-end for the CRM consolidation across Japan, North Asia, SEAI, ANZ. This role has

APAC decision authority for scope, sequencing, delivery, and trade-offs for the CRM

program and is responsible for regional strategy, execution, governance, and value

realization. The Business Process Owner operates as the overall CRM program lead and

drives outcomes through influence, governance, and market-enabled delivery.

Core purpose and impact

• Provide clear, single-point APAC leadership and decision-making for the CRM

consolidation and transformation program.

• Translate global platform direction into an APAC roadmap that balances regional

localization, regulatory needs, and commercial priorities.

• Ensure the program delivers measurable CX, data, adoption, and commercial

outcomes across APAC markets.

Key responsibilities (summary)

• End-to-end program ownership for CRM in APAC: strategy, roadmap,

sequencing, execution, scale, and value realization.

• Serve as the Commercial Designated Responsible Individual (DRI) for CRM in

APAC and collaborates closely with Global TMO and across regions.

• Define and own APAC product strategy, prioritization, and single APAC backlog

with clear acceptance criteria and localization requirements.

• Approve APAC-level market sequencing, scope decisions, and go/no-go

escalations; establish and apply readiness criteria.

• Lead migration strategy and design closely partners with Technology team

including data migration, integrations, cutover, pilot validation, and post-cutover

support.

• Establish and run APAC governance (steering committee, working groups,

escalation path) and represent APAC in global forums.

• Coordinate cross-functional delivery in partnership with business technology

across Markets Commercial, Medical, Commercial Excellence, Legal, Regional

and Market IT, and external vendors/system integrators.

• Drive adoption, training, change management, and sustainment strategies

across markets (enable market leads and Associate Directors to execute).

• Define, track, and report APAC KPIs for CX, adoption, data quality, operational

efficiency, and commercial metrics.

• Manage risk, compliance, and regulatory signoffs for APAC deployments; ensure

privacy and localization requirements are met.

• Manage APAC vendor/SI relationships for program delivery and performance;

escalate contractual, resourcing, or budget issues to VP Commercial Excellence

as needed.

• Own APAC CRM program budget governance: manage the regional business

budget, work with finance partner to track spend vs. plan, and ensure benefits

realization aligns to investment.

• Accountable for intervening when delivery, adoption, or outcomes fall short,

including resetting plans, revising sequencing, reallocating resources, or directly

resolving market or functional blockers.

Leadership competencies (required)

• Enterprise Mindset: Balances APAC and global platform outcomes; optimizes for

cross-market value.

• Decisive, Outcome-Driven Leadership: Makes timely trade-offs and drives

accountability for measurable results. 

• Accountability Under Ambiguity: Operates effectively when information is

incomplete, alignment is evolving, and outcomes carry visible consequence.

• Influence Without Authority: Aligns senior stakeholders across a complex global

& regional matrix.

• Change & Transformation Leadership: Proven capability to lead adoption and

behaviour change across large, diverse markets.

• Customer & Value Focus: Anchors decisions in CX, data integrity, and

demonstrable business impact.

• Talent & Team Enablement: Builds, coaches, and enables high-performing

matrixed teams and market leaders.

Success metrics (examples)

• Deliver APAC consolidation roadmap and rollout sequencing.

• Deliver launch sequence across APAC in line with global regional program.

• Adoption and productivity gains demonstrably attributed to CRM.

• Measurable CX uplift and improved single customer view across APAC.

Required qualifications

• 10+ years of product or program leadership

• Demonstrated delivery of multi-market CRM/CX consolidations or migrations.

• Proven executive stakeholder influence.

• Strong understanding of field execution and CRM platforms, integrations, APIs,

and data governance best practices.

• Experience navigating localization, privacy, and regulatory requirements across

APAC markets.

• Excellent English communication skills; additional regional languages

advantageous.

• Comfortable operating as the program owner who drives outcomes through

governance and influence.

Preferred qualifications

• 3+ years operating in APAC regional roles.

• Experience with platform consolidations across 4+ markets in APAC.

• Practical experience with CRM platform(s) & customer engagement

• Prior experience leading migration cutovers in complex regulatory environments.

Why this role matters

This is the APAC program owner role for a strategically critical CRM consolidation and

CRM transformation. The successful candidate will enable a single customer view

across diverse markets regionally and globally, deliver measurable CX and commercial

benefit, and create an enduring foundation for scalable field execution — all while

operating as a program owner who empowers market delivery through governance and

influence.

About Innovative Medicine 

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.

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

Required Skills:

Preferred Skills:

Coaching, Collaborating, Continuous Improvement, Developing Others, Efficiency Analysis, Fact-Based Decision Making, Inclusive Leadership, Leadership, Marketing Integration, Market Savvy, Operations Management, Process Optimization, Productivity Planning, Sales Enablement, Sales Support, Solutions Selling