Manager, Omnichannel

Ethicon US LLC is recruiting for a Manager, Omnichannel - Integrated Customer Experience , located in Raritan, NJ or Cincinnati, OH.

Job Summary:

Omnichannel is a critical growth accelerator for J&J MedTech, rooted in insights to deliver a personalized, seamless engagement for customers. The Manager, Omnichannel - Integrated Customer Experience is responsible for operationalizing the Integrated Communications Planning process for Ethicon US. The position resides within the Digital & Marketing Innovation team and will partner with multiple functions (e.g. Marketing, Education, Sales, Business Insights, Communications, Global Strategic Marketing) to pull-through a more customer-centric, coordinated approach. This includes defining customer segments, partnering with teams to build tailored content and complete customer journey maps across platforms/Business Units/functions. The Manager will also measure results and provide recommendations for ongoing optimization; manage key agency relationships and monitor competitive communications activity.

Key Responsibilities:

• Operationalize/Implement Ethicon US Integrated Communications Plan approach with partners including: Marketing, Sales, MedTech, Business Insights, Communications, GSM.
• Prepare for and lead quarterly Integrated Communications Planning governance with key partners; recap for leadership.
• Drive deeper customer understanding (by segment) to create a seamless experience across digital, remote, and in-person channels.
• Coordinate cross functional teams (e.g. Marketing, MedTech) to develop and execute customer journeys, based on specific segments and moments that matter; should include non-personal initiatives, tailored messaging, channel strategy & implementation aligned to business strategy.
• Develop & maintain Ethicon-level messaging calendar by customer segment.
• Establish and monitor performance metrics across the customer journey, aligned to business strategy. Deliver quarterly metrics reports and lead quarterly cross-functional meetings to review and drive improvements.
• Ongoing optimization of Integrated planning framework and governance process.
• Support adoption / pull-through of Omnichannel across the organization.
• Prepare and influence teams (e.g. Marketing, MedTech, etc.) to become Omnichannel practitioners: integrated comms planning, media and creative briefing process.
• Collaborate with Global Digital team on ETHICON US social presence.
• Guide measurement of quality, timeliness, and cost-effectiveness of customer engagement programs and ensure ongoing effectiveness and efficiency of commercial mix.
• Manage key agency relationships including: selection, building relationships with agency management/team, and performance evaluation.
• Monitor competitive communications activity and refresh market analysis.

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