Associate Director, Customer Master – Commercial Business Owner

Purpose

The Associate Director, Customer Master owns the strategy, priorities, and governance for customer and account master data across Johnson & Johnson Innovative Medicine (JJIM). This Commercial functional leader connects sales, marketing, sales operations, account management, and analytics to align business needs and drive adoption of trusted customer and account information. Within Strategy, Analytics and Transformation (StAT), the role aligns business rules for Healthcare Organization (HCO) hierarchies and relationships and Healthcare Professional (HCP) affiliations, considering impacts on account planning, targeting, field execution, and reporting. It partners with Commercial teams, Information Technology (IT), data stewards, and vendors to resolve issues and, with the Director, Data Management, oversees data acquisition, contracting, and investment value. As business owner of the HCP and Account Data Product—the source of truth for HCP and Account data—the role owns the vision, roadmap, requirements, prioritization, acceptance, and adoption. Success means trusted information, timely issue resolution, consistent Commercial use, and measurable business value. This is a business ownership role; technical teams own solution design, configuration, and implementation.

Primary Responsibilities

Commercial Strategy & Cross-Functional Business Ownership

• Own the Commercial business strategy for customer and account master data, ensuring it supports sales, marketing, sales operations, account management, and commercial analytics priorities.
• Connect needs across Commercial functions, identify dependencies and downstream impacts, and align stakeholders on shared customer definitions, account hierarchies, affiliations, and business processes.
• Define the business requirements and acceptance criteria for a single, trusted view of customers and accounts; partner with IT and data teams on solution options without owning technical design or development.
• Assess how customer and account changes affect Commercial workflows, including customer relationship management (CRM), targeting, account planning, and reporting; align business priorities and readiness across impacted teams.
• Own business governance and decision-making for customer and account data, including standards, appropriate use, change approvals, and resolution of competing functional needs.

Business Governance & Operational Oversight

• Lead business oversight of customer master operations and outsourced stewardship; define and approve business policies for customer identification, duplicate resolution, and authoritative sources, with technical implementation owned by IT and delivery partners.
• Track service performance, business risks, and improvement priorities; communicate decisions, progress, and business value to Commercial stakeholders and leadership.
• Agree on business-relevant data quality expectations with functional owners and establish clear accountability, documented processes, and controls for ongoing maintenance and appropriate use.
• Oversee data change requests (DCRs), prioritize resolution based on Commercial impact, and ensure affected teams understand decisions and downstream implications.
• Partner with business users, data stewards, IT, and vendors to identify root causes of recurring customer and account issues and drive sustainable process improvements.

Data Product – Business Ownership & Adoption

• Define the business vision, goals, roadmap, and value measures for the Account Data Product, aligned with Commercial priorities.
• Identify and prioritize cross-functional use cases, balancing business value, urgency, dependencies, and the needs of multiple Commercial teams.
• Drive business readiness, stakeholder communications, and adoption; track usage, user feedback, and realized business value.
• Translate Commercial needs into clear business requirements and acceptance criteria; align business users and IT on priorities and validate that delivered capabilities meet business needs.

Qualifications

Education: BA/BS undergraduate degree or equivalent in Business, Technology, Analytics or Health Sciences is required. A master’s degree or equivalent experience is an asset.

Experience and Skills

Required:

• 7+ years of experience within the pharmaceutical or life sciences industry, including substantial experience in Commercial functional roles such as sales operations, commercial operations, marketing operations, account management, commercial excellence, or commercial analytics with direct business process ownership. Technical delivery experience alone does not meet this requirement.
• Working knowledge of pharmaceutical customer and account data and how Commercial teams use it, including HCO hierarchies, HCP affiliations, and syndicated or secondary data.
• Ability to assess the business relevance, quality, and limitations of sources such as IQVIA, Veeva, Definitive Healthcare, American Hospital Association (AHA), American Medical Association (AMA), or MedPro.
• Strong business analysis and decision-making skills, including the ability to interpret data quality and service measures, assess business impact, and communicate recommendations using PowerPoint, Excel, and Word. Hands-on coding, data engineering, and technical infrastructure expertise are not required.
• Demonstrated ownership of cross-functional Commercial initiatives, including aligning stakeholders, setting priorities, resolving trade-offs, and driving adoption and measurable business outcomes.
• Ability to connect the dots across Commercial functions and explain how customer and account decisions affect upstream and downstream processes, teams, and therapeutic areas.
• Experience translating business needs into requirements, business rules, and acceptance criteria, and partnering effectively with IT and data teams.
• Strong written and verbal communication skills, including the ability to explain complex customer and account issues in business terms and influence stakeholders without direct authority.
• Strong customer focus and relationship-building skills, with experience facilitating decisions across functions with different priorities and resolving business issues collaboratively.
• Experience managing vendor or outsourced service relationships, including setting business expectations, monitoring service quality, and resolving escalations.

Preferred:

• Demonstrated interest in applying emerging capabilities, including AI, to improve Commercial processes and customer/account information, with a focus on business value and responsible use rather than technical development.