Director, Global CRM and Content Capabilities (DAM, Metadata, Content Intelligence and CRM)

Purpose

The Director, Global CRM and Content Capabilities is a strategic leader responsible for transforming how Johnson & Johnson Innovative Medicine manages, discovers, reuses, and activates content on an enterprise scale and delivers it through the CRM system. This role serves as the senior architect of the organization's content intelligence ecosystem, leading Digital Asset Management (DAM), metadata and taxonomy governance, content discoverability, and information architecture capabilities that power omnichannel engagement through the CRM (CONNEXT).

Reporting to the VP, Customer Engagement Transformation, this leader oversees the DAM librarian function and partners across Marketing, Medical Affairs, Market Access, Technology, CRM and agency partners to ensure content assets are structured, governed, measurable, and optimized for reuse.

Responsibilities

• Build, lead, and evolve a high-performing team of DAM librarians, metadata specialists, and information management professionals responsible for the stewardship of enterprise content assets.
• Establish best-in-class practices for cataloging, indexing, taxonomy management, metadata governance, archival strategies, and knowledge organization.
• Serve as the organization's thought leader in information architecture, librarianship, metadata science, and digital knowledge management, driving content discoverability, reuse, AI readiness, and enterprise content value.
• Oversee migrations/bulk uploads and ongoing asset health, asset lifecycle management including ingestion, curation, archival, de-duplication, metadata completeness, and quality controls.
• Ensure proper rights and usage metadata is captured and enforced across all assets.
• Own the end-to-end lifecycle of DAM platform, from initial implementation and configuration through ongoing support and enhancement.
• Serve as business product owner for DAM, managing roadmaps, backlogs, releases, and vendor relationships (e.g. Adobe, Veeva, system integrators).
• Monitor DAM adoption, performance, usage analytics, and business impact metrics to continuously improve platform value and user engagement.
• Define and govern enterprise taxonomy frameworks, including controlled vocabularies aligned to channels, audiences, claims, and customer journeys.
• Ensure consistent metadata capture at asset and component levels to support discoverability, reuse, and compliance.
• Lead metadata QA processes, completeness standards, and governance workflows to ensure tagging accuracy and integrity.
• Partner with content creation, operations, and agency teams to embed taxonomy standards within asset development and submission processes.
• Align taxonomy with enterprise data and measurement requirements to ensure interoperability across systems.
• Drive adoption and accountability across operational teams and vendor partners through governance, training, and performance management.
• Define and execute enterprise content reuse strategy across brands, channels, and markets.
• Establish reuse KPIs (e.g., reuse rate, duplicate asset reduction, time-to-find) and monitor performance.
• Ensure assets are created with reuse in mind, including modular components, variants, and source files.
• Partner with agencies and brand teams to enforce reusable asset standards and reduce redundant production.
• Drive continuous improvement of asset discoverability and usability through tagging and curation.
• Establish metadata schemas and tagging standards across DAM and connected platforms such as the CRM to support discoverability, reuse, interoperability, and compliance.
• Lead the evolution of metadata and taxonomy capabilities to support AI-powered search, content recommendation, generative AI in the CRM system.
• Evaluate emerging technologies and industry best practices in DAM, knowledge management, information retrieval, and content intelligence to enable content utilization, detailing and Closed Loop marketing in the CRM.
• Implement (with supervision from VP) CONNEXT Phase 2 for home office/in-house employees (e.g. global medical affairs) and the development organization in R&D.
• Establish scalable foundations for AI-ready content ecosystems through structured metadata and taxonomy governance.
• Partner with enterprise technology teams to advance semantic search, automated tagging, knowledge graphs, and intelligent content services.
• Partner with CRM teams across regions to enable reporting on content performance, asset effectiveness (message, format, channel), and reuse and duplication.
• Enable integration of content data across paid, owned, and CRM ecosystems for holistic performance measurement.
• Support development of dashboards and performance scorecards by ensuring high-quality, complete, and structured metadata.

Qualifications

Required Minimum Education: Bachelor's Degree in Computer Science, Engineering, Marketing Operations, Operations research.

• 8+ years of experience in content operations, DAM, marketing operations, or digital asset governance
• Deep working knowledge in CRM platforms (e.g., Salesforce), DAM (Adobe, Veeva Vault) and asset lifecycle management
• Proven experience designing and governing taxonomy, metadata frameworks, and tagging standards
• Strong understanding of content creation, approval, and distribution workflows in regulated environments
• Experience enabling content measurement through metadata, tagging, and analytics integration
• Experience with content technologies (Adobe, Veeva, Figma, etc.) & marketing analytics, content performance measurement, and data-driven decision-making
• Ability to connect content structure (taxonomy/metadata) to business outcomes (performance, cost, speed)
• Analytical mindset with ability to define KPIs and translate data into actionable insights
• Familiarity with omnichannel marketing ecosystems and content activation
• Knowledge of content creation-to-approval workflows (MLR) and regulatory expectations in a biopharmaceutical or regulated industry
• Exceptional stakeholder management skills with demonstrated success influencing senior leaders and cross-functional teams in a large, matrixed organization
• Excellent verbal and written communication; able to create clear component documentation, training materials, and executive presentations
• Excellent communication and training skills required

Preferred Qualifications

• CRM, Information Management, Knowledge Management, Information Architecture, Digital Curation, or related field preferred
• Experience leading DAM librarians, CRM specialists, metadata specialists, information architects, or knowledge management professionals
• Experience designing enterprise taxonomy, ontology, knowledge graph, or semantic metadata frameworks
• Experience supporting AI-enabled content ecosystems, intelligent search, or content intelligence platforms
• Deep marketing experience in pharmaceutical, biotech, or regulated industries — including brand launches, lifecycle campaigns, and omnichannel content activation
• Familiarity with agile product delivery, vendor management, and enterprise technology governance