Customer Engagement Specialist

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

Job Function:

Digital Marketing

Job Sub Function:

Digital Platform Operations

Job Category:

Professional

All Job Posting Locations:

Madrid, Spain

Job Description:

The Customer Engagement Specialist role primarily aims to enhance customer engagement by developing and implementing effective omnichannel customer journeys in collaboration with Country Value Teams (CVTs). This position is integral to improving the impact of customer engagement campaigns through a well-coordinated omnichannel strategy.

Key Responsibilities:

Omnichannel Strategy Development:

• The specialist is responsible for defining, proposing, and promoting the omnichannel strategy of the company in alignment with overall business objectives and the Digital EMEA Strategy.

• They will work on improving the quality and engagement of customer interactions by focusing on the right content, right channel, and the right customer segmentation.

Collaboration and Planning:

• This role involves partnering with CVTs to create brand and customer engagement strategies, heavily emphasizing the use of both owned and third-party channels to enhance business impact.

• The specialist must think creatively to develop and implement effective digital customer acquisition strategies and collaboration with third-party platforms.

• They will also promote the best practices in digital content and solutions to ensure optimal customer experience.

Digital Execution and Acceleration:

• The Customer Engagement Specialist will develop and maintain customer journeys while collaborating with local and international teams to create digital assets.

• Responsibilities include managing email marketing campaigns, organizing digital events, and overseeing the website for professionals (Johnson & Johnson Medical Cloud), along with coordinating e-detailing usage via platforms like Veeva.

• Additionally, they will coordinate online advertising campaigns with external providers, addressing search marketing, SEO/SEM, and social media strategies.

Analysis and Continuous Improvement:

• The specialist will work closely with the Business Insights and Analytics (BI&A) team to analyze data and translate findings into actionable business insights that can refine digital strategies.

• They will perform assessments of omnichannel metrics to identify improvement opportunities and propose innovative ways to enhance customer experience.

Project Management:

• The individual will implement and lead various projects in coordination with internal departments and external suppliers, including the management of digital assets, web portals, mobile applications, and social media marketing initiatives.

• This role requires a methodical approach to project management, including reporting and effective meeting management.

Innovation and Digital Transformation:

• Promoting innovation is key, where the specialist will suggest new digital proposals to meet the needs of internal clients and enhance business impact.

• This includes orchestrating better collaboration methods, fostering agility, and ensuring efficient use of technology and resources.

Qualifications and Skills Required:

• A bachelor's degree is required, with a preference for a Master's in Digital Marketing or an MBA.

• The candidate should possess a minimum of 3-5 years of experience in developing digital and omnichannel projects, particularly in marketing and communication.

• Strong analytical and organizational skills are essential, along with a proactive and responsible attitude.

• Experience in customer account management, particularly in communication agencies or digital marketing, is desirable.

• The ability to communicate effectively with diverse stakeholders and a focus on teamwork is crucial.

• The ideal candidate should be passionate about digital marketing, possess curiosity for innovative solutions, and have proficiency in tools for data analysis (such as dashboards and Excel).

Preferred Experience:

• Experience in the healthcare and/or pharmaceutical sector is preferred.

• Familiarity with implementing digital transformation and organizational change projects in large organizations will be advantageous.

Language Proficiency:

• Fluency in both Spanish and English is required, ensuring effective communication in a global business environment.

Overall, the Customer Engagement Specialist position at Johnson & Johnson is designed for a multifaceted professional eager to drive digital transformation and enhance customer experiences through innovative omnichannel strategies. This role offers an opportunity to be at the forefront of digital marketing within a leading healthcare company.

Required Skills:

Preferred Skills:

Analytical Reasoning, Analytics Insights, Audience Engagement, Business Behavior, Content Management, Copy Editing, Customer Analytics, Customer Retentions, Design Mindset, Detail-Oriented, Digital Marketing, Digital Marketing Platforms, Digital Metrics, Execution Focus, Relationship Building, Researching, Search Engine Optimization (SEO)

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