Manager, Customer Loyalty & Engagement | Remote US
Johnson & Johnson Innovative Medicine
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Benefits offered by this job
Job summary
Johnson & Johnson is seeking a Manager, Customer Loyalty & Engagement for a remote US role within the Vision organization. You will drive onboarding, engagement, and long-term value with cross-functional partners across Sales, Marketing, and Customer Experience.
You will develop customer-centric programs, measure participation, and enable field sales with tools and best practices to accelerate adoption. Travel up to 30% may be required as business needs dictate.
Qualifications
- Bachelor's degree required.
- 6+ years of experience in marketing, customer engagement, customer success, account management, sales enablement, or related roles.
- Demonstrated ability to build relationships and influence customers and internal stakeholders.
- Strong project management and organizational skills.
- Excellent communication, presentation, and facilitation skills.
- Experience managing multiple initiatives and stakeholders simultaneously.
- Ability to travel up to 30% as business needs require.
Responsibilities
- Lead onboarding and implementation activities for customer loyalty and engagement programs.
- Serve as the primary customer-facing point of contact during implementation and adoption phases.
- Develop and execute account-specific engagement plans that drive successful customer activation and utilization.
- Partner with customers to identify needs, address barriers, and maximize program participation.
- Deliver training, education, and support to ensure customers realize value from loyalty initiatives.
- Act as a key liaison between customers and the field sales organization.
- Partner with sales teams to support customer onboarding, engagement, and retention strategies.
- Support field execution through customer-facing presentations, training programs, and business reviews.
- Provide sales teams with tools, insights, and best practices that accelerate customer adoption and engagement.
- Execute customer loyalty strategies and programs aligned to business objectives.
- Monitor participation, engagement, and utilization metrics to evaluate program effectiveness.
- Identify opportunities to enhance customer experience and strengthen customer loyalty.
- Support development of new customer-facing offerings and engagement initiatives.
- Partner with commercial teams to identify opportunities for increased customer participation and account growth.
- Support business planning activities for targeted customer segments and key accounts.
- Drive achievement of customer activation, engagement, utilization, and retention objectives.
- Contribute to growth initiatives by identifying and supporting expansion opportunities within existing customer accounts.
- Gather and synthesize customer feedback, competitive intelligence, and market insights.
- Analyze customer engagement and program performance metrics to identify trends and opportunities.
- Translate customer insights into actionable recommendations for marketing, sales, and leadership teams.
- Deliver regular performance reporting and business updates to key stakeholders.
- Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams to successfully execute customer programs.
- Lead cross-functional initiatives that improve onboarding processes, customer experience, and program performance.
- Ensure all customer engagement activities are conducted in alignment with company policies and compliance requirements.
Skills
Education
Job description
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.comAs 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:Marketing
Job Sub Function:Channel & Partner Marketing
Job Category:Professional
All Job Posting Locations:Irvine, California, United States of America, Remote (US)
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.
Your unique talents will help patients on their journey to wellness. Learn more at medtech
We are searching for the best talent for a Manager, Customer Loyalty & Engagement to join our J&J Vision team. This is a remote US position.
The Manager, Customer Loyalty & Engagement is responsible for driving customer adoption, engagement, and long-term value realization across strategic customer loyalty initiatives. This role serves as the primary liaison between customers, field sales teams, and cross-functional partners to ensure successful onboarding, implementation, and ongoing customer engagement.
The individual will partner closely with Sales, Marketing, Customer Experience, Professional Education, Operations, Digital, and Commercial Excellence teams to develop and execute customer-centric programs that strengthen customer relationships, increase program participation, and support business growth objectives.
This is a highly collaborative, field-facing role that combines customer engagement, commercial strategy, program execution, and performance analytics to improve customer experience and drive measurable business impact.
- Lead onboarding and implementation activities for customer loyalty and engagement programs.
- Serve as the primary customer-facing point of contact during implementation and adoption phases.
- Develop and execute account-specific engagement plans that drive successful customer activation and utilization.
- Partner with customers to identify needs, address barriers, and maximize program participation.
- Deliver training, education, and support to ensure customers realize value from loyalty initiatives.
- Act as a key liaison between customers and the field sales organization.
- Partner with sales teams to support customer onboarding, engagement, and retention strategies.
- Support field execution through customer-facing presentations, training programs, and business reviews.
- Provide sales teams with tools, insights, and best practices that accelerate customer adoption and engagement.
- Execute customer loyalty strategies and programs aligned to business objectives.
- Monitor participation, engagement, and utilization metrics to evaluate program effectiveness.
- Identify opportunities to enhance customer experience and strengthen customer loyalty.
- Support development of new customer-facing offerings and engagement initiatives.
- Partner with commercial teams to identify opportunities for increased customer participation and account growth.
- Support business planning activities for targeted customer segments and key accounts.
- Drive achievement of customer activation, engagement, utilization, and retention objectives.
- Contribute to growth initiatives by identifying and supporting expansion opportunities within existing customer accounts.
- Gather and synthesize customer feedback, competitive intelligence, and market insights.
- Analyze customer engagement and program performance metrics to identify trends and opportunities.
- Translate customer insights into actionable recommendations for marketing, sales, and leadership teams.
- Deliver regular performance reporting and business updates to key stakeholders.
- Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams to successfully execute customer programs.
- Lead cross-functional initiatives that improve onboarding processes, customer experience, and program performance.
- Ensure all customer engagement activities are conducted in alignment with company policies and compliance requirements.
- Bachelor's degree required.
- 6+ years of experience in marketing, customer engagement, customer success, account management, sales enablement, commercial roles or related experience.
- Demonstrated ability to build relationships and influence customers and internal stakeholders.
- Strong project management and organizational skills.
- Excellent communication, presentation, and facilitation skills.
- Experience managing multiple initiatives and stakeholders simultaneously.
- Ability to travel up to 30% as business needs require.
- Ophthalmology, medical device, healthcare, pharmaceutical, or healthcare technology experience.
- Experience supporting customer onboarding, loyalty, retention, or engagement programs.
- Experience working closely with field sales organizations.
- Strong analytical skills with the ability to leverage customer and business data to drive decisions.
- Experience launching and scaling customer-facing programs or services.
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via contact-us/careers or contact AskGS to be directed to your accommodation resource.
#LI-JS3#LI-remoteRequired Skills:Communication, Customer Engagement, Project Management, Relationship Building
Preferred Skills:Customer Loyalty Program, Healthcare Business, Loyalty Marketing, Medical Device Sales, Ophthalmology
The anticipated base pay range for this position is :$102,000.00 - $177,100.00
Additional Description for Pay Transparency:Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- Holiday pay, including Floating Holidays –13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
- Caregiver Leave – 80 hours in a 52-week rolling period10 days
- Volunteer Leave – 32 hours per calendar year
- Military Spouse Time-Off – 80 hours per calendar year
- For additional general information on Company benefits, please go to: - employee-benefits
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