Manager, Customer Loyalty & Engagement | Remote US
About The Position
The Manager, Customer Loyalty & Engagement drives customer adoption, engagement, and long-term value realization across strategic customer loyalty initiatives. The role is the primary liaison between customers, field sales teams, and cross-functional partners, supporting successful onboarding, implementation, and ongoing engagement. The manager partners with Sales, Marketing, Customer Experience, Professional Education, Operations, Digital, and Commercial Excellence to develop and execute customer-centric programs that strengthen relationships, increase participation, and support business growth. This collaborative, field-facing role combines customer engagement, commercial strategy, program execution, and performance analytics to improve customer experience and deliver measurable business impact. The position leads customer onboarding and account-specific engagement plans; supports field sales with customer-facing presentations, training, tools, and insights; executes loyalty strategies and monitors program performance; and contributes to commercial growth and account development. It gathers customer feedback and market insights, analyzes engagement data, and provides actionable recommendations and regular business updates. It also leads cross-functional initiatives to improve onboarding, customer experience, and program performance while ensuring activities comply with company policies and requirements. This is a remote US position with travel of up to 30% as business needs require.
Requirements
- Bachelor's degree required.
- At least 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.
Nice To Haves
- Experience in ophthalmology, medical devices, healthcare, pharmaceuticals, or healthcare technology.
- Experience supporting customer onboarding, loyalty, retention, or engagement programs.
- Experience working closely with field sales organizations.
- Strong analytical skills and ability to use customer and business data to drive decisions.
- Experience launching and scaling customer-facing programs or services.
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.
- Develop and execute account-specific engagement plans to drive customer activation and utilization.
- Partner with customers to identify needs, address barriers, and maximize program participation.
- Deliver training, education, and support so customers realize value from loyalty initiatives.
- Act as a liaison between customers and the field sales organization.
- Partner with sales teams on 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 to accelerate customer adoption and engagement.
- Execute loyalty strategies and programs aligned with business objectives.
- Monitor participation, engagement, and utilization metrics to evaluate program effectiveness.
- Identify opportunities to enhance customer experience and strengthen loyalty.
- Support development of new customer-facing offerings and engagement initiatives.
- Partner with commercial teams to identify opportunities for increased participation and account growth.
- Support business planning for targeted customer segments and key accounts.
- Drive customer activation, engagement, utilization, and retention objectives.
- Identify and support 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.
- Deliver regular performance reporting and business updates to stakeholders.
- Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams to execute customer programs.
- Lead cross-functional initiatives to improve onboarding processes, customer experience, and program performance.
- Ensure customer engagement activities align with company policies and compliance requirements.
Benefits
- Company consolidated retirement plan (pension) and 401(k) savings plan, subject to plan terms.
- Vacation: 120 hours per calendar year, subject to policy and date of hire.
- Sick time: 40 hours per calendar year, with different amounts for employees residing in Colorado or Washington, subject to policy and date of hire.
- 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 a child's birth, adoption, or foster care placement.
- Bereavement leave: up to 240 hours for an immediate family member and 40 hours for an extended family member per calendar year.
- Caregiver leave: 80 hours in a 52-week rolling period.
- Volunteer leave: 32 hours per calendar year.
- Military spouse time-off: 80 hours per calendar year.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
