Manager, Customer Loyalty & Engagement | Remote US

Johnson & Johnson•Irvine, CA

8d•Remote

About The Position

The Manager, Customer Loyalty & Engagement is responsible for driving customer adoption, engagement, and long-term value realization across strategic customer loyalty initiatives. The role serves as 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 teams to develop and execute customer-centric programs that strengthen customer relationships, increase participation, and support business growth. This highly collaborative, field-facing role combines customer engagement, commercial strategy, program execution, and performance analytics to improve customer experience and deliver measurable business impact. It is a remote U.S. position with travel of up to 30% as business needs require.

Requirements

Bachelor's degree.
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.
Ability to manage 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.
Identify customer 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 customer 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 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 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 teams.
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 comply with company policies and requirements.

Benefits

Company consolidated retirement plan (pension) and 401(k) savings plan, subject to plan terms.
Vacation: 120 hours per calendar year.
Sick time: 40 hours per calendar year, with different allowances for employees residing in Colorado or Washington.
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.