Senior Manager, Customer Loyalty Operations

Johnson & Johnson Innovative Medicine • Jacksonville, FL

4d • Hybrid

About The Position

The Senior Manager, Customer Loyalty Operations owns the holistic strategy and delivery of a modern and seamless customer experience focused on fulfilling Digital Loyalty Reward for Performance programs (across all channels) including contracting and benefit deployment, playing a key role in understanding and enhancing the customer journey to partnership status. This is an exciting and challenging position as part of the overall Customer Operations Team. This individual must be willing to execute fulfillment of the programs engaging in detailed processes and workflows, as well as shape future programs and processes based on the needs of the customer and the business. We require a high-caliber, dynamic and digitally oriented individual with the ability to collaborate and influence multi-functionally including Sales, Marketing, IT, and Commercial Operations.

Requirements

• Bachelor’s degree required.
• Minimum of five (5) years of business experience is required
• Minimum of five (5) years of progressive digital marketing, commercial operations or finance experience or its equivalent with a strong track record of business results is preferred
• Comfortable operating independently in a fast-paced environment with an agile workflow; must be adaptable and willing to take on additional responsibilities if necessary
• Attention to detail, organization, tech savvy, strong verbal and email communication, proactive follow-up, and maintaining a customer-focused attitude
• Ability to operate at at a strategic level but also possessing the willingness to roll up sleeves and get into the details and execute tactics as needed
• Strong project management skills with a proven track record in coordinating multiple projects across various cross-functional teams
• Exceptional written and verbal communication skills.

Nice To Haves

• Business, Economics, Finance, or similar field is preferred.
• MBA is preferred.
• Previous IT Business Product ownership strongly preferred
• Experience in medical device or healthcare industry is preferred

Responsibilities

• Lead the team overseeing calculation and payout of Customer Programs ensuring accuracy, timeliness, and compliance.
• Oversee the ongoing development of automated and dynamic infrastructure enabling more real time understanding of account status, relationships, benefit status and benefit deployment.
• Act as Business Product Owner for Loyalty program fulfillment and single point of contact with IT, Marketing and Sales regarding Customer Loyalty Operations.
• Leverage technology, and the resources of the entire division, to ensure personalized and increasingly complex programs are accurately executed, scale able, engaging, impactful and compliant.
• Coordinate operational needs across SFE, Sales Ops, Analytics, Customer service from program enrollment and status to check payment, benefits deployment, and internal/external partner communications.
• Own the proactive communication strategy based on operational processes to engage and notify stakeholders of changes that could impact the experience.
• Subject Matter Expert (SME) on holistic loyalty experience, coordinate and resolve fulfillment conflicts through Sales Inquiries, ensuring that inquiries are resolved in a timely fashion.
• Work closely with training to ensure Field Sales understands Loyalty Program details and processes ensuring Rosters, Contracts and other designations are maintained effectively.
• Support team in building comprehensive reports and dashboards of all relevant Loyalty metrics to track and socialize performance across individual and product campaigns.
• Engage in Contract Pricing Committee (CPC) and Sales Governance proving feedback, solutions and approvals of commercial proposals.

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 period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager