About Vision
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Our Vision team solves the toughest health challenges, combining 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.
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.
Purpose
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.
You will be responsible for:
Customer Onboarding & Engagement
•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.
Field Partnership & Sales Enablement
•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.
Customer Loyalty Program Management
•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.
Commercial Growth & Account Development
•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.
Customer Insights & Analytics
•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.
Cross-Functional Leadership
•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.
Qualifications
Required
•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.
Preferred
•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.
Required 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
Benefits
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 period
•Volunteer Leave – 32 hours per calendar year
•Military Spouse Time-Off – 80 hours per calendar year
