Customer Loyalty & Engagement Manager

Job not on LinkedIn

🔥 4 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $102k - $177.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

💊 Pharmaceuticals

🧬 Biotechnology

Healthcare • Pharmaceuticals • Biotechnology

<Johnson & Johnson> is a global healthcare company that researches, develops, manufactures and markets pharmaceuticals, medical devices and consumer health products. The company focuses on innovative medicines and therapies across oncology, immunology, neuroscience and cardiopulmonary areas, and develops MedTech solutions in cardiovascular, orthopaedics, surgery and vision. Johnson & Johnson also engages in health & wellness education, large-scale manufacturing, investor activities and global social-impact initiatives.

📋 Description

• 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 • Identify customer needs, address barriers, and maximize program participation • Deliver training, education, and support for loyalty initiatives • Liaise between customers and the field sales organization • Support customer onboarding, engagement, and retention strategies with sales teams • Provide customer-facing presentations, training programs, business reviews, tools, insights, and best practices • Execute customer loyalty strategies and programs aligned to business objectives • Monitor participation, engagement, utilization, and program effectiveness metrics • Identify opportunities to enhance customer experience and strengthen loyalty • Support new customer-facing offerings and engagement initiatives • 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 • Gather and synthesize customer feedback, competitive intelligence, and market insights • Analyze customer engagement and program performance metrics • Translate insights into recommendations for marketing, sales, and leadership • Deliver performance reporting and business updates to stakeholders • Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams • Lead cross-functional initiatives improving onboarding, customer experience, and program performance • Ensure customer engagement activities comply with company policies and requirements

🎯 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 preferred • Experience supporting customer onboarding, loyalty, retention, or engagement programs preferred • Experience working closely with field sales organizations preferred • Strong analytical skills with the ability to leverage customer and business data to drive decisions preferred • Experience launching and scaling customer-facing programs or services preferred

🏖️ Benefits

• Consolidated retirement plan (pension) • Savings plan (401(k)) • Vacation – 120 hours per calendar year • Sick time – 40 hours per calendar year; 48 hours for Colorado residents; 56 hours for Washington residents • 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 • Equal opportunity and inclusive interview process with accommodation support

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