Senior Manager, Customer Loyalty

🔥 0 minutes ago

🏄 California, Florida – Remote

🏄 California – Remote 🐊 Florida – Remote

💵 $122k - $212.8k / year

⏰ Full Time

🟠 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

• Develop and manage the customer loyalty roadmap aligned with business priorities • Translate enterprise growth objectives into loyalty initiatives improving conversion, engagement, retention, and customer lifetime value • Identify opportunities to improve customer experience, commercial effectiveness, and incremental revenue • Develop and manage data-informed, end-to-end customer journeys • Apply segmentation, personalization, and contact strategy frameworks for targeted, compliant engagement • Manage testing and learning to optimize customer experiences and business outcomes • Lead development, implementation, and integration of customer loyalty programs • Partner across marketing, commercial, digital, and analytics teams to enhance loyalty capabilities and repeat behavior • Align loyalty initiatives with Brand, Consumer Marketing, Strategy & Innovation, Professional Affairs, Sales, Digital, Analytics, Legal, Medical, and Privacy teams • Manage internal and external partners with accountability for measurable outcomes • Develop and maintain loyalty measurement frameworks linked to business outcomes • Use analytics, customer insights, and performance data to identify growth opportunities and investment priorities • Translate complex data into leadership recommendations, performance narratives, and action plans • Implement scalable operating models, governance, and processes for loyalty program execution • Manage agency, platform, and execution partners, including timelines, budgets, and outcomes • Ensure loyalty programs comply with regulatory, legal, medical, and privacy standards

🎯 Requirements

• A minimum of a bachelor’s degree is required • Minimum of 8 years business experience is required • Minimum of 5 years progressive marketing experience is required • Demonstrated experience in CRM, lifecycle marketing, loyalty, digital engagement, or customer experience strategy • Experience developing CRM and loyalty strategies across B2C and professional/HCP/ECP audiences is preferred • Ability to translate strategy into execution, influence cross-functional stakeholders, and drive measurable business outcomes • Strong understanding of customer lifecycle management, segmentation, personalization, omnichannel engagement, and performance measurement • Ability to lead cross-functional initiatives and external partners in a matrixed organization • Strong business acumen and ability to translate customer insights and data into recommendations and action plans • Experience with CRM platforms, marketing automation tools, loyalty platforms, or customer data capabilities is preferred • Requires up to 30% domestic travel

🏖️ Benefits

• Retirement plan (pension) • Savings plan (401(k)) • Vacation – 120 hours per calendar year • Sick time – 40 hours per calendar year; Colorado employees – 48 hours; Washington employees – 56 hours • 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 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 • Inclusive interview accommodations for applicants with disabilities