Senior Manager, Customer Loyalty | Irvine, CA or Jacksonville, FL

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Marketing

Job Sub Function:

Multi-Family Marketing

Job Category:

People Leader

All Job Posting Locations:

Irvine, California, United States of America, Jacksonville, Florida, United States of America, Remote (US)

Job Description:

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.

Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine 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.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Senior Manager, Customer Loyalty to join our J&J Surgical Vision team.  This position can be based in Irvine, CA or Jacksonville, FL with consideration for remote work within the US.

Purpose:

This role will be responsible for developing and executing the loyalty strategy for J&J Surgical Vision, translating business priorities into customer-centric programs that drive loyalty and long-term partnership. Leveraging loyalty as a core commercial lever, this leader will manage end-to-end customer engagement strategies that enhance conversion and strengthen long-term customer relationships.

This position is designed for an experienced marketing leader who can translate strategy into action, influence cross-functional stakeholders, and build scalable loyalty capabilities that support sustainable business growth.

You will be responsible for:

Lifecycle Strategy & Business Impact

• Develop and manage the customer loyalty roadmap in alignment with business priorities.

• Translate enterprise growth objectives into actionable loyalty initiatives that drive measurable improvements in conversion, engagement, retention, and customer lifetime value.

• Identify and prioritize opportunities to improve the customer experience, strengthen commercial effectiveness, and unlock incremental revenue.

Customer Journey & Personalization

• Develop and manage data-informed, end-to-end customer journeys.

• Apply segmentation, personalization, and contact strategy frameworks to enable scalable, targeted, and compliant customer engagement.

• Manage a disciplined test-and-learn agenda to optimize customer experiences and improve business outcomes.

Loyalty & Rewards Integration

• Lead the development, implementation, and integration of customer loyalty program(s).

• Translate loyalty mechanics into programs that support customer, portfolio, and business objectives across consumer and professional audiences.

• Partner across marketing, commercial, digital, and analytics teams to enhance loyalty capabilities and drive repeat behavior.

Cross-Functional Leadership & Influence

• Partner with Brand, Consumer Marketing, Strategy & Innovation, Professional Affairs, Sales, Digital, Analytics, Legal, Medical, and Privacy teams to align loyalty initiatives with business priorities.

• Influence cross-functional decisions by bringing forward customer insights, lifecycle perspectives, and clear business recommendations.

• Manage internal and external partners with clear expectations, accountability, and a focus on measurable outcomes.

Performance & Insights

• Develop and maintain the loyalty measurement framework, linking success metrics to business outcomes across consumer and professional audiences.

• Use analytics, customer insights, and performance data to identify growth opportunities and recommend investment priorities.

• Translate complex data into clear leadership recommendations, performance narratives, and action plans.

Operational Excellence

• Implement scalable operating models, governance, and processes that enable effective execution of loyalty programs.

• Manage agency, platform, and execution partners to deliver high-quality work while maintaining accountability for timelines, budgets, and outcomes.

• Ensure loyalty programs comply with regulatory, legal, medical, and privacy standards.

Qualifications

• A minimum of a bachelor’s degree is required; an MBA or advanced degree is preferred.

• Minimum of 8 years business experience is required.

• Minimum of 5 years progressive marketing experience is required, with demonstrated experience in CRM, lifecycle marketing, loyalty, digital engagement, or customer experience strategy.

• Experience developing CRM and loyalty strategies across multiple audience types, including B2C and professional/HCP/ECP audiences, is preferred.

• Demonstrated 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.

• Proven ability to lead cross-functional initiatives and external partners in a matrixed organization.

• Strong business acumen with the ability to translate customer insights and data into clear recommendations and action plans for leadership.

• Experience working with CRM platforms, marketing automation tools, loyalty platforms, or customer data capabilities is preferred.

• Requires up to 30% domestic travel.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

Required Skills:

 

 

Preferred Skills:

 

 

The anticipated base pay range for this position is :

$122,000.00 - $212,750.00

Additional Description for Pay Transparency:

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 period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year


For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits