Job Function:
Marketing
Job Sub Function:
Marketing Insights & Analytics
Job Category:
Professional
All Job Posting Locations:
Irvine, California, United States of America, Jacksonville, Florida, United States of America
Job Description:
We are searching for the best talent for a Marketing Operations Lead, Customer Loyalty to join our US J&J Surgical Vision team. This position can be based in Irvine, CA or Jacksonville, FL.Purpose:This role will support the execution and ongoing optimization of customer loyalty programs that strengthen customer relationships, improve engagement and retention, and enable sustainable business growth. The position will coordinate program implementation, customer onboarding, field enablement, performance reporting, communications, vendor management, governance, and compliance activities. This individual will partner closely with Marketing, Sales Leadership, Commercial Operations, Digital, Analytics, Finance, Legal, Healthcare Compliance, Customer Service, and external partners to translate loyalty strategies into simple, scalable, and compliant customer experiences.You will be responsible for:Loyalty Program Operations- Coordinate end-to-end execution of customer loyalty programs, including implementation plans, timelines, owners, dependencies, and launch readiness.
- Support customer enrollment, onboarding, eligibility validation, benefit fulfillment, and ongoing program administration.
- Maintain program playbooks, operating procedures, tools, templates, and calendars to promote consistent execution.
- Monitor operational workflows, identify barriers or service issues, and coordinate timely resolution with internal teams and external partners.
- Support pilots, phased launches, program enhancements, and broader deployment of new loyalty capabilities.
Customer Experience & Engagement- Partner with Marketing and Sales to translate loyalty strategies into clear, relevant customer experiences and engagement activities.
- Support customer journey mapping and identify opportunities to simplify enrollment, participation, benefit delivery, and ongoing engagement.
- Coordinate customer and field communications across key program touchpoints.
- Gather customer and field feedback, identify recurring pain points, and recommend process or experience improvements.
- Support segmentation and targeted activation efforts using available customer, account, and program data.
Performance Reporting & Insights- Maintain dashboards and recurring reports that track enrollment, participation, engagement, retention, benefit utilization, operational performance, and business impact.
- Analyze program results and customer feedback to identify emerging trends, risks, opportunities, and recommended actions.
- Support test-and-learn activities designed to improve program participation, customer experience, and operational effectiveness.
- Prepare performance updates, business reviews, and executive-ready summaries for key stakeholders.
- Help establish data-quality checks and consistent definitions for loyalty program reporting.
Field Enablement & Communications- Develop and coordinate field tools, program guides, frequently asked questions, training materials, and customer-facing resources.
- Support training, user adoption, and change-management activities for loyalty platforms, CRM tools, and related commercial processes.
- Communicate program updates, launch milestones, required actions, and best practices across Marketing, Sales, and customer-support teams.
- Maintain feedback loops with the field to identify capability gaps and improve program execution.
- Support local, regional, and national meetings related to loyalty-program education, activation, and business planning.
Governance, Compliance & Financial Coordination- Coordinate review and approval of loyalty-program materials, customer communications, terms, and educational resources.
- Partner with Legal, Regulatory, Medical, Finance, Privacy, and Healthcare Compliance to help ensure program execution aligns with approved requirements, company policies, and applicable procedures.
- Maintain organized documentation, decision logs, approval records, and audit-ready program files.
- Support governance reviews for customer eligibility, program exceptions, rewards, benefits, and other field requests.
- Assist with budget tracking, forecasting inputs, reconciliation, payment readiness, and financial reporting associated with loyalty programs.
Vendor & Cross-Functional Management- Coordinate day-to-day activities with agencies, technology providers, fulfillment partners, and other external vendors.
- Track partner deliverables, service levels, issues, risks, and corrective actions to support high-quality execution.
- Serve as an operational connection point across Marketing, Sales, Commercial Operations, Digital, Analytics, Finance, Customer Service, and other stakeholders.
- Facilitate working sessions, document decisions, and follow up on actions to keep loyalty initiatives.
Qualifications - Minimum of a bachelor’s degree is required; concentration in Business, Marketing, Finance, or a related field is required.
- Minimum of 4-6 years relevant business experience is required.
- Experience in healthcare, medical device, marketing, sales support, operations, or other commercial roles is preferred.
- Strong organizational, analytical, and project coordination skills are required.
- Excellent written and verbal communication skills and the ability to work effectively across cross-functional teams are required.
- Demonstrated ability to manage multiple priorities, maintain attention to detail, and support projects in a fast-paced environment is required.
- Experience with CRM, reporting tools, or other commercial systems is preferred.
- Willingness to travel (approximately 20%).
#LI-JS3#LI-hybridRequired Skills:
Preferred Skills:
The anticipated base pay range for this position is :
$94,000.00 - $151,800.00
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
