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:
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.
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
