Senior Manager, Customer Loyalty Operations

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:

Sales Enablement

Job Sub Function:

Sales Operations & Administration

Job Category:

Professional

All Job Posting Locations:

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 on 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 Operations to join our J&J Vision team. This position is based in Jacksonville, FL. Remote work options may be considered on a case-by-case basis and if approved by the Company.

Purpose: The Senior Manager, Customer Loyalty Operations owns the holistic strategy and delivery of a modern and seamless customer experience focused on fulfilling Digital Loyalty Reward for Performance programs (across all channels) including contracting and benefit deployment, playing a key role in understanding and enhancing the customer journey to partnership status.

This is an exciting and challenging position as part of the overall Customer Operations Team.  This individual must be willing to execute fulfillment of the programs engaging in detailed processes and workflows, as well as shape future programs and processes based on the needs of the customer and the business.  We require a high-caliber, dynamic and digitally oriented individual with the ability to collaborate and influence multi-functionally including Sales, Marketing, IT, and Commercial Operations.

You will be responsible for:

• Lead the team overseeing calculation and payout of Customer Programs ensuring accuracy, timeliness, and compliance. 
• Oversee the ongoing development of automated and dynamic infrastructure enabling more real time understanding of account status, relationships, benefit status and benefit deployment.
• Act as Business Product Owner for Loyalty program fulfillment and single point of contact with IT, Marketing and Sales regarding Customer Loyalty Operations.
• Leverage technology, and the resources of the entire division, to ensure personalized and increasingly complex programs are accurately executed, scale able, engaging, impactful and compliant.
• Coordinate operational needs across SFE, Sales Ops, Analytics, Customer service from program enrollment and status to check payment, benefits deployment, and internal/external partner communications.
• Own the proactive communication strategy based on operational processes to engage and notify stakeholders of changes that could impact the experience.
• Subject Matter Expert (SME) on holistic loyalty experience, coordinate and resolve fulfillment conflicts through Sales Inquiries, ensuring that inquiries are resolved in a timely fashion.
• Work closely with training to ensure Field Sales understands Loyalty Program details and processes ensuring Rosters, Contracts and other designations are maintained effectively.
• Support team in building comprehensive reports and dashboards of all relevant Loyalty metrics to track and socialize performance across individual and product campaigns.
• Engage in Contract Pricing Committee (CPC) and Sales Governance proving feedback, solutions and approvals of commercial proposals.

Qualifications:

• Bachelor’s degree required.  Business, Economics, Finance, or similar field is preferred. MBA is preferred.
• Minimum of five (5) years of business experience is required
• Minimum of five (5) years of progressive digital marketing, commercial operations or finance experience or its equivalent with a strong track record of business results is preferred
• Previous IT Business Product ownership strongly preferred
• Comfortable operating independently in a fast-paced environment with an agile workflow; must be adaptable and willing to take on additional responsibilities if necessary
• Attention to detail, organization, tech savvy, strong verbal and email communication, proactive follow-up, and maintaining a customer-focused attitude
• Ability to operate at a strategic level but also possessing the willingness to roll up sleeves and get into the details and execute tactics as needed
• Strong project management skills with a proven track record in coordinating multiple projects across various cross-functional teams
• Experience in medical device or healthcare industry is preferred
• Exceptional written and verbal communication skills.

This position is based in Jacksonville FL. Remote work options may be considered on a case-by-case basis and if approved by the Company. Travel approximately 10-20% as needed.

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.

#LI-VY1

#LI-Hybrid

Required Skills:

Preferred Skills:

Commercial Awareness, Competitive Landscape Analysis, Customer Relationship Management (CRM), Data Savvy, Lead Generation, Market Research, Mentorship, Operations Management, Organizing, Performance Measurement, Process Improvements, Sales Enablement, Sales Support, Sales Training, Stakeholder Engagement, Technical Credibility

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