Manager, CRM & Loyalty

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:

Digital Marketing

Job Sub Function:

Digital Marketing Strategy

Job Category:

Professional

All Job Posting Locations:

Jacksonville, Florida, United States of America

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 Manager, CRM & Loyalty to join our J&J Vision team.  This position is hybrid based out of our Jacksonville, FL office location. 

Purpose:  This role will be responsible for translating business priorities into customer-centric strategies that drive acquisition, retention, and lifetime value. Leveraging CRM and loyalty as core commercial levers, this individual will design and orchestrate end-to-end customer journeys that enhance engagement, improve conversion, and strengthen long term relationships with both consumers and eye care professionals (ECPs).

This position is designed for a high potential marketer who can operate beyond functional execution, with the ability to influence broader commercial strategy and grow into expanded leadership roles across marketing, brand, or innovation.

This role reports directly into the Director, CRM & Loyalty Marketing within the U.S. Marketing department.

You will be responsible for:

Lifecycle Strategy & Business Impact

• Define and lead lifecycle marketing strategies across acquisition, onboarding, retention, and advocacy.
• Develop and optimize distinct CRM strategies for consumer and professional audiences, accounting for differences in journey design, messaging, data, and channel strategy.
• Translate business goals into actional CRM strategies that drive measurable growth in conversion, engagement, and customer lifetime value.
• Identify and prioritize opportunities to enhance customer experience and unlock incremental revenue.

Customer Journey & Personalization

• Design and orchestrate end-to-end, data informed customer journeys across channels.
• Own segmentation strategy and personalization frameworks to enable scalable and targeted customer engagement.
• Continuously optimize journeys through structured test-and-learn frameworks.

Loyalty & Rewards Integration

• Partner with the Loyalty & Rewards lead to integrate incentives and engagement programs into CRM journeys.
• Ensure loyalty mechanics are effectively embedded within lifecycle strategies to drive retention and repeat behavior.
• Provide input on how loyalty can support broader customer and business objectives.

Cross-Functional Leadership & Influence

• Partner with Brand, Consumer Marketing, Strategy & Innovation, and Professional Marketing (ECP/HCP) teams to align CRM strategies with broader business priorities.
• Influence decision making by bringing forward customer insights and lifecycle perspectives.
• Lead external partners to deliver execution while maintaining strategic ownership and accountability for outcomes.

Performance & Insights

• Define success metrics tied to business outcomes (e.g., conversion, retention, engagement) across consumer and professional.
• Leverage insights to identify opportunities and inform strategic decisions.
• Translate data into clear recommendations for stakeholders.

Operational Excellence

• Ensure execution of CRM programs aligns with strategy through effective management of agency and execution partners.
• Identify and address process inefficiencies to improve speed and scalability.
• Ensure compliance with regulatory, legal, medical and privacy standards.

Qualifications:

• Minimum of a bachelor’s degree is required.  MBA is preferred.
• Minimum of 6 years business experience is required.
• Minimum of 3 years of progressive marketing experience is required.
• Experience developing CRM strategies across multiple audience types (B2C and/or professional/HCP/ECP) is preferred.
• Demonstrated ability to develop strategies that drive measurable business outcomes.
• Strong understanding of customer lifecycle management, segmentation, and personalization.
• Experience working cross-functionally and influencing stakeholders.
• Proven ability to translate insights into action.
• Experience working with CRM platforms is a plus, but strategic thinking and lifecycle expertise are the primary focus.
• This position is located in Jacksonville, Florida and requires up to 20% 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.

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Required Skills:

Cross-Functional Partnerships, Marketing

 

 

Preferred Skills:

Customer Lifecycle, Customer Relationship Marketing (CRM)