Marketing Operations Lead, Customer Loyalty

Johnson & Johnson

. Coordinate end-to-end execution of customer loyalty programs, including implementation plans, timelines, owners, dependencies, and launch readiness .

Posted 9/16/2026full-timeIrvine • California • United StatesSenior💰 $94,000 - $151,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coordinating customer loyalty programs, including implementation, monitoring, and analysis of program performance. Proficient in managing cross-functional communications and supporting training and change management for CRM tools and operational processes.

Highest-signal resume keywords

Customer Loyalty Program CoordinationProject ManagementData AnalysisCRM Tools ExperienceCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program AdministrationOperational Workflow MonitoringCustomer Journey MappingBudget TrackingPerformance Reporting

Soft Skills

Organizational SkillsAnalytical SkillsAttention to DetailCross-Functional CollaborationVerbal Communication

Tools & Technologies

CRM SystemsReporting ToolsLoyalty Platforms

Industry Keywords

HealthcareMarketingSales SupportOperationsCommercial Roles

About the role

Key responsibilities & impact

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
Monitor operational workflows, identify barriers or service issues, and coordinate resolution
Support pilots, phased launches, program enhancements, and deployment of new loyalty capabilities
Translate loyalty strategies into customer experiences and engagement activities
Support customer journey mapping and process or experience improvements
Coordinate customer and field communications
Gather customer and field feedback and support segmentation and targeted activation
Maintain dashboards and recurring reports covering enrollment, participation, engagement, retention, benefit utilization, operational performance, and business impact
Analyze program results and feedback to identify trends, risks, opportunities, and actions
Support test-and-learn activities
Prepare performance updates, business reviews, and executive-ready summaries
Establish data-quality checks and consistent reporting definitions
Develop field tools, program guides, FAQs, training materials, and customer-facing resources
Support training, user adoption, and change management for loyalty platforms, CRM tools, and commercial processes
Coordinate program updates and best practices across Marketing, Sales, and customer-support teams
Support meetings related to loyalty-program education, activation, and business planning
Coordinate compliance reviews, governance activities, documentation, approval records, and audit-ready files
Assist with budget tracking, forecasting, reconciliation, payment readiness, and financial reporting
Coordinate agencies, technology providers, fulfillment partners, and other vendors
Track partner deliverables, service levels, issues, risks, and corrective actions
Serve as an operational connection point across cross-functional stakeholders
Facilitate working sessions, document decisions, and follow up on actions

Requirements

What you’ll need

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 ability to work effectively across cross-functional teams are required
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%

Benefits

Comp & perks

Retirement plan (pension)
Savings plan (401(k))
Vacation – 120 hours per calendar year
Sick time – 40 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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Inclusive interview process and disability accommodations