Senior Manager, Customer Loyalty

Johnson & Johnson

. Develop and manage the customer loyalty roadmap aligned with business priorities .

Posted 9/16/2026full-timeRemote • California • United StatesSenior💰 $122,000 - $212,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and managing customer loyalty programs, leveraging data-informed strategies to enhance customer engagement and retention. Proficient in translating complex data into actionable insights and recommendations while ensuring compliance with regulatory standards.

Highest-signal resume keywords

Customer Loyalty Program DevelopmentCRM Strategy and ImplementationData-Driven Customer InsightsCross-Functional Stakeholder EngagementCustomer Lifecycle Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategySegmentation and PersonalizationPerformance MeasurementOmnichannel EngagementLoyalty Measurement Frameworks

Soft Skills

Influencing Cross-Functional TeamsBusiness AcumenLeadership in Matrixed Organizations

Tools & Technologies

CRM PlatformsMarketing Automation ToolsLoyalty PlatformsCustomer Data Capabilities

Industry Keywords

B2C MarketingProfessional/HCP/ECP AudiencesRegulatory ComplianceCustomer Journey Management

About the role

Key responsibilities & impact

Develop and manage the customer loyalty roadmap aligned with business priorities
Translate enterprise growth objectives into loyalty initiatives improving conversion, engagement, retention, and customer lifetime value
Identify opportunities to improve customer experience, commercial effectiveness, and incremental revenue
Develop and manage data-informed, end-to-end customer journeys
Apply segmentation, personalization, and contact strategy frameworks for targeted, compliant engagement
Manage testing and learning to optimize customer experiences and business outcomes
Lead development, implementation, and integration of customer loyalty programs
Partner across marketing, commercial, digital, and analytics teams to enhance loyalty capabilities and repeat behavior
Align loyalty initiatives with Brand, Consumer Marketing, Strategy & Innovation, Professional Affairs, Sales, Digital, Analytics, Legal, Medical, and Privacy teams
Manage internal and external partners with accountability for measurable outcomes
Develop and maintain loyalty measurement frameworks linked to business outcomes
Use analytics, customer insights, and performance data to identify growth opportunities and investment priorities
Translate complex data into leadership recommendations, performance narratives, and action plans
Implement scalable operating models, governance, and processes for loyalty program execution
Manage agency, platform, and execution partners, including timelines, budgets, and outcomes
Ensure loyalty programs comply with regulatory, legal, medical, and privacy standards

Requirements

What you’ll need

A minimum of a bachelor’s degree is required
Minimum of 8 years business experience is required
Minimum of 5 years progressive marketing experience is required
Demonstrated experience in CRM, lifecycle marketing, loyalty, digital engagement, or customer experience strategy
Experience developing CRM and loyalty strategies across B2C and professional/HCP/ECP audiences is preferred
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
Ability to lead cross-functional initiatives and external partners in a matrixed organization
Strong business acumen and ability to translate customer insights and data into recommendations and action plans
Experience with CRM platforms, marketing automation tools, loyalty platforms, or customer data capabilities is preferred
Requires up to 30% domestic travel

Benefits

Comp & perks

Retirement plan (pension)
Savings plan (401(k))
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; Colorado employees – 48 hours; Washington employees – 56 hours
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 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 accommodations for applicants with disabilities