Customer Loyalty & Engagement Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the onboarding and implementation processes for customer loyalty and engagement initiatives.

• Act as the main point of contact for customers during the implementation and adoption stages.

• Create and implement engagement strategies tailored to specific accounts.

• Recognize customer requirements, overcome obstacles, and enhance program participation.

• Provide training, education, and support for loyalty programs.

• Serve as a liaison between customers and the field sales team.

• Assist sales teams in customer onboarding, engagement, and retention strategies.

• Deliver customer presentations, training sessions, business reviews, tools, insights, and best practices.

• Implement customer loyalty strategies and programs that align with business goals.

• Track participation, engagement, utilization, and effectiveness metrics of programs.

• Discover opportunities to improve customer experience and enhance loyalty.

• Aid in the launch of new customer-facing offerings and engagement initiatives.

• Identify avenues for increased customer participation and account expansion.

• Contribute to business planning focused on specific customer segments and key accounts.

• Promote customer activation, engagement, utilization, and retention goals.

• Collect and synthesize customer feedback, competitive insights, and market trends.

• Evaluate customer engagement and program performance metrics.

• Convert insights into actionable recommendations for marketing, sales, and leadership.

• Provide performance reports and business updates to relevant stakeholders.

• Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams.

• Lead cross-departmental initiatives that enhance onboarding, customer experience, and program outcomes.

• Ensure that customer engagement activities are in compliance with company policies and requirements.

⛳️ Requirements

• A Bachelor's degree is mandatory.

• Minimum of 6 years of experience in marketing, customer engagement, customer success, account management, sales enablement, commercial roles, or related fields.

• Proven ability to build relationships and influence both customers and internal stakeholders.

• Exceptional project management and organizational skills.

• Strong communication, presentation, and facilitation abilities.

• Experience in managing multiple projects and stakeholders at the same time.

• Willingness to travel up to 30% as required by the business.

• Preferred experience in ophthalmology, medical devices, healthcare, pharmaceuticals, or healthcare technology.

• Experience in supporting customer onboarding, loyalty, retention, or engagement programs is preferred.

• Preferred background working closely with field sales organizations.

• Strong analytical skills, with the capability to use customer and business data for decision-making is preferred.

• Experience in launching and scaling customer-facing programs or services is preferred.

🏝️ Benefits

• Consolidated retirement plan (pension).

• Savings plan (401(k)).

• Vacation – 120 hours per calendar year.

• Sick time – 40 hours per calendar year; 48 hours for Colorado residents; 56 hours for Washington residents.

• 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.

• Equal opportunity and inclusive interview process with accommodation support.