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 customer-facing liaison during the implementation and adoption stages.

• Create and implement engagement strategies tailored to specific accounts to enhance customer activation and usage.

• Assess customer requirements, resolve obstacles, and optimize program involvement.

• Provide training, education, and support to ensure customers derive value from loyalty programs.

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

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

• Conduct customer-facing presentations, training sessions, and business reviews.

• Equip sales teams with tools, insights, and best practices.

• Implement customer loyalty strategies that align with business goals.

• Track participation, engagement, and utilization metrics.

• Discover opportunities to improve customer experience and enhance loyalty.

• Support the introduction of new customer-facing offerings and engagement projects.

• Identify avenues for customer participation and account expansion.

• Contribute to business planning for targeted customer segments and key accounts.

• Propel objectives related to customer activation, engagement, utilization, and retention.

• Collect and analyze customer feedback, competitive intelligence, and market insights.

• Evaluate program performance metrics and convert insights into actionable recommendations.

• Provide regular performance reports and business updates.

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

• Lead cross-departmental initiatives aimed at enhancing onboarding, customer experience, and program effectiveness.

• Ensure customer engagement activities adhere to company policies and standards.

⛳️ Requirements

• A bachelor's degree is mandatory.

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

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

• Strong project management and organizational capabilities.

• Excellent verbal and written communication, presentation, and facilitation skills.

• Experience managing multiple projects and stakeholders concurrently.

• Willingness to travel up to 30% as business needs dictate.

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

• Preferred: background in supporting customer onboarding, loyalty, retention, or engagement programs.

• Preferred: familiarity with collaborating closely with field sales teams.

• Preferred: robust analytical skills to utilize customer and business data for informed decision-making.

• Preferred: experience in launching and scaling customer-facing programs or services.

🏝️ 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.

• Inclusive interview process and disability accommodations.