Senior Manager, Customer Loyalty & Engagement – Driving Adoption, Retention, and Growth for brighthush Vision Solutions (Remote US)

About brighthush

brighthush is a global leader in healthcare innovation, dedicated to transforming the way people experience vision care. By blending cutting‑edge biology with advanced technology, we create smarter, less invasive, and highly personalized treatments that empower patients to protect, correct, and enhance their sight for life. Our Vision portfolio spans the entire patient journey—from pediatric to geriatric eye care—ensuring that every individual receives the most effective, evidence‑based solutions available.

At brighthush, we believe that health is a universal right, and our mission is to make that right a reality for millions worldwide. We foster a culture of curiosity, collaboration, and continuous learning, where every team member is encouraged to challenge the status quo and drive meaningful impact. Whether you’re a seasoned professional or an emerging talent, you’ll find a place at brighthush where your ideas matter and your career can thrive.

Position Overview

The Senior Manager, Customer Loyalty & Engagement is a pivotal role within the brighthush Vision team. Based remotely across the United States, you will lead the design, execution, and optimization of customer loyalty initiatives that deepen engagement, accelerate adoption, and unlock long‑term value for our patients and eye‑care partners. This is a highly collaborative, field‑oriented position that blends strategic thinking with hands‑on execution, working closely with Sales, Marketing, Customer Experience, Professional Education, Operations, Digital, and Commercial Excellence teams.

Why This Role Matters

In a rapidly evolving vision‑care landscape, customer loyalty is no longer a nice‑to‑have—it’s a strategic imperative. By ensuring that patients and providers are fully engaged with our products and services, you directly influence clinical outcomes, market share, and revenue growth. Your work will shape how brighthush builds lasting relationships with patients, clinicians, and payers, reinforcing our reputation as the trusted partner for vision health worldwide.

Key Responsibilities

• Customer Onboarding & Engagement
  • Lead the end‑to‑end onboarding process for new patients and providers, ensuring seamless activation of loyalty programs.
  • Serve as the primary customer‑facing point of contact during implementation, providing guidance, training, and support.
  • Develop and execute tailored engagement plans that drive adoption, utilization, and satisfaction.
  • Collaborate with customers to identify barriers, co‑create solutions, and maximize program participation.
  • Deliver educational content and best‑practice resources that help customers realize tangible value.
• Field Partnership & Sales Enablement
  • Act as the bridge between customers and the field sales organization, ensuring alignment on goals and expectations.
  • Partner with sales teams to support onboarding, engagement, and retention strategies.
  • Provide field‑ready presentations, training modules, and business reviews that reinforce program benefits.
  • Equip sales teams with insights, tools, and best practices that accelerate customer adoption.
• Customer Loyalty Program Management
  • Execute loyalty strategies that align with business objectives and patient outcomes.
  • Monitor participation, engagement, and utilization metrics to assess program effectiveness.
  • Identify opportunities to enhance the customer experience and strengthen loyalty.
  • Support the development of new customer‑facing offerings and engagement initiatives.
• Commercial Growth & Account Development
  • Collaborate with commercial teams to uncover opportunities for increased participation and account expansion.
  • Support business planning for targeted customer segments and key accounts.
  • Drive achievement of activation, engagement, utilization, and retention objectives.
  • Contribute to growth initiatives by identifying and supporting expansion opportunities within existing accounts.
• Customer Insights & Analytics
  • Collect and synthesize customer feedback, competitive intelligence, and market insights.
  • Analyze engagement and performance metrics to uncover trends and opportunities.
  • Translate insights into actionable recommendations for marketing, sales, and leadership.
  • Deliver regular performance reports and business updates to key stakeholders.
• Cross‑Functional Leadership
  • Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams to execute customer programs.
  • Lead cross‑functional initiatives that improve onboarding processes, customer experience, and program performance.
  • Ensure all engagement activities comply with company policies and regulatory requirements.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Healthcare, or a related field.
• Minimum of 6 years of experience in marketing, customer engagement, customer success, account management, sales enablement, or commercial roles.
• Proven ability to build relationships and influence both customers and internal stakeholders.
• Strong project management and organizational skills, with a track record of delivering complex initiatives on time.
• Excellent communication, presentation, and facilitation skills.
• Experience managing multiple initiatives and stakeholders simultaneously.
• Willingness to travel up to 30% as business needs require.

Preferred Qualifications

• Experience in ophthalmology, medical device, healthcare, pharmaceutical, or healthcare technology sectors.
• Background in supporting customer onboarding, loyalty, retention, or engagement programs.
• Experience working closely with field sales organizations.
• Strong analytical skills with the ability to leverage customer and business data to drive decisions.
• Track record of launching and scaling customer‑facing programs or services.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient outcomes.
• Strategic thinking combined with a hands‑on execution approach.
• Data‑driven decision making and performance measurement.
• Cross‑functional collaboration and stakeholder management.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Strong written and verbal communication skills.
• Proficiency in CRM, marketing automation, and analytics tools.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As Senior Manager, you will have access to:

• Leadership development programs that sharpen strategic and operational capabilities.
• Mentorship from senior executives across the Vision and Commercial Excellence functions.
• Cross‑functional project assignments that broaden your skill set and industry knowledge.
• Access to cutting‑edge research, clinical data, and technology platforms that keep you at the forefront of vision care.
• Opportunities to lead new initiatives, such as digital engagement tools or AI‑driven patient support programs.

Work Environment & Culture at brighthush

Our culture is built on three core pillars: Innovation, Integrity, and Impact. You’ll find a collaborative, inclusive environment where diverse perspectives are valued and every voice can shape the future of vision care. Remote work is fully supported with flexible schedules, robust virtual collaboration tools, and a strong sense of community through regular virtual town halls, team‑building events, and wellness initiatives.

Compensation & Benefits

While specific figures vary by experience and location, the base salary range for this role is $102,000 – $177,100 per year. In addition to competitive pay, brighthush offers a comprehensive benefits package that includes:

• 401(k) with company match.
• Health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and floating holidays.
• Parental leave and family support programs.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness resources.
• Volunteer time off and community engagement opportunities.

How to Apply

If you are ready to lead the next wave of customer loyalty and engagement at brighthush, we invite you to submit your application through our careers portal. Please include a cover letter that highlights your experience in customer‑centric program management and your vision for driving patient engagement in the vision‑care space.

We are an equal‑opportunity employer committed to fostering a diverse and inclusive workforce. All qualified candidates, including veterans and individuals with disabilities, are encouraged to apply.

Join brighthush – Where Vision Meets Innovation

Become part of a team that is redefining how patients experience eye care. Your expertise will help shape programs that not only drive business growth but also improve the lives of millions. Apply today and help us bring brighter, healthier futures to patients worldwide.