Strategic Manager of Customer Loyalty & Engagement – Vision Healthcare Solutions (Remote US)

About brighthush

At brighthush, we believe that health is everything. Our global footprint in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured with smarter, less invasive solutions that are deeply personal. Leveraging our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions—delivering today’s breakthroughs while shaping the therapies of tomorrow. Our Vision division sits at the exciting intersection of biology and technology, developing next‑generation, minimally invasive, and highly personalized treatments that protect, correct, and enhance sight for a lifetime.

Why This Role Matters

Our patients’ journeys begin the moment a healthcare professional introduces a brighthush Vision product. The Manager, Customer Loyalty & Engagement is the catalyst that transforms that first interaction into a lasting partnership. By driving adoption, deepening engagement, and delivering measurable value, you will help ensure that eye‑care professionals and patients alike experience the full benefit of our innovative solutions. This role is a blend of strategic thinking, hands‑on program execution, and data‑driven insight—all aimed at strengthening loyalty and fueling sustainable growth.

Key Responsibilities

Customer Onboarding & Engagement

• Lead end‑to‑end onboarding and implementation activities for loyalty and engagement programs, ensuring a seamless transition from purchase to active use.
• Serve as the primary customer‑facing point of contact during the critical adoption phase, guiding users through product setup, training, and early‑stage utilization.
• Design and execute account‑specific engagement plans that drive activation, utilization, and long‑term value realization.
• Partner with customers to uncover needs, remove barriers, and maximize participation in loyalty initiatives.
• Deliver tailored training sessions, educational webinars, and on‑demand support resources that empower customers to achieve their clinical and business goals.

Field Partnership & Sales Enablement

• Act as the strategic liaison between customers and the field sales organization, ensuring alignment on goals, messaging, and timelines.
• Collaborate with sales teams to develop and execute onboarding, engagement, and retention strategies that accelerate revenue pipelines.
• Equip field representatives with compelling presentation decks, training modules, and best‑practice playbooks that drive customer adoption.
• Conduct joint business reviews with sales and customers to surface insights, celebrate wins, and identify growth opportunities.

Customer Loyalty Program Management

• Execute loyalty strategies that align with brighthush’s broader business objectives, including tiered rewards, exclusive educational content, and community‑building initiatives.
• Monitor participation, engagement, and utilization metrics; produce regular performance dashboards that highlight successes and areas for improvement.
• Identify and prioritize enhancements to the loyalty experience, leveraging customer feedback and market trends.
• Support the development of new customer‑facing offerings, such as digital health tools, advisory councils, and co‑creation workshops.

Commercial Growth & Account Development

• Partner with commercial teams to pinpoint opportunities for increased participation and account expansion within existing customer bases.
• Contribute to business planning for targeted segments, helping to set realistic activation, engagement, and retention targets.
• Drive cross‑sell and upsell initiatives by showcasing the value of complementary brighthush Vision solutions.
• Provide actionable recommendations that influence product roadmaps and future loyalty program design.

Customer Insights & Analytics

• Gather, synthesize, and analyze customer feedback, competitive intelligence, and market trends to inform strategic decisions.
• Develop and maintain a suite of key performance indicators (KPIs) that measure program health, adoption velocity, and ROI.
• Translate data‑driven insights into clear, actionable recommendations for marketing, sales, product, and leadership teams.
• Present regular performance reports and strategic updates to senior stakeholders, highlighting impact and next steps.

Cross‑Functional Leadership

• Collaborate with Marketing, Sales, Customer Experience, Professional Education, Operations, Finance, Legal, Compliance, and Digital teams to ensure flawless program execution.
• Lead cross‑functional initiatives that streamline onboarding processes, improve the overall customer experience, and boost program performance.
• Champion compliance and ethical standards across all customer‑facing activities, safeguarding brighthush’s reputation and regulatory standing.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Healthcare Administration, or a related field.
• Minimum 6 years of experience in marketing, customer engagement, customer success, account management, sales enablement, or comparable commercial roles.
• Proven ability to build strong relationships and influence both external customers and internal stakeholders.
• Exceptional project management and organizational skills, with a track record of delivering complex, multi‑stakeholder initiatives on time and within scope.
• Outstanding communication, presentation, and facilitation abilities, capable of translating technical concepts into compelling business value.
• Demonstrated experience managing multiple concurrent programs while maintaining high quality and stakeholder satisfaction.
• Willingness and ability to travel up to 30% of the time to meet customers, attend conferences, and support field teams.

Preferred Qualifications & Experience

• Background in ophthalmology, medical devices, pharmaceuticals, or healthcare technology.
• Hands‑on experience designing, launching, and scaling customer onboarding, loyalty, retention, or engagement programs.
• Direct experience partnering with field sales organizations in a regulated healthcare environment.
• Strong analytical mindset with the ability to leverage customer and business data to drive strategic decisions.
• Familiarity with digital health platforms, data‑visualization tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce).

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering value that exceeds expectations.
• Strategic Thinking: Ability to see the big picture while executing detailed plans.
• Analytical Acumen: Proficiency in interpreting data to uncover trends and opportunities.
• Collaboration: Skilled at influencing cross‑functional teams without direct authority.
• Communication: Clear, persuasive, and adaptable messaging for diverse audiences.
• Adaptability: Comfortable navigating a fast‑changing, innovative environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Manager of Customer Loyalty & Engagement, you will:

• Gain exposure to senior leadership across commercial, product, and operational functions.
• Lead high‑visibility programs that directly impact revenue and patient outcomes.
• Access a robust learning ecosystem, including internal academies, mentorship programs, and tuition‑reimbursement for advanced certifications.
• Position yourself for future roles such as Senior Loyalty Program Director, Commercial Strategy Lead, or Global Customer Experience Executive.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, purpose‑driven culture where every individual is valued for their unique perspective. Our core principles include:

• Diversity & Inclusion: A workplace where differences are celebrated and every voice is heard.
• Innovation Mindset: Encouragement to experiment, fail fast, and iterate toward breakthrough solutions.
• Collaboration: Open communication channels, cross‑functional teamwork, and a “one brighthush” mentality.
• Well‑Being: Programs that support mental, physical, and financial health, including flexible work arrangements and remote‑first policies.

Compensation, Perks & Benefits

We offer a competitive total‑reward package designed to attract and retain top talent:

• Base Salary: $102,000 – $177,100, commensurate with experience and market benchmarks.
• Performance Incentives: Annual bonus potential tied to individual, team, and company performance.
• Equity Participation: Stock‑based awards that align your success with brighthush’s long‑term growth.
• Retirement Plans: 401(k) with company match and a consolidated pension plan where applicable.
• Paid Time Off: Generous vacation (120 hours/year), sick leave, holidays (13 days), and additional personal/family time off.
• Family Support: Parental leave (480 hours), caregiver leave, and flexible work schedules.
• Health & Wellness: Comprehensive medical, dental, vision coverage, and wellness stipends.
• Professional Development: Access to learning platforms, conference budgets, and leadership training.
• Community Impact: Volunteer leave, military spouse time‑off, and opportunities to contribute to brighthush’s social responsibility initiatives.

How to Apply

If you are ready to shape the future of vision care, drive meaningful customer relationships, and grow your career within a purpose‑focused organization, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to This Role

Join brighthush – Where Your Passion Meets Purpose

At brighthush, every day is an opportunity to make a tangible difference in people’s lives. By championing customer loyalty and engagement, you will help eye‑care professionals deliver better outcomes, patients enjoy clearer vision, and the company continues to innovate at the cutting edge of healthcare. Bring your expertise, curiosity, and collaborative spirit—let’s create a brighter future together.