[Vision Care] Manager,Loyalty Front-End,Digital Strategy & Vision Experience
This position serves as a key member of Direct to Patient/Consumer digital transformation project to drive loyalty among our existing ACUVUE ® users and potential users who needs VC as part of critical business model innovation .
This position will be responsible for
leading f ront end role of loyalty program from E2E perspective
(design, development and operation of user centric services/ contents as well as required digital
marketing ) with clear KGI/ KPI setting and strategic & executional optimization through PDCA.
Accountable business size is, 310K Patients by Loyalty program (currently My
ACUVUE ® Plus, need to
grow 4x in 3 years under PF ) that will largely contribute to expand our user coverage about 40% along
with Direct to patient/ professional engagement and commerce with 2nd/ 3rd party data.
As a key member of DTP (Direct Touch Point) project, one of the critical pillar under PF, co- responsible with other DTP project members and DSVE managers for expanding ACUVUE® loyalty program active user to 800K with more than 72% retention rate (KPI as of 2023) throughout the most effective use of 1st party data management.
Lead front-end of loyalty program including user-centric services/ contents development, UI&UX design, selection/ management of required business partners to deliver E2E patient/consumer-centric experience (via My ACUVUE® Plus or newly developed digital platform) that achieves DTP long-mid term business goal such as retention % and no. of active users, NTS and LTV improvement.
Lead on-going optimization of service/ contents program and UI/UX design by capturing real user voice with agile KPI management
Lead and shape strong partnership with external business partners, Business development, Business intelligence, IT/ Technology, and other required stakeholders.
Collaborate proactively to closely partner with another DSVE teams like “Engagement” and “Commerce” to provide E2E digital experience from patient/ consumer centric standpoint.
Act as a SPOC for required digital vendors and technology company to maximize or optimize their professional capability/ skill for effective/ efficient external resource management.
Professional and Academic Experiences
5 years relevant loyalty program design and development for B2C industry/ brand
Experience to design and develop loyalty program from scratch with digital product/ platform is a
Experience of digital ecosystem development , CRM in BtoC or medical industries with its benefit and
conflict, and how they connect with patient/ consumer
Experience to challenge status quo or pursuit challenging ever goal is a big plus
Skills & Competencies
Extensive knowledge and experience of user centric loyal ty contents and service development,
digital marketing and technology architecture implementation
Comprehensive understanding of the digital UI & UX optimization from user/ consumer standpoint
to optimize patient/ consumer perception, behavior, purchase and loyalty
Strong responsibility/ accountability to lead expected deliverables or results based on clear
understanding of company vision and assigned projects ’ goal & objective
Self-starter leadership/ collaborator with executional excellence
Ability to manage multiple tasks , budgets and resources with competing priorities in a fast paced
A strong influencer to lead a diverse group of internal external team members and stakeholder s
Fluent English skills in writing, verbal communication and presentation is a plus