[Vision Care] Senior Manager, Digital Experience, CRM & Innovation

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Digital Marketing

Job Sub Function:

Digital Product Management

Job Category:

People Leader

All Job Posting Locations:

Mongkok, Kowloon, Hong Kong

Job Description:

About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

About Vision
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Senior Manager, Digital Experience, CRM & Innovation

The Senior Manager, Digital Experience, CRM & Innovation is responsible for leading the digital experience, CRM, customer engagement, and marketing operations agenda in Hong Kong. The position develops and executes digital and customer lifecycle strategies to drive consumer acquisition, engagement, retention, and commercial growth, while ensuring operational excellence and governance across marketing processes. The role oversees Digital Operations and Administration resources.

Responsibilities

1. Digital Experience Strategy & Execution

• Lead the digital experience strategy and the MyACUVUE ecosystem.
• Optimize consumer and customer journeys across all touchpoints.

2. CRM & Customer Lifecycle Management

• Lead acquisition, engagement, retention, and advocacy programs.
• Drive MyACUVUE membership growth and customer lifetime value.

3. Data Analytics & Marketing Effectiveness

• Establish performance dashboards and KPI frameworks.
• Generate insights to improve ROI and the consumer and customer experience.

4. Digital Product & Platform Ownership

• Act as the business owner for MyACUVUE and other digital platforms.
• Own the long-term digital tools roadmap and digital transformation projects.

5. Digital Technology & Automation

• Drive CRM and marketing automation capabilities.
• Support the development of company-wide technology and AI capabilities.

6. Team Leadership & People Management

• Manage, coach, and develop the direct report responsible for Digital Marketing Administration.

7. Marketing Operations & Governance

• Oversee budget tracking, purchase order processing, contracts, and compliance.

8. Stakeholder & Agency Management

• Manage agency partners and collaborate with cross-functional stakeholders.

Qualification

EXPERIENCE & EDUCATION

• Bachelor’s degree in Marketing, Business, Digital Technology, or a related discipline.
• A minimum of 8–10 years of experience in digital marketing, CRM, customer experience, or marketing technology.
• People management experience is preferred.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• Strategic thinking and strong business acumen.
• Expertise in CRM, customer lifecycle management, and analytics.
• Knowledge of marketing technology, automation, and digital platforms.
• Strong stakeholder, agency, and project management capabilities.
• Proven leadership and people management skills.
• Excellent written and verbal communication skills in English and Chinese.
• Demonstrated AI literacy and learning agility, with the ability to rapidly evaluate, adopt, and apply emerging technologies to improve consumer and customer experience, marketing effectiveness, and operational efficiency.

LOCATION & TRAVEL REQUIREMENTS

Location: Hong Kong
Travel: Occasional local and regional travel may be required.

 

 

Required Skills:

Client Relationship Management

 

 

Preferred Skills:

Applications Support, Consulting, Customer Analytics, Data Science, Data Structures, Developing Others, Digital Fluency, Digital Marketing, Digital Strategy, Emerging Technologies, Global Market, Inclusive Leadership, Leadership, Negotiation, Product Development, Product Marketing Sales, Product Portfolio Management, Relationship Building