CRM Marketing Lead – Communications Strategist

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Define and enhance engagement strategies for Go365 + Stars journeys

• Create audience, messaging, personalization, channel, and engagement strategies for AXP journey design and execution

• Establish strategic journey frameworks to identify desired member behaviors, engagement opportunities, and measurable outcomes

• Ensure journey strategies align with member insights, business priorities, and performance data

• Manage learning agendas, hypotheses, testing priorities, optimization opportunities, and strategic recommendations for assigned journeys

• Collaborate with Marketing Analytics on measurement frameworks and performance evaluations

• Convert data, experimental results, and member insights into actionable recommendations

• Advocate for testing, learning, and optimization to enhance member and business outcomes

• Provide guidance to the Pod Lead and marketing pod on journey priorities and optimization decisions

• Align strategy, measurement, and execution with analytics, business, and cross-functional stakeholders

• Work in collaboration with marketing, analytics, product, business, and channel teams

• Convey strategic recommendations, performance insights, and growth opportunities to stakeholders and leadership

⛳️ Requirements

• Bachelor's degree in Marketing, Business, Communications, or a related discipline, or 4+ years of equivalent relevant experience

• Over 5 years of experience in marketing strategy, lifecycle marketing, CRM marketing, customer engagement, retention marketing, or related fields

• Proven experience in developing data-driven marketing strategies for customer or member journey design and optimization

• Demonstrated ability to translate customer insights, business objectives, and performance data into actionable marketing strategies

• Experience in enhancing marketing performance through testing, experimentation, personalization, and continuous optimization

• Strong analytical skills and the ability to interpret performance data

• Proven ability to influence cross-functional teams and drive alignment in matrixed or agile environments

• Exceptional communication, facilitation, prioritization, stakeholder management, and problem-solving skills

• Ability to influence without direct authority and foster accountability across diverse teams

• Preferred experience in healthcare, insurance, Medicare, Medicaid, Stars, loyalty and rewards, preventive care, chronic condition management, or regulated industries

• Preferred experience with AXP, Adobe Journey Optimizer, or similar journey orchestration platforms

• Familiarity with customer data platforms, Next Best Action frameworks, decisioning strategies, or advanced personalization is preferred

• Preferred experience in developing learning agendas and testing strategies

• Preferred experience working within agile marketing pods or cross-functional journey teams

• Ability to work Eastern Standard Time hours

• May require up to 10% travel

• Minimum home internet speed of 25 Mbps download and 10 Mbps upload

• Dedicated workspace free from ongoing interruptions to protect member PHI/HIPAA information

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance

• Medical benefits

• Dental benefits

• Vision benefits

• 401(k) retirement savings plan

• Paid time off

• Company holidays

• Personal holidays

• Paid parental leave

• Paid caregiver leave

• Short-term disability

• Long-term disability

• Life insurance

• Personal wellness and smart healthcare decision support

• Remote work arrangement

• Training and meetings at Humana offices may require occasional travel