Senior Manager, Member Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the planning and implementation of marketing initiatives aimed at enhancing the member experience throughout their entire journey.

• Maintain a comprehensive understanding of the member experience from outreach and recruitment to onboarding, participation, education, re-engagement, and future opportunities.

• Develop journey maps, communication strategies, and experience plans.

• Identify gaps, friction points, and inconsistencies, providing recommendations and executing improvements.

• Spearhead the creation of member-facing content for various channels including email, SMS, web pages, landing pages, portals, FAQs, educational materials, call scripts, direct mail, welcome packets, and collateral.

• Simplify complex healthcare, clinical, or research information into accessible content.

• Create messaging frameworks, content calendars, templates, and standards.

• Ensure that all content complies with brand, health literacy, accessibility, privacy, regulatory, and compliance standards.

• Collaborate with teams across Website, Digital, Patient Recruitment, Design, Data and Analytics, Lifecycle Marketing, Operations, Member Services, Clinical, Product, Technology, Legal, and Compliance.

• Develop communication programs that support onboarding, education, participation, retention, re-engagement, and long-term member relationships.

• Create or manage automated and trigger-based communications, including segmentation, personalization, testing, quality assurance, and deployment.

• Coordinate the timing and use of communication channels across various teams.

• Utilize CRM, marketing automation, content management, analytics, and campaign management platforms.

• Translate journey requirements into audience logic, triggers, data needs, workflows, and platform specifications.

• Leverage campaign, website, operational, and member feedback data to enhance experiences.

• Establish reporting requirements and dashboards in collaboration with Data and Analytics.

• Set KPIs and measure engagement metrics, key actions, onboarding progress, retention rates, re-engagement levels, satisfaction, and feedback.

• Conduct or assist with member research, surveys, interviews, feedback collection, and voice-of-the-member initiatives.

• Share insights and recommendations with cross-functional teams and senior management.

• Lead intricate cross-functional projects from strategic planning to implementation and evaluation.

• Create project plans, briefs, requirements, timelines, and decision-making frameworks.

• Effectively communicate recommendations to both technical and non-technical stakeholders.

• Stay informed about trends in healthcare marketing, member experience, lifecycle marketing, health literacy, privacy, and marketing technology.

⛳️ Requirements

• Significant healthcare experience is essential; relevant backgrounds may include clinical research, health plans, digital health, patient support programs, healthcare services, pharmaceutical companies, health systems, or other regulated healthcare settings.

• Proven experience in developing and enhancing customer, patient, or member journeys.

• Strong foundation in content marketing with exceptional writing, editing, and storytelling skills.

• Experience in creating consumer-friendly content from intricate healthcare, scientific, clinical, or operational information.

• Background in developing lifecycle programs across email, SMS, web, portals, direct mail, or other owned channels.

• Familiarity with CRM, marketing automation, content management, analytics, and campaign management platforms.

• Experience in audience segmentation, personalization, triggered communications, and campaign testing.

• Strong data literacy, with the ability to interpret performance data, identify trends, and convert insights into actionable recommendations.

• Experience collaborating with digital, website, creative, design, data, technical, operational, and compliance stakeholders.

• Understanding of health literacy, accessibility, privacy, consent, clinical research, and healthcare communication protocols.

• Excellent project management capabilities, with the ability to oversee multiple initiatives, stakeholders, and deadlines.

• Bachelor’s degree in marketing, communications, business, public health, healthcare administration, or a related field, or equivalent professional experience.

• 7 to 10 years of progressive experience in marketing, member communications, lifecycle marketing, customer experience, or a related field.

• Must be able to work remotely within the United States.

• Care Access is currently unable to sponsor work visas.

🏝️ Benefits

• Paid Time Off (PTO) along with Company Paid Holidays.

• 100% Employer covered medical, dental, and vision insurance plan options.

• Health Savings Account and Flexible Spending Accounts.

• Bi-weekly HSA employer contributions.

• Company sponsored Short-Term Disability and Long-Term Disability.

• 401(k) Retirement Plan with Company Match.