Senior Manager, Member Experience Marketing
C
Care AccessHealthcare marketing
Remote within the United States.Full-TimeManager
Salary110,000 - 150,000 USD per year
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Job Details
- Experience
- 7 to 10 years of progressive experience in marketing, member communications, lifecycle marketing, customer experience, or a related field.
- Required Skills
- Project ManagementCRM
Requirements
- Meaningful healthcare experience in clinical research, health plans, digital health, patient support programs, healthcare services, pharmaceutical organizations, health systems, or another regulated healthcare environment.
- Demonstrated experience developing and improving customer, patient, or member journeys.
- Strong content marketing background, including writing, editing, and storytelling.
- Experience turning complex healthcare, scientific, clinical, or operational information into consumer-friendly content.
- Experience developing lifecycle programs across email, SMS, web, portals, direct mail, or other owned channels.
- Working knowledge of CRM, marketing automation, content management, analytics, and campaign management platforms.
- Experience with audience segmentation, personalization, triggered communications, and campaign testing.
- Strong data literacy, including interpreting performance data, identifying patterns, and turning insights into recommendations.
- Experience partnering with digital, website, creative, design, data, technical, operational, and compliance stakeholders.
- Understanding of health literacy, accessibility, privacy, consent, clinical research, and healthcare communication requirements.
- Strong project management skills and ability to manage multiple initiatives, stakeholders, and deadlines.
- Bachelor’s degree in marketing, communications, business, public health, healthcare administration, or a related field, or equivalent professional experience.
Responsibilities
- Maintain an understanding of the end-to-end member journey and create journey maps, communication plans, and experience strategies.
- Identify gaps and friction in the member experience and coordinate improvements across teams.
- Write, edit, and oversee member-facing content across email, SMS, web, portals, FAQs, educational resources, call scripts, direct mail, and other materials.
- Translate complex healthcare, clinical, or research information into plain-language content for different member segments and journey stages.
- Partner with Website, Digital, Patient Recruitment, Design, Data and Analytics, Lifecycle Marketing, Operations, Clinical, Product, and Technology teams to coordinate member experiences.
- Develop lifecycle communication programs and automated, trigger-based communications for onboarding, education, participation, retention, and re-engagement.
- Oversee campaign setup, segmentation, personalization, testing, quality assurance, and deployment.
- Establish goals and KPIs, evaluate campaign and member feedback data, and develop testing plans and recommendations.
- Lead cross-functional projects from strategy through implementation and measurement, including project plans, briefs, requirements, and timelines.
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