Lead, Engagement Marketing – Telephonic Channels

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $126.300 - $173.700 / ano

⏰ Tempo Integral

🟠 Sênior

🎯 Marketing

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Humana

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1961

⚕️ Seguro de Saúde

Healthcare Insurance

A Humana é uma empresa de saúde dedicada a gerar um impacto positivo na saúde de indivíduos, comunidades e do sistema de saúde como um todo. Com foco em colocar a saúde em primeiro lugar, a Humana atende a uma ampla e diversa gama de populações, incluindo idosos e militares, oferecendo planos Medicare Advantage (HMO, PPO e PFFS). A Humana está comprometida em promover uma cultura de pertencimento e respeito mútuo, oferecendo benefícios competitivos e flexíveis para garantir a segurança financeira de seus funcionários e de suas famílias. A empresa se orgulha de criar um ambiente de trabalho inclusivo, no qual todos têm a oportunidade de ter sucesso.

Descrição

• Lead the strategic oversight and continuous optimization of the live agent channels for marketing campaigns to improve member health outcomes, including both dedicated campaign call centers and Humana’s general customer service • Collaborate with cross-functional teams to forecast call volume, managing timing of outreaches, and plan capacity and resources • Champion the voice of the members by listening to calls for quality and insights, integrating feedback, and enhancing engagements using behavioral signals • Partner with call centers to ensure they have the data they need to deliver personalized support to members on key health topics • Collaborate on strategic projects to improve data and technology integration with call centers, including data exchanges, technology advancements, and operational improvements • Develop and refine test-and-learn strategies, including hypotheses, measurement plans, and performance goals • Execute and optimize multi-channel campaigns (email, mail, SMS, app, web, call center, IVR) across all engagement areas • Support journey mapping and personalization efforts, including NBA (Next Best Action) logic and content orchestration • Participate in agile pod operations, including sprint planning, backlog grooming, and tracking deliverables. • Monitor operational performance to help enable efficient program delivery • Lead performance tracking, outcomes reporting and analyses of live agent channels to inform strategic decisions and roadmap iterations.

🎯 Requisitos

• Bachelor’s degree in Marketing, Communications, Business, or a related field or equivalent years of relevant experience. • Minimum of 8 years of experience in lifecycle or customer engagement marketing. • Demonstrated 5 years experience in strategic and operational management of marketing channels, preferably in Live Agent channel. • Demonstrated 5 years experience in performance analyses and leveraging data to inform marketing strategies and drive performance. • Proven ability to manage multiple projects simultaneously with strong attention to detail. • Must be willing to work EST/CST hours

🏖️ Benefícios

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave) • short-term and long-term disability • life insurance and many other opportunities