Senior Manager, Member Experience

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $110k - $150k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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CARE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1945

🍽️ Food & Beverage

🏥 Healthcare

📦 Logistics

💰 Grant on 2021-11

Food & Beverage • Healthcare • Logistics

CARE is a boutique provider of high-quality, accredited carers for the Aged Care and Early Learning industries. It specializes in matching experienced professionals, recent graduates, and students with job vacancies in these sectors, facilitating rewarding career placements. CARE aims to support clients and carers by providing effective staffing solutions and contributing to their success in the industry.

📋 Description

• Lead the strategy and execution of marketing programs that improve the member experience across every stage of the journey • Maintain understanding of the end-to-end member journey from outreach and recruitment through onboarding, participation, education, re-engagement, and future opportunities • Create journey maps, communication plans, and experience strategies • Identify gaps, friction points, and inconsistencies and recommend and implement improvements • Lead development of member-facing content across email, SMS, web pages, landing pages, portals, FAQs, educational resources, call scripts, direct mail, welcome materials, and collateral • Translate complex healthcare, clinical, or research information into plain-language content • Develop messaging frameworks, content calendars, templates, and standards • Ensure content meets brand, health literacy, accessibility, privacy, regulatory, and compliance requirements • Partner with Website, Digital, Patient Recruitment, Design, Data and Analytics, Lifecycle Marketing, Operations, Member Services, Clinical, Product, Technology, legal, and compliance teams • Develop lifecycle communication programs supporting onboarding, education, participation, retention, re-engagement, and long-term member relationships • Build or oversee automated and trigger-based communications, segmentation, personalization, testing, quality assurance, and deployment • Coordinate communication timing and channel use across teams • Apply CRM, marketing automation, content management, analytics, and campaign management platforms • Translate journey requirements into audience logic, triggers, data needs, workflows, and platform requirements • Use campaign, website, operational, and member feedback data to improve experiences • Develop reporting requirements and dashboards with Data and Analytics • Establish KPIs and measure engagement, key actions, onboarding progress, retention, re-engagement, satisfaction, and feedback • Conduct or support member research, surveys, interviews, feedback collection, and voice-of-the-member activities • Share insights and recommendations with cross-functional partners and senior leaders • Lead complex cross-functional projects from strategy through implementation and measurement • Develop project plans, briefs, requirements, timelines, and decision-making processes • Communicate recommendations to technical and nontechnical stakeholders • Stay current on healthcare marketing, member experience, lifecycle marketing, health literacy, privacy, and marketing technology practices

🎯 Requirements

• Meaningful healthcare experience is required; relevant backgrounds may include clinical research, health plans, digital health, patient support programs, healthcare services, pharmaceutical organizations, health systems, or other regulated healthcare environments • Demonstrated experience developing and improving customer, patient, or member journeys • Strong content marketing background with excellent writing, editing, and storytelling skills • Experience creating consumer-friendly content from complex healthcare, scientific, clinical, or operational information • 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 the ability to interpret performance data, identify patterns, and turn 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 • 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 unable to sponsor work visas at this time

🏖️ Benefits

• Paid Time Off (PTO) and Company Paid Holidays • 100% Employer paid medical, dental, and vision insurance plan options • Health Savings Account and Flexible Spending Accounts • Bi-weekly HSA employer contribution • Company paid Short-Term Disability and Long-Term Disability • 401(k) Retirement Plan, with Company Match