Collective Health · 1 week ago
Senior Manager, Member Engagement and Marketing
San Francisco, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$149K/yr - $188K/yr
12+ years expCollective Health is transforming how employers and their people engage with their health benefits through technology and user experience design. The Senior Manager, Member Engagement and Marketing will lead the member engagement strategy, ensuring effective communication and understanding of health benefits among diverse members while collaborating across various teams.
Health CareHealth InsuranceInsurTech
Responsibilities
Own and drive the omnichannel member engagement strategic plan for all member communications, prioritizing initiatives based on business objectives, client needs, regulatory requirements, and the diverse digital and lingual needs of our member base
Serve as the client point of contact for all member engagement activities, maintaining a strong relationship with critical clients including jumbo employers
Define product requirements for member communications and set the vision for program enhancements in close partnership with Product Management, UX Content Design, and Product Marketing
Serve as an advocate for cohesive, effective, and inclusive member communications across the organization, ensuring alignment with brand standards and legal requirements for all members, across various outreach channels (e.g., email, in-app, SMS, web, and in-person/experiential channels)
Define and track key engagement and growth metrics to measure the effectiveness of communication initiatives across all member segments and identify areas for improvement
Define organization-wide communications governance program, lead change management, and align stakeholders across the organization including Product, Engineering, Legal, and Commercial, including leading system migrations to implement a best-in-class communications technology system
Lead the execution of marketing automation campaigns, establishing the requirements for a flexible tech stack, data pipelines and dynamic content templates to deliver flexible, personalized communications at scale. Ensure internal and client reporting and customization capabilities are robust
Partner crossfunctionally with Product, Insights, Product Marketing, Member Advocacy, Population Health, Client Success, Legal, Brand, UX Content Design, and others to conduct research, develop communication strategies, and execute tactics that adhere to Collective Health guidelines, uphold accessibility standards, and meet all necessary regulatory obligations
Communicate progress, insights, and recommendations clearly and routinely to internal and external stakeholders
Lead and grow a high-performing team to execute on member engagement commitment, including Open Enrollment, email/SMS/app/phone/AI campaigns, and cross-channel outreach
Establish and evangelize processes and practices that standardize communication development and execution, and uphold quality standards
Qualification
Required
12+ years of experience in member/customer engagement, product-led growth marketing, or product marketing, with a strong focus on multi-channel campaign strategy and execution within a regulated environment
Proven experience in driving member engagement in the health benefits space with experience managing relationships with jumbo employers
Deep understanding of marketing principles, testing and analytics, automation platforms, conversion optimization, and performance metrics across various digital and non-digital channels
Experience managing a team, with ability to coach and direct both individual contributors and leaders, as well as manage external vendor relationships to produce content and engagement assets
Proven experience developing and executing effective omnichannel campaign strategies that leverage segmentation, targeting, personalization, and experimentation
Demonstrated understanding of key regulations impacting member communications in the health benefits space, including ERISA & HIPAA or experience in healthcare
Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and provide timely feedback to stakeholders
Strong cross-functional collaboration
Ability to balance strategy with excellent execution–this requires hands-on focus in addition to team leadership
Experience with specific communication or marketing automation platforms (e.g., Customer.io, Google Messages for SMS, Hubspot); bonus points if you have also led or supported content or communication system migrations
Experience with user research methodologies involving diverse populations, including those with varying levels of digital literacy
Bachelor's degree or equivalent experience (6+ years) in a relevant field
Basic understanding of localization and the considerations for communicating with audiences in different languages
Exceptional writing and editing skills, with a high quality bar and a meticulous approach to brand and style adherence
A firm grasp on good communication design, information architecture, and how audiences interact with landing pages, forms, and app or web interfaces
Preferred
Experience or interest in behavioral science techniques, and how to leverage different techniques to inspire engagement and encourage behavior change
Demonstrated experience with crisis communications and the ability to handle difficult, emotional, or public complaints with empathy, speed, and de-escalation skills
Experience with Customer.IO is a plus
Benefits
Health insurance
401k
Paid time off
Company
Collective Health
Collective Health is a modern TPA integrating plan admin, navigation and advocacy to deliver a better health benefits experience for all.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$725MKey Investors
Health Care Service CorporationSoftBank Vision FundNew Enterprise Associates
2021-05-04Series F· $280M
2019-06-17Series E· $210M
2018-02-28Series D· $110M
Leadership Team
Ali Diab
CEO & Co-Founder
Scott Murray
Chief Operating Officer
Recent News
Company data provided by crunchbase