• Sr Director of Member Engagement (Healthcare Member Engagement and Segmentation Experience required).

    Posted Date 1 month ago(9/11/2018 10:05 PM)
    Job ID
    2018-5618
    # of Openings
    1
    Category
    Sales & Marketing
    Type
    Full Time Regular
  • Overview

    The Senior Director, Member Experience and Engagement will be responsible for developing and executing the member experience and engagement strategies for all of Matrix Medical Network’s products and services.

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    Position Summary: 

    This position will provide leadership for enterprise-wide member experience projects and initiatives, including responsibility for the design, testing, execution and analysis of multi-channel programs designed to improve the end to end member experience and driving successful member engagement and net yield.

    This individual will develop viable member segmentation schema and member insights from data analysis and translate that into actionable strategies to gain member consent. This role has ultimate accountability for driving improved outcomes for members, including contact, consent and completion rates, along with improved member satisfaction.

    Responsibilities

    • Champion member experience initiatives across the company through strategic communications, presentations, workshops and leadership forums.
    • Responsible for strategy development and leading member experience efforts across all products and services, including documenting observations, conducting analyses and building recommendations for change based on outcomes of member research and campaign management.
    • Improve member engagement by influencing operational processes to provide a full life-cycle view to member experience.
    • Manage relevant member experience projects and initiatives across the company to meet targeted results, including building project plans, managing and facilitating execution, tracking progress and reporting results.
    • Develop, implement and maintain member segmentation schema and oversee analytics that enable testing of campaigns and tactics that improve member acquisition and retention.
    • Working cross-functionally, develop and implement multi-channel campaigns to improve member conversion, satisfaction and retention.
    • Lead a team of marketing personnel to work with Account Management team, internal partners and clients to develop and execute successful member outreach campaigns.
    • Lead efforts in optimizing use of current and new technologies (e.g., campaign management, customer communications management) to improve efficiencies and outreach effectiveness.

    Qualifications

    Minimum of 10+ years of related work experience.

     

    Educational Requirements:

    Bachelor degree in business, marketing or related discipline required, Master’s degree a plus

     

    Required Skills and Abilities:

    • Member engagement and segmentation experience in healthcare required.
    • Strategic thinker that can translate the big picture into actionable campaigns and tactics.
    • Strong analytical and decision-making capabilities that support opportunity identification and campaign development, tracking and measurement.
    • Deep member segmentation and loyalty management experience.
    • Solid knowledge of multi-channel campaign management (e.g., mail, email, call center, etc.).
    • Excellent verbal and written communications skills including proven ability to identify and present findings.
    • Advanced organizational and project management abilities, including the ability to work within tight deadlines on a range of projects.
    • Strong knowledge of Microsoft Office Suite and analytics tools (e.g., Tableau).
    • Experience with using campaign management and customer communications management tools to test, manage and execute member outreach.
    • Familiarity with compliance and legal requirements related to member outreach in the healthcare industry.
    • Proven ability to lead in a complex multi-stakeholder environment

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