Responsibilities

• Develop integrated member retention plans across the lifecycle, including onboarding, education, engagement, service recovery, renewal, and win-back initiatives.
• Analyze member, experience, utilization, demographic, channel, and market data to identify retention opportunities, churn indicators, priority segments, and actionable insights.
• Build forecasts and business cases for retention programs, including expected impact on renewal, disenrollment, engagement, member lifetime value, cost, and ROI/ROMI.
• Lead cross-functional development and execution of personalized, omnichannel member communications that clearly communicate plan value, benefits, resources, required actions, and renewal information.
• Establish retention KPIs and measurement plans; track renewal, voluntary disenrollment, engagement, response, conversion, satisfaction, channel performance, and ROI/ROMI; and recommend optimizations based on results.
• Partner with Marketing Research, Analytics, Product, Service, Clinical, Digital, Operations, Compliance, and other stakeholders to understand member needs, address experience gaps, and coordinate retention interventions.
• Guide marketing team members in the development of retention briefs, audience strategies, member journeys, testing roadmaps, forecasts, and performance reporting.
• Manage campaign and program budgets, vendor resources, timelines, approvals, risks, and reporting for retention initiatives.
• Other duties as assigned.

Requirements

• Bachelor's Degree – Marketing, Business or related field
• Substitutions 6 years’ experience
• 8 years' experience coordinating the end to end delivery of marketing strategy programs
• 3-5 year's experience managing cross functional teams and creative development
• 2-5 years' experience developing forecast and ROI analysis
• 2-5 years' experience in the development of marketing plan including tactical development and budget
• Demonstrated experience in creativity, marketing strategy work within program with complex deliverables
• Provide oversite to cross functional team to stay on strategy and lead matrix team members
• Demonstrated experience working across multiple organization to successful completion of project
• Experience in effectively prioritizing and managing a large volume of projects to completion

Preferred

• Experience in the marketing of health or other insurance products is preferred
• Previous experience providing coaching or guidance to coworkers on marketing practices
• Professional experience using technology, tools, and AI in a Marketing function