The Communication and Marketing Specialist's main objective of this role is to define and evolve the customer journey framework to align with strategic objectives using campaign performance metrics, industry analysis, and current trends. This role will manage all non-medical touchpoints for members including email, SMS, phone, customer portal, etc. and will ensure customer issues are resolved promptly. This role requires someone with strong verbal and written interpersonal skills.

RESPONSIBILITIES:

• Develop and implement a customer-centric lifecycle journey that deepens product and service awareness and engagement and optimizes customer lifetime value
• Optimize the customer journey
• Create and execute retention campaigns including re-promotions, cancel/save rate, and X-sell Upsell promotions
• Run A/B tests for campaigns and derive customer insights
• Continuously collect, evaluate, and analyze customer data/feedback
• Use CRM systems to manage consumer relationships
• Understand the sources of data that feed into our CRM system and recommend how best to collect, organize, and use this data to maximize revenue and member engagement
• Leverage consumer data to develop new ways to meet customers’ needs
• Collaborate with sales, marketing, patient success, and operations teams to improve the customer experience
• Manage all non-medical customer touchpoints (email, SMS, phone, customer portal, etc.)
• Assist marketing to develop target audiences for sales and service communications (email, social, web, print, etc.)

SKILLS & REQUIREMENTS:

• Bachelor’s in marketing or a related field required
• Minimum two (2) years of marketing experience with one-two (1-2) years of customer journey experience
• Knowledge of customer acquisition and retention strategies
• Exceptional verbal and written communication skills
• Social and emotional awareness to tailor interactions for individual customers
• Background in a subscription/membership retention
• Ability to collaborate well with other customer care team members
• Analytical and data-driven
• Ability to work in a fast-paced environment while managing multiple tasks
• Knowledge of email platforms such as Hubspot or other CRM databases

Full-time, 1 FTE

Benefits Eligible