Position Summary
We are looking for a strategic and data-driven Customer Lifecycle Marketing Lead to join our team. In this role, you will be responsible for designing and implementing effective marketing programs that enhance customer engagement and retention throughout their journey. You will leverage insights and data to build optimized workflows, ensuring a seamless experience from onboarding to renewals.
Key Responsibilities
- Lifecycle Program Design:
Develop and implement customer lifecycle marketing programs from the initial touchpoint through onboarding and renewals, ensuring a cohesive and engaging experience.
- CRM Workflow Optimization:
Build and optimize CRM workflows, including routing and SLAs for timely follow-up. Collaborate with cross-functional teams to streamline processes and enhance customer interactions.
- Onboarding & Education Development:
Create and refine onboarding and educational flows, ensuring clarity on RBP (Relevant Benefits and Promotions) to drive customer retention and satisfaction.
Launch NPS (Net Promoter Score) and CSAT (Customer Satisfaction) initiatives, capturing and acting on member feedback to continuously improve the customer experience.
- Data Analysis & Reporting:
Analyze customer data and marketing performance metrics to inform strategy and identify opportunities for improvement. Present findings and recommendations to stakeholders.
- Cross-Functional Collaboration:
Work closely with product, sales, and customer service teams to align marketing initiatives with business goals and enhance the overall customer journey.
Skills Experience Required
- Bachelor’s degree in Marketing, Business, or a related field.
- 5+ years of experience in customer lifecycle marketing or related roles, preferably within e-commerce or technology sectors, preferably within the healthcare and or health insurance industry.
- Proven track record of designing and executing successful lifecycle marketing programs.
- Strong proficiency in CRM tools and marketing automation platforms (e.g., Salesforce, HubSpot).
- Excellent analytical skills with the ability to interpret data and make data-driven decisions.
- Exceptional communication and collaboration skills, with a customer-centric mindset.
What We Offer
- Competitive Salary & Benefits: Enjoy a comprehensive compensation package that recognizes your skills and contributions.
- Flexible Work Environment: Benefit from remote work options and flexible hours, allowing you to maintain a healthy work-life balance.
- Professional Development: Access to training programs and workshops to enhance your skills and career growth.
- Creative Culture: Be part of a dynamic team that values innovation, creativity, and collaboration.
- Health & Wellness: Comprehensive health plans, wellness initiatives, and resources to support your well-being.
- Team Events: Participate in regular team-building activities, celebrations, and social events to foster camaraderie.
Specific Individual Considerations
The designation of "essential functions" and "other duties" is for purposes of compliance with the Americans with Disabilities Act. This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualifications for this position. Incumbents may be required to follow any additional related instructions, acquire related job skills, and perform other related work as required. Incumbents in this position may be required to perform all or some of the above duties and responsibilities with varying levels of concentration based on the incumbent’s skill level and program needs.
Job Type: Full-time
Pay: $85,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: Remote
