Lead, Retention, Channel Development

Humana

2d • $115,200 - $158,400 • Remote

About The Position

The Channel Development Lead defines the sales product strategy for single or multiple lines of business targeting specific markets and/or business segments. The Channel Development Lead works on problems of diverse scope and complexity ranging from moderate to substantial. The Channel Development, Retention Lead, is responsible for driving sustained mail order pharmacy utilization through strategies that increase refill rates, auto-refill enrollment, and long-term member engagement. This role owns the end-to-end member lifecycle from first fill through repeat fills, auto-refill adoption, and ongoing adherence, ensuring members remain engaged and continue utilizing mail order pharmacy services. The position partners closely with Operations, Marketing, Contact Center, Product, Analytics, and Clinical teams to optimize member touchpoints across inbound and outbound channels, identify and reduce refill leakage, and improve script continuity. Through data-driven insights, targeted retention initiatives, and continuous performance optimization, the Associate Director is accountable for improving refill rates, increasing auto-refill adoption, reducing member attrition, and driving sustainable prescription growth while delivering a seamless, member-first experience. Provide data driven expertise and management reporting to improve sales performance and increase market share. Develop go to market strategies and identify new business opportunities to increase overall sales portfolio. Identify key areas of improvement through trend and utilization analysis. Collaborate closely with business leaders, marketing and finance to ensure effective, strategic, and competitive sales plans. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Requirements

• 5+ years of experience in customer engagement, retention, lifecycle marketing, pharmacy, healthcare, contact center operations, or related growth-focused roles.
• Proven experience developing and executing strategies that improve customer retention, utilization, adherence, or recurring revenue performance.
• Demonstrated success leading cross-functional initiatives across Operations, Marketing, Analytics, Product, and Customer Experience teams.
• Strong analytical skills with the ability to translate data and insights into actionable growth and retention strategies.
• Experience managing performance against key metrics such as retention, refill rates, conversion, engagement, utilization, customer lifetime value, and operational KPIs.
• Experience building business cases, prioritizing growth opportunities, and driving measurable business outcomes.
• Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication, presentation, and stakeholder management skills, including experience influencing senior leaders.
• Proficiency with CRM, campaign management, reporting, and analytics platforms.
• Comprehensive knowledge of Microsoft Word, Excel and Access.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Nice To Haves

• Bachelor's degree in Business, Marketing, Healthcare Administration, Pharmacy, Communications, or a related field.

Responsibilities

• Define the sales product strategy for single or multiple lines of business targeting specific markets and/or business segments.
• Drive sustained mail order pharmacy utilization through strategies that increase refill rates, auto-refill enrollment, and long-term member engagement.
• Own the end-to-end member lifecycle from first fill through repeat fills, auto-refill adoption, and ongoing adherence.
• Partner closely with Operations, Marketing, Contact Center, Product, Analytics, and Clinical teams to optimize member touchpoints across inbound and outbound channels.
• Identify and reduce refill leakage, and improve script continuity.
• Improve refill rates, increase auto-refill adoption, reduce member attrition, and drive sustainable prescription growth.
• Deliver a seamless, member-first experience.
• Provide data-driven expertise and management reporting to improve sales performance and increase market share.
• Develop go-to-market strategies and identify new business opportunities to increase overall sales portfolio.
• Identify key areas of improvement through trend and utilization analysis.
• Collaborate closely with business leaders, marketing and finance to ensure effective, strategic, and competitive sales plans.
• Advise executives to develop functional strategies on matters of significance.
• Exercise independent judgment and decision making on complex issues regarding job duties and related tasks.
• Use independent judgment requiring analysis of variable factors and determining the best course of action.

Benefits

• medical
• dental
• vision
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree