Channel Development, Lead Retention

Humana

6d•$115,200 - $158,400•Remote

About The Position

The Channel Development, Retention Lead defines sales product strategy and drives sustained mail-order pharmacy utilization by increasing refill rates, auto-refill enrollment, and long-term member engagement. The role owns the member lifecycle from first fill through repeat fills, auto-refill adoption, and ongoing adherence, with the goal of maintaining member engagement and continued use of mail-order pharmacy services. This position partners with Operations, Marketing, Contact Center, Product, Analytics, and Clinical teams to optimize inbound and outbound member touchpoints, reduce refill leakage, and improve prescription continuity. Through data-driven insights, targeted retention initiatives, and ongoing performance optimization, the role 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. The role provides data-driven expertise and management reporting to improve sales performance and market share; develops go-to-market strategies and identifies new business opportunities; and analyzes trends and utilization to find areas for improvement. It collaborates with business leaders, Marketing, and Finance on effective, strategic, competitive sales plans. The position advises executives on significant functional strategies, exercises independent judgment on complex issues, and works under minimal supervision. This is a remote position with occasional travel to Humana offices for training or meetings. Home or hybrid home/office employees must have internet service with at least 25 Mbps download and 10 Mbps upload speeds and work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information. Humana provides appropriate telephone equipment. Employees living and working from home in California, Illinois, Montana, or South Dakota receive a bi-weekly internet expense payment. The role is scheduled for 40 hours per week.

Requirements

At least 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 and ability to translate data and insights into actionable growth and retention strategies.
Experience managing performance against 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, including 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.
Passion for 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 sales product strategy for one or more lines of business and target markets or business segments.
Drive sustained mail-order pharmacy utilization by increasing refill rates, auto-refill enrollment, and long-term member engagement.
Own the member lifecycle from first fill through repeat fills, auto-refill adoption, and ongoing adherence.
Partner 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 prescription continuity.
Use data-driven insights and targeted retention initiatives to improve refill rates, auto-refill adoption, member retention, and prescription growth.
Provide data-driven expertise and management reporting to improve sales performance and market share.
Develop go-to-market strategies and identify new business opportunities to increase the sales portfolio.
Analyze trends and utilization to identify areas for improvement.
Collaborate with business leaders, Marketing, and Finance to develop effective, strategic, and competitive sales plans.
Advise executives on significant functional strategies.
Exercise independent judgment and decision-making on complex issues while working under minimal supervision.

Benefits

Medical, dental, and vision benefits.
401(k) retirement savings plan.
Paid time off, company holidays, and personal holidays.
Paid parental and caregiver leave.
Short-term and long-term disability insurance.
Life insurance.
Other opportunities supporting whole-person well-being.
Bonus incentive plan based on company and/or individual performance.
Bi-weekly internet expense payment for eligible employees who live and work from home in California, Illinois, Montana, or South Dakota.
Telephone equipment appropriate to the position's business requirements.