Director, Retention Marketing

Mdvip-posted 3 days ago

Full-time • Director

Hybrid • Boca Raton, FL

251-500 employees

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MDVIP: Transforming Primary Care, One Patient at a Time MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction. MDVIP is seeking a Director of Member Retention to own member retention goals, analytics, and the cross-functional roadmap to enhance member loyalty and reduce attrition. The ideal candidate will partner across sales, operations, marketing, and customer service teams to design and implement initiatives that strengthen member engagement and improve the overall member experience. This role offers significant visibility across the organization and the opportunity to directly influence MDVIP's long-term growth and success.

Own and achieve annual member retention goals and KPIs across the MDVIP network, developing and executing comprehensive retention strategies that address member lifecycle stages and risk factors.
Design and maintain retention analytics, dashboards, and reporting frameworks to track performance at national, regional, and practice levels, translating complex data into actionable insights for executive leadership.
Build and manage a strategic cross-functional roadmap of retention improvement initiatives, leading high-impact projects from concept through execution with measurable results.
Partner with Sales, Operations, Marketing, and Customer Service teams to implement strategic initiatives that improve network retention, including member engagement campaigns, practice-level interventions, and service enhancements.
Champion the member voice within the organization by designing feedback mechanisms, identifying opportunities to enhance the member journey, and advocating for member-centric solutions.
Conduct deep-dive analyses to understand retention trends and churn drivers, establishing benchmarks and proactively implementing intervention strategies to reduce attrition
Present retention performance, insights, and strategic recommendations regularly to senior leadership and cross-functional stakeholders.

Bachelor's Degree.
Five (5) years of experience in retention, customer success, or member engagement roles.
Three (3) years of leadership experience.
Experience with CRM systems, analytics tools, and data visualization platforms.
Experience working in a matrixed organization and driving results through cross-functional collaboration.
Demonstrated success leading lifecycle marketing teams and delivering growth through cross-functional initiatives.
Deep understanding of the patient decision-making journey and healthcare.
Proven track record of meeting or exceeding retention goals in a membership or subscription-based business.
Strong analytical skills with experience using data to drive business decisions.
Excellent project management skills with ability to manage multiple initiatives simultaneously.
Outstanding communication and presentation skills with the ability to influence senior stakeholders.

MBA Degree.
Experience in healthcare, health insurance, or membership-based service industries.
Familiarity with healthcare compliance and regulatory considerations in marketing.
Experience implementing customer success platforms or retention technology solutions.

Competitive compensation: attractive base salary complemented by performance-based incentives for eligible roles.
Comprehensive benefits: health, dental, vision insurance, and retirement plans.
Professional development: access to ongoing training and leadership development programs.
Positive work environment: consistently recognized as a Great Place to Work®, fostering a culture of collaboration and excellence.
Medical/prescription drug coverage
Dental coverage
Vision coverage
Flexible Spending Account
Health Savings Account
Dependent Care Flexible Spending Account
Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
Disability Income Protection Plan
Employee Assistance Program
401(k) retirement program
Vacation
Paid Holidays and Personal time
Paid Sick and Family and Medical Leave time as required by law.

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