Senior Manager, Member Engagement and Marketing

Collective Health•San Francisco, CA

18d•Hybrid

About The Position

At Collective Health, we're transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology,passionate service, and world-class user experience design. We're on a mission to transform the healthcare experience from confusing andplicated to empowering and trustworthy. We are looking for a stellar Member Engagement and Marketing Leader to build and execute on our member engagement strategy, ensuring our members and their families better understand and use their health and benefits, regardless of their digital literacy, location, or language. This role blends the best of Engagement Marketing with Product Marketing excellence. You will be a critical bridge between Marketing, Product, and our member-facing teams, playing a vital role in shaping how our diverse member base experiences and navigates their benefits. ing to the Head of Brand & Experiential Marketing, you will define and execute aprehensive,pliant, and culturally sensitive omnichannelmunication strategy. You will be responsible formunication journeys within our app (in partnership with UX Content Design, Insights and Product), across member advocacy (in partnership with Member Advocacy leadership), and IRL by owning Collective Health's Open Enrollment strategy and execution as well as membermunications via the client. You will play a vital role in engaging with our top customers to understand their membermunication needs and develop flexible, customizable options and reporting around membermunications and engagement. You will be responsible for gathering insights, structuring and prioritizing marketing and member engagement initiatives, and executing a strategic plan that leverages our technology and creative capabilities. Success in this role is measured by your ability to deliver clear,pliant, consistent, and impactfulmunications at scale to all members, balancing customer requirements, the Collective Health brand and sensitivity for diverse member preferences.

Requirements

12+ years of experience in member/customer engagement, product-led growth marketing, or product marketing, with a strong focus on multi-channel campaign strategy and execution within a regulated environment. A bonus if you have experience in B2C product-led growth.
Proven experience in driving member engagement in the health benefits space with experience managing relationships with jumbo employers.
Deep understanding of marketing principles, testing and analytics, automation platforms, conversion optimization, and performance metrics across various digital and non-digital channels.
Experience managing a team, with ability to coach and direct both individual contributors and leaders, as well as manage external vendor relationships to produce content and engagement assets.
Proven experience developing and executing effective omnichannel campaign strategies that leverage segmentation, targeting, personalization, and experimentation.
Demonstrated understanding of key regulations impacting membermunications in the health benefits space, including ERISA & HIPAA or experience in healthcare.
Stronganizational and project management skills, with the ability to manage multiple projects simultaneously and provide timely feedback to stakeholders.
Strong cross-functional collaboration
Ability to balance strategy with excellent execution-this requires hands-on focus in addition to team leadership.
Experience with specificmunication or marketing automation platforms (e.g., Customer.io, Google Messages for SMS, Hubspot); bonus points if you have also led or supported content ormunication system migrations.
Experience with user research methodologies involving diverse populations, including those with varying levels of digital literacy.
Bachelor's degree or equivalent experience (6+ years) in a relevant field.
Basic understanding of localization and the considerations formunicating with audiences in different languages.
Exceptional writing and editing skills, with a high quality bar and a meticulous approach to brand and style adnce.
A firm grasp on goodmunication design, information architecture, and how audiences interact with landing pages, forms, and app or web interfaces. You can anticipate, spot, and fix friction points in a conversion path, and don't just write an email but inform its performance.

Nice To Haves

Experience or interest in behavioral science techniques, and how to leverage different techniques to inspire engagement and encourage behavior change.
Demonstrated experience with crisismunications and the ability to handle difficult, emotional, or publicplaints with empathy, speed, and de-escalation skills.
Experience with Customer.IO is a plus

Responsibilities

Own and drive the omnichannel member engagement strategic plan for all membermunications, prioritizing initiatives based on business objectives, client needs, regulatory requirements, and the diverse digital and lingual needs of our member base.
Serve as the client point of contact for all member engagement activities, maintaining a strong relationship with critical clients including jumbo employers.
Define product requirements for membermunications and set the vision for program enhancements in close partnership with Product Management, UX Content Design, and Product Marketing.
Serve as an advocate for cohesive, effective, and inclusive membermunications across theanization, ensuring alignment with brand standards and legal requirements for all members, across various outreach channels (e.g., email, in-app, SMS, web, and in-person/experiential channels).
Define and track key engagement and growth metrics to measure the effectiveness ofmunication initiatives across all member segments and identify areas for improvement.
Defineanization-widemunications governance program, lead change management, and align stakeholders across theanization including Product, Engineering, Legal, and Commercial, including leading system migrations to implement a best-in-classmunications technology system.
Lead the execution of marketing automation campaigns, establishing the requirements for a flexible tech stack, data pipelines and dynamic content templates to deliver flexible, personalizedmunications at scale. Ensure internal and client reporting and customization capabilities are robust.
Partner crossfunctionally with Product, Insights, Product Marketing, Member Advocacy, Population Health, Client Success, Legal, Brand, UX Content Design, and others to conduct research, developmunication strategies, and execute tactics that ad to Collective Health guidelines, uphold accessibility standards, and meet all necessary regulatory obligations.
Communicate progress, insights, and rmendations clearly and routinely to internal and external stakeholders.
Lead and grow a high-performing team to execute on member engagementmitment, including Open Enrollment, email/SMS/app/phone/AI campaigns, and cross-channel outreach.
Establish and evangelize processes and practices that standardizemunication development and execution, and uphold quality standards.