Senior Manager, Member Engagement and Marketing

Collective Health•San Francisco, CA

13d•$119,500 - $187,500•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, compassionate service, and world-class user experience design. We're on a mission to transform the healthcare experience from confusing and complicated 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. Reporting to the Head of Brand & Experiential Marketing, you will define and execute a comprehensive, compliant, and culturally sensitive omnichannel communication strategy. You will be responsible for communication 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 member communications via the client. You will play a vital role in engaging with our top customers to understand their member communication needs and develop flexible, customizable options and reporting around member communications 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, compliant, consistent, and impactful communications 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 member communications in the health benefits space, including ERISA & HIPAA or experience in healthcare.
Strong organizational 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 specific communication or marketing automation platforms (e.g., Customer.io, Google Messages for SMS, Hubspot); bonus points if you have also led or supported content or communication 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 for communicating with audiences in different languages.
Exceptional writing and editing skills, with a high quality bar and a meticulous approach to brand and style adherence.
A firm grasp on good communication 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 crisis communications and the ability to handle difficult, emotional, or public complaints with empathy, speed, and de-escalation skills.
Experience with Customer.IO is a plus
Willingness to travel, approx 25% of time

Responsibilities

Own and drive the omnichannel member engagement strategic plan for all member communications, 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 member communications 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 member communications across the organization, 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 of communication initiatives across all member segments and identify areas for improvement.
Define organization-wide communications governance program, lead change management, and align stakeholders across the organization including Product, Engineering, Legal, and Commercial, including leading system migrations to implement a best-in-class communications 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, personalized communications 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, develop communication strategies, and execute tactics that adhere to Collective Health guidelines, uphold accessibility standards, and meet all necessary regulatory obligations.
Communicate progress, insights, and recommendations clearly and routinely to internal and external stakeholders.
Lead and grow a high-performing team to execute on member engagement commitment, including Open Enrollment, email/SMS/app/phone/AI campaigns, and cross-channel outreach.
Establish and evangelize processes and practices that standardize communication development and execution, and uphold quality standards.