Senior Manager, Member Experience Marketing

Care Access

20h•$110,000 - $150,000•Remote

About The Position

About Care Access Care Access is working to make the future of health better for all. With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health services directly to communities that often face barriers to care. We are dedicated to ensuring that every person has the opportunity to understand their health, access the care they need, and contribute to the medical breakthroughs of tomorrow. With programs like Future of Medicine, which makes advanced health screenings and research opportunities accessible to communities worldwide, and Difference Makers, which supports local leaders to expand their community health and wellbeing efforts, we put people at the heart of medical progress. Through partnerships, technology, and perseverance, we are reimagining how clinical research and health services reach the world. Together, we are building a future of health that is better and more accessible for all. To learn more about Care Access, visit www.CareAccess.com. How This Role Makes a Difference The Senior Manager, Member Experience Marketing will lead the strategy and execution of marketing programs that improve the member experience across every stage of the journey. This person will help members understand what to expect, navigate their next steps, stay engaged, and feel connected to the organization over time. The ideal candidate is a well-rounded healthcare marketer who combines strong content development skills with experience in lifecycle marketing, journey orchestration, marketing technology, and data-informed decision-making. They will work closely with Website, Patient Recruitment, Lifecycle Marketing, Design, Data and Analytics, Operations, Clinical, and other teams to create a connected experience across member touchpoints. This role focuses on member-facing communications and experiences across owned channels. How You'll Make An Impact Member Journey and Experience Strategy Maintain a clear understanding of the end-to-end member journey, from initial outreach and recruitment through onboarding, ongoing participation, education, re-engagement, and future opportunities. Create journey maps, communication plans, and experience strategies that reflect members’ needs, questions, motivations, and potential barriers at each stage. Collaborate with member experience to identify gaps, friction points, and inconsistencies in the member experience, and work across teams to recommend and implement improvements. Ensure that communications and experiences feel coordinated, relevant, and consistent, even when different teams own individual touchpoints. Translate organizational goals into member-centered experiences that help people take the next appropriate action. Serve as a champion for the member perspective in marketing, operational, and digital initiatives. Content Strategy and Development Lead the development of clear, engaging, and trustworthy member-facing content across channels and formats. Write, edit, and oversee content for email, SMS, web pages, landing pages, member portals, FAQs, educational resources, call scripts, direct mail, welcome materials, and digital and printed collateral. Translate complex healthcare, clinical, or research information into plain-language content that members can easily understand. Develop content for different member segments, needs, and stages of the journey. Create messaging frameworks, content calendars, templates, and standards that improve consistency and efficiency. Ensure content follows brand, health literacy, accessibility, privacy, regulatory, and compliance requirements. Partner with clinical, legal and compliance stakeholders to ensure communications are accurate and appropriate. Balance organizational priorities with what is most useful, relevant, and meaningful to the member. Cross-Functional Journey Orchestration Partner with the Website and Digital teams to ensure that member-facing web experiences support the broader member journey. Help define content, navigation, calls to action, and functional requirements for web pages, landing pages, portals, forms, and other digital experiences. Work with Patient Recruitment to create a connected experience from initial outreach through screening, enrollment, onboarding, and ongoing member participation. Work with Patient Recruitment to align recruitment and member communications so that expectations, messaging, and next steps remain consistent throughout the journey. Partner with Design to produce engaging, accessible, and brand-aligned member materials. Collaborate with Data and Analytics and Lifecycle Marketing to define audiences, develop segmentation strategies, measure performance, and identify opportunities for improvement. Work with Operations, Member Services, Clinical, Product, and Technology teams to ensure communications accurately reflect the experience members will receive. Coordinate communication timing and channel use across teams to avoid duplication, conflicting messages, or too many comms. Lifecycle Marketing and Member Communications Develop lifecycle communication programs that support onboarding, education, participation, retention, re-engagement, and long-term member relationships. Build or oversee automated and trigger-based communications based on member actions, milestones, preferences, and needs. Determine the right message, channel, and timing for different stages of the member journey. Develop thoughtful communication strategies for sensitive moments, service issues, delayed next steps, or changes to the member experience. Create personalized and segmented experiences while maintaining appropriate privacy and consent standards. Manage communication calendars to provide members with a cohesive experience across email, SMS, web, print, and other owned channels. Continuously evaluate whether existing communications are helping members feel informed, supported, and confident about what comes next. Marketing Technology and Data Apply working knowledge of CRM, marketing automation, content management, analytics, and related platforms to support member experience programs. Partner with technical teams to translate member journey requirements into audience logic, triggers, data needs, workflows, and platform requirements. Build or oversee campaign setup, segmentation, personalization, testing, quality assurance, and deployment. Understand how member data moves across systems and identify data or integration issues that may affect the member experience. Ensure communication preferences, consent requirements, and privacy standards are incorporated into campaign planning and execution. Use campaign, website, operational, and member feedback data to understand behavior and improve experiences. Develop clear reporting requirements and dashboards in partnership with Data and Analytics. Turn data into actionable recommendations rather than simply reporting channel performance. Measurement and Optimization Establish goals and key performance indicators for member communications, lifecycle programs, and journey improvements. Measure performance across areas such as engagement, completion of key actions, onboarding progress, retention, re-engagement, satisfaction, and member feedback. Develop testing plans for messaging, content, calls to action, timing, channel mix, and journey design. Use quantitative and qualitative insights to determine what is working, where members are struggling, and what should change. Conduct or support member research, surveys, interviews, feedback collection, and other voice-of-the-member activities. Share insights and recommendations with cross-functional partners and senior leaders. Maintain a continuous improvement roadmap for the member experience. Program and Stakeholder Leadership Lead complex, cross-functional projects from strategy through implementation and measurement. Develop clear project plans, briefs, requirements, timelines, and decision-making processes. Bring structure and alignment to initiatives involving multiple teams and competing priorities. Communicate recommendations clearly to both technical and nontechnical stakeholders. Stay current on healthcare marketing, member experience, lifecycle marketing, health literacy, privacy, and marketing technology practices.

Requirements

Meaningful healthcare experience is required. Relevant backgrounds may include clinical research, health plans, digital health, patient support programs, healthcare services, pharmaceutical organizations, health systems, or other regulated healthcare environments.
Demonstrated experience developing and improving customer, patient, or member journeys.
Strong content marketing background with excellent writing, editing, and storytelling skills.
Experience creating consumer-friendly content from complex healthcare, scientific, clinical, or operational information.
Experience developing lifecycle programs across email, SMS, web, portals, direct mail, or other owned channels.
Working knowledge of CRM, marketing automation, content management, analytics, and campaign management platforms.
Experience with audience segmentation, personalization, triggered communications, and campaign testing.
Strong data literacy, including the ability to interpret performance data, identify patterns, and turn insights into recommendations.
Experience partnering with digital, website, creative, design, data, technical, operational, and compliance stakeholders.
Understanding of health literacy, accessibility, privacy, consent, clinical research , and healthcare communication requirements.
Strong project management skills and the ability to manage multiple initiatives, stakeholders, and deadlines.
Bachelor’s degree in marketing, communications, business, public health, healthcare administration, or a related field, or equivalent professional experience.
7 to 10 years of progressive experience in marketing, member communications, lifecycle marketing, customer experience, or a related field.

Responsibilities

Maintain a clear understanding of the end-to-end member journey, from initial outreach and recruitment through onboarding, ongoing participation, education, re-engagement, and future opportunities.
Create journey maps, communication plans, and experience strategies that reflect members’ needs, questions, motivations, and potential barriers at each stage.
Collaborate with member experience to identify gaps, friction points, and inconsistencies in the member experience, and work across teams to recommend and implement improvements.
Ensure that communications and experiences feel coordinated, relevant, and consistent, even when different teams own individual touchpoints.
Translate organizational goals into member-centered experiences that help people take the next appropriate action.
Serve as a champion for the member perspective in marketing, operational, and digital initiatives.
Lead the development of clear, engaging, and trustworthy member-facing content across channels and formats.
Write, edit, and oversee content for email, SMS, web pages, landing pages, member portals, FAQs, educational resources, call scripts, direct mail, welcome materials, and digital and printed collateral.
Translate complex healthcare, clinical, or research information into plain-language content that members can easily understand.
Develop content for different member segments, needs, and stages of the journey.
Create messaging frameworks, content calendars, templates, and standards that improve consistency and efficiency.
Ensure content follows brand, health literacy, accessibility, privacy, regulatory, and compliance requirements.
Partner with clinical, legal and compliance stakeholders to ensure communications are accurate and appropriate.
Balance organizational priorities with what is most useful, relevant, and meaningful to the member.
Partner with the Website and Digital teams to ensure that member-facing web experiences support the broader member journey.
Help define content, navigation, calls to action, and functional requirements for web pages, landing pages, portals, forms, and other digital experiences.
Work with Patient Recruitment to create a connected experience from initial outreach through screening, enrollment, onboarding, and ongoing member participation.
Work with Patient Recruitment to align recruitment and member communications so that expectations, messaging, and next steps remain consistent throughout the journey.
Partner with Design to produce engaging, accessible, and brand-aligned member materials.
Collaborate with Data and Analytics and Lifecycle Marketing to define audiences, develop segmentation strategies, measure performance, and identify opportunities for improvement.
Work with Operations, Member Services, Clinical, Product, and Technology teams to ensure communications accurately reflect the experience members will receive.
Coordinate communication timing and channel use across teams to avoid duplication, conflicting messages, or too many comms.
Develop lifecycle communication programs that support onboarding, education, participation, retention, re-engagement, and long-term member relationships.
Build or oversee automated and trigger-based communications based on member actions, milestones, preferences, and needs.
Determine the right message, channel, and timing for different stages of the member journey.
Develop thoughtful communication strategies for sensitive moments, service issues, delayed next steps, or changes to the member experience.
Create personalized and segmented experiences while maintaining appropriate privacy and consent standards.
Manage communication calendars to provide members with a cohesive experience across email, SMS, web, print, and other owned channels.
Continuously evaluate whether existing communications are helping members feel informed, supported, and confident about what comes next.
Apply working knowledge of CRM, marketing automation, content management, analytics, and related platforms to support member experience programs.
Partner with technical teams to translate member journey requirements into audience logic, triggers, data needs, workflows, and platform requirements.
Build or oversee campaign setup, segmentation, personalization, testing, quality assurance, and deployment.
Understand how member data moves across systems and identify data or integration issues that may affect the member experience.
Ensure communication preferences, consent requirements, and privacy standards are incorporated into campaign planning and execution.
Use campaign, website, operational, and member feedback data to understand behavior and improve experiences.
Develop clear reporting requirements and dashboards in partnership with Data and Analytics.
Turn data into actionable recommendations rather than simply reporting channel performance.
Establish goals and key performance indicators for member communications, lifecycle programs, and journey improvements.
Measure performance across areas such as engagement, completion of key actions, onboarding progress, retention, re-engagement, satisfaction, and member feedback.
Develop testing plans for messaging, content, calls to action, timing, channel mix, and journey design.
Use quantitative and qualitative insights to determine what is working, where members are struggling, and what should change.
Conduct or support member research, surveys, interviews, feedback collection, and other voice-of-the-member activities.
Share insights and recommendations with cross-functional partners and senior leaders.
Maintain a continuous improvement roadmap for the member experience.
Lead complex, cross-functional projects from strategy through implementation and measurement.
Develop clear project plans, briefs, requirements, timelines, and decision-making processes.
Bring structure and alignment to initiatives involving multiple teams and competing priorities.
Communicate recommendations clearly to both technical and nontechnical stakeholders.
Stay current on healthcare marketing, member experience, lifecycle marketing, health literacy, privacy, and marketing technology practices.