Senior Manager, Member Experience Marketing

Description

The company brings clinical research and health services to communities that often face barriers to care, through research locations, mobile clinics and clinicians around the world.

Its programs include Future of Medicine, which offers advanced health screenings and research opportunities to communities worldwide, and Difference Makers, which supports local leaders in growing community health and wellbeing work.

This role leads member-facing marketing across owned channels, helping members know what to expect, take their next steps, stay engaged and feel connected over time.

The ideal person is a healthcare marketer who pairs strong content skills with lifecycle marketing, journey design, marketing technology and data-led decisions. You will work closely with Website, Patient Recruitment, Lifecycle Marketing, Design, Data and Analytics, Operations, Clinical and other teams to build one connected experience.

Responsibilities

• Keep a clear picture of the full member journey, from first outreach and recruitment through onboarding, participation, education, re-engagement and later opportunities.
• Build journey maps, communication plans and experience strategies based on what members need, ask, care about and find difficult at each stage.
• Work with the member experience group to find gaps, friction and inconsistencies, then drive fixes across teams.
• Make sure communications feel coordinated, relevant and consistent, even when different teams own separate touchpoints.
• Turn company goals into experiences that guide members to their next sensible step.
• Advocate for the member view in marketing, operational and digital projects.
• Lead member-facing content across channels and formats, and write, edit or oversee email, SMS, web and landing pages, portals, FAQs, education material, call scripts, direct mail, welcome packs and digital and print collateral.
• Rewrite complex healthcare, clinical and research information in plain language members can easily follow.
• Create content for different member segments, needs and journey stages.
• Set up messaging frameworks, content calendars, templates and standards that keep work consistent and efficient.
• Make sure content meets brand, health literacy, accessibility, privacy, regulatory and compliance requirements.
• Work with clinical, legal and compliance colleagues to keep communications accurate and appropriate.
• Weigh organizational priorities against what is most useful and meaningful to members.
• Help define content, navigation, calls to action and functional needs for web pages, landing pages, portals, forms and other digital experiences with the Website and Digital teams.
• Align recruitment and member messaging with Patient Recruitment so expectations and next steps stay consistent from outreach through screening, enrollment, onboarding and ongoing participation.
• Work with Design to produce engaging, accessible, on-brand member materials.
• Work with Data and Analytics and Lifecycle Marketing to define audiences, segmentation, performance measures and improvement opportunities.
• Coordinate with Operations, Member Services, Clinical, Product and Technology so communications match the real member experience.
• Plan communication timing and channel use across teams to avoid duplicate, conflicting or excessive messages.
• Build lifecycle programs for onboarding, education, participation, retention, re-engagement and long-term relationships.
• Build or oversee automated and trigger-based messages driven by member actions, milestones, preferences and needs.
• Decide the right message, channel and timing for each journey stage.
• Plan careful communications for sensitive moments, service problems, delays and changes to the experience.
• Create personalized, segmented experiences that respect privacy and consent standards.
• Manage communication calendars so members get a joined-up experience across email, SMS, web, print and other owned channels.
• Regularly check whether communications leave members informed, supported and clear about what happens next.
• Use CRM, marketing automation, content management, analytics and related platforms to run member experience programs.
• Translate journey needs into audience logic, triggers, data requirements, workflows and platform specifications with technical teams.
• Set up and oversee campaigns, segmentation, personalization, testing, quality checks and launches.
• Track how member data flows between systems and flag data or integration problems that could affect the experience.
• Build communication preferences, consent and privacy rules into campaign planning and delivery.
• Use campaign, website, operational and member feedback data to understand behaviour and improve experiences.
• Define reporting requirements and dashboards with Data and Analytics.
• Turn data into concrete recommendations, not just channel reports.
• Set goals and KPIs for member communications, lifecycle programs and journey improvements.
• Track engagement, completion of key actions, onboarding progress, retention, re-engagement, satisfaction and feedback.
• Design tests for messages, content, calls to action, timing, channel mix and journey design.
• Use quantitative and qualitative evidence to see what works, where members struggle and what should change.
• Run or support member research, surveys, interviews and feedback collection.
• Share findings and recommendations with cross-functional partners and senior leaders.
• Maintain a rolling improvement roadmap for the member experience.
• Lead complex, multi-team projects from strategy through delivery and measurement.
• Write clear project plans, briefs, requirements, timelines and decision processes.
• Bring structure and agreement to work involving several teams and competing priorities.
• Explain recommendations clearly to both technical and non-technical stakeholders.
• Keep up with healthcare marketing, member experience, lifecycle marketing, health literacy, privacy and marketing technology practice.

Requirements

• Meaningful healthcare experience is required, such as in clinical research, health plans, digital health, patient support, healthcare services, pharmaceutical companies, health systems or other regulated healthcare settings.
• A proven record of building and improving customer, patient or member journeys.
• Strong content marketing background with excellent writing, editing and storytelling.
• Experience turning complex healthcare, scientific, clinical or operational information into consumer-friendly content.
• Experience running 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 segmentation, personalization, triggered communications and campaign testing.
• Strong data literacy: you can read performance data, spot patterns and turn them into recommendations.
• Experience working with digital, website, creative, design, data, technical, operational and compliance teams.
• Understanding of health literacy, accessibility, privacy, consent, clinical research and healthcare communication rules.
• Strong project management skills and the ability to juggle 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.

Conditions

Remote, based within the United States. All work is performed in a remote setting.

Less than 10% travel. Occasional planned travel may be required.

Physical demands include using keyboards and other computer equipment.

Pay range is $110,000.00 to $150,000.00 USD per year for full-time team members.

Applicants must be in the United States to be considered.

Benefits

• Paid time off and company-paid holidays.
• Medical, dental and vision plan options, 100% paid by the employer.
• Health Savings Account and Flexible Spending Accounts.
• Employer HSA contribution every two weeks.
• Company-paid short-term and long-term disability cover.
• 401(k) retirement plan with a company match.
• Required notices for applicants in Illinois, Connecticut, Arizona, Georgia, Indiana, North Dakota, Massachusetts, Rhode Island and Maryland, covering expunged records, drug testing, smoking rules, lie detector limits and related state law. Notice to Illinois applicants: applicants need not disclose expunged juvenile records or adjudication, arrest or conviction records. Notice to Connecticut applicants: a urinalysis drug test may be required as part of an application. Notice to Arizona, Georgia, Indiana and North Dakota applicants: the company follows laws banning smoking at work sites. Notice to Massachusetts applicants: lie detector tests cannot be required as a condition of employment, and violators face criminal penalties and civil liability. Notice to Rhode Island applicants: the company follows the state ban on smoking in enclosed workplace areas and is subject to Chapters 29 to 38 of Title 28 of the Rhode Island General Laws. Notice to Maryland applicants: an employer may not require a lie detector or similar test as a condition of employment, prospective employment or continued employment; violators are guilty of a misdemeanor and may be fined up to $100.