Manager of Lifecycle Marketing
About the Role: Health E-commerce is seeking a Manager of Lifecycle Marketing to join our Growth Marketing team. In addition to optimizing our best-in-class CRM and retention program, you will be dedicated to building a CRM program to support the launch of our new white-labeled telehealth platform. Specific responsibilities:
- Create differentiated customer journeys that build upon our industry-best customer retention.
- Serve as a key strategic voice as we expand our white-labeled telehealth business, working on GTM launches of new products and services
- Develop best-in-class CRM strategies on our email, SMS, direct mail, and other customer retention channels; help drive day-to-day execution while developing longer term strategies.
- Stay informed on market trends within healthcare benefits and telehealth as well as retention and CRM best practices
- Employ test-and-learn experimentation (A/B testing, hold-outs) to identify and forecast incrementality and develop key insights about our customers
- Work with the Data team on everything from regular reports and dashboards to developing and creating customer churn models for a data-first approach to retention
- Collaborate with Legal and Compliance teams on customer-first compliant healthcare and telehealth messaging
- Partner with the Growth team to support customer acquisition, onboarding, and activation strategies that maximize customer acquisition cost along with downstream retention.
- Work with Brand to ensure lifecycle communications reflect a cohesive content strategy and consistent brand voice
- Work with the Finance teams to project overall business impact of new retention strategies
What you’ll need:
- Minimum of 4+ years of experience in Retention, CRM, Loyalty, or other related functions.
- Previous experience managing a CRM program for a subscription-based business
- Deep experience and knowledge of CRM platforms such as Bloomreach, Klayvio, Iterable, or similar tools.
- Previous experience launching customer retention models and understanding macro level strategies to drive customer retention.
- Experience managing loyalty and referral programs for subscription services that drive meaningful impact.
- Comfort working with finance teams on P&L considerations, forecasting, and other financial business metrics.
- Expertise in analytics and experience using BI tools including Looker, Tableau or any other web analytics platforms.
- Familiarity with HTML is a plus, but not required
- Ability to thrive in a fast-paced ambiguous environment. The job description captures general responsibilities, but we are a fast growing company and there are many opportunities for the role to expand further.
- Customer-first mindset and dedication to delivering a best-in-class experience
- Genuine curiosity about healthcare, telehealth and healthcare benefits
Compensation, Benefits, & Additional Details: At Health-E Commerce, our goal is to provide an offer that supports growth potential within the role and allows for future salary progression. Final compensation is evaluated on various factors which include but aren’t limited to experience, skills, internal equity among peers, and geographic location.
- Compensation: $90,000 - 130,000
- Discretionary Annual Bonus Eligibility: Up to 15%
- Medical, Dental, Vision, and 401K with a company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- Flexible PTO & office closure on all major holidays
- Monthly wellness & internet reimbursements
- Professional development including certification support & leadership coaching
- Mental Health resources
- 100% remote within the United States
- Must be able to work EST hours
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