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Customer Experience and Engagement Lead

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Our client is looking for strong candidates to lead the development of their Customer Marketing strategy, focusing on both the planning and execution. This role is responsible for the direct to consumer communication strategies and activities that drive higher engagement, better customer experiences among engagement channels including in person, on-line and through other communication channels.

Key accountabilities include developing strategies for and delivering revenue targets, and improving the customer experience through existing emerging channels through the customer relationship management framework and effectively leveraging the internal Marketing Departments. Works with the marketing and business leadership teams as key retention marketing expert to develop the overall channel strategy.

Success is measured by increase in key visit types, health outcomes, book of business, medical loss ratio, improved rates of retention,Patient Activation Measure and Net Promoter Score. This role will interface with senior leadership across the business.

Key Responsibilities:
• Monitor financial /operational performance and drive/own activities of managers and their respective functions
• Builds teams (whether direct reports or business/matrix partners) and organization design alignment around strategic execution to maximize the market value proposition, in alignment with our shared services model.
• Effectively creates, manages and maximizes key relationships to create synergies, alliances and new opportunities.
• Build collaborative relationships across the enterprise to achieve corporate, financial and market objectives while providing the very best in products and customer service.
• Lead the development and guide the execution of the Medicare Star Rating Communication & Education including: Patient education and engagement and strategy leadership.
• Set baseline targets based on 2014 data, build recommendation for 2015 work as aligned with 2016 CMS star rating thresholds.
• Identify opportunities to execute the Hispanic strategy across communication touch points.
• Lead the development of the end to end set of Population Health Management Marketing Activities for the team including:
• All customer facing outreaches
• Current/existing customer communication/materials
• Insights and research, including focus groups
• Improve targets year-over-year for internal measures and profitability.
• Identify patient opportunities across the team’s line of business that support retention efforts.

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