Senior Manager, Member Experience Marketing

Overview

Lead the strategy and execution of marketing programs that improve the member experience across every stage of the member journey, from initial outreach through ongoing participation and re-engagement.

What you'll do

• 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 communications and experiences feel coordinated, relevant, and consistent, even when different teams own individual touchpoints.
• 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.
• Partner with the Website and Digital teams to ensure 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Communicate recommendations clearly to both technical and nontechnical stakeholders.

What you'll need

• 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.
• Minimum education: Bachelor's degree in marketing, communications, business, public health, healthcare administration, or a related field, or equivalent professional experience.
• Minimum experience: 7 to 10 years of progressive experience in marketing, member communications, lifecycle marketing, customer experience, or a related field.

Details

• Location: Remote within the United States; 100% of work performed in a remote office environment.
• Travel: less than 10%, with occasional planned travel that may be required.
• Physical demands include the ability to use keyboards and other computer equipment.
• Full-time position with an expected pay range of $110,000.00 - $150,000.00 USD per year.
• Care Access is unable to sponsor work visas at this time.