Medicare Marketing Manager, Customer Communications - Hybrid - The Cigna Group
Sunrise, FL
About the Job
Leads the development of customer onboarding and marketing plans for the Medicare Advantage customer journey. Communication plans will be multi-modal to include direct mail, email, digital media, and texting channels. Manages the execution of these marketing plan initiatives/tactics to ensure successful implementation and desired results. In partnership with several dependent teams (sales, retention, STARs, and clinical), assists in the development and execution of customer-specific strategies and programs to grow the business. Leads other assigned marketing initiatives and key elements of the customer marketing planning process. Uses deep professional knowledge and acumen to advise functional leaders on communication strategies. Focuses on providing thought leadership within Segment Marketing but also works on broader growth projects which require understanding of wider business operations. Recognized internally as a subject matter expert for customer experience and onboarding communications.
The key responsibilities of this role include:
+ Development of Medicare Advantage customer communication strategy that accounts for customer insights and key customer segment strategies.
+ Managing team of communication specialists focused on bringing strategies to life and finding ways to improve processes and customer response/ action.
+ Leading implementation of customer experience strategy and areas of focus to develop communications that drive customer engagement with the plan leading to better health outcomes, STAR ratings, and benefit utilization.
+ Development of annual customer communication roadmap/ calendar driven by findings from various customer journey map sessions. Roadmap will become more digital-dependent over time; most effective channel should be identified and maximized in the communication plan. Goal is to provide communication experience that leads to greater customer satisfaction, better health outcomes, and benefit utilization.
+ Leading email communication strategy & process and communication plan for all Medicare Advantage customers. Strategy includes ideas on how to convert more customers to digital communications.
+ Development of annual customer onboarding roadmap to maximize early interactions with customers that lead to greater customer satisfaction in their engagement experience.
+ Working with Analytics resources to measure and report success of campaigns and initiatives.
+ Working with Customer Insights team to develop primary customer research. Also develop point of view/ action plans from third-party research.
+ Representing Marketing on various Customer Experience work groups
+ Identifying and working with external vendors that may have specialized skills and insights on Medicare Advantage customer experience to improve Cigna's customer engagement and satisfaction.
+ Manage annual budget for vendor and communication expenses.
Qualified candidates should possess at least 5-7+ years of progressive marketing communication and/or strategy experience.
Medicare knowledge and management experience is highly preferred.
As this is a hybrid role, the incumbent should be able to work from a Cigna office 50% of the time as directed by the business.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If you require reasonable accommodation in completing the online application process, please email:_ _SeeYourself@cigna.com_ _for support. Do not email_ _SeeYourself@cigna.com_ _for an update on your application or to provide your resume as you will not receive a response._
_The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State._
The key responsibilities of this role include:
+ Development of Medicare Advantage customer communication strategy that accounts for customer insights and key customer segment strategies.
+ Managing team of communication specialists focused on bringing strategies to life and finding ways to improve processes and customer response/ action.
+ Leading implementation of customer experience strategy and areas of focus to develop communications that drive customer engagement with the plan leading to better health outcomes, STAR ratings, and benefit utilization.
+ Development of annual customer communication roadmap/ calendar driven by findings from various customer journey map sessions. Roadmap will become more digital-dependent over time; most effective channel should be identified and maximized in the communication plan. Goal is to provide communication experience that leads to greater customer satisfaction, better health outcomes, and benefit utilization.
+ Leading email communication strategy & process and communication plan for all Medicare Advantage customers. Strategy includes ideas on how to convert more customers to digital communications.
+ Development of annual customer onboarding roadmap to maximize early interactions with customers that lead to greater customer satisfaction in their engagement experience.
+ Working with Analytics resources to measure and report success of campaigns and initiatives.
+ Working with Customer Insights team to develop primary customer research. Also develop point of view/ action plans from third-party research.
+ Representing Marketing on various Customer Experience work groups
+ Identifying and working with external vendors that may have specialized skills and insights on Medicare Advantage customer experience to improve Cigna's customer engagement and satisfaction.
+ Manage annual budget for vendor and communication expenses.
Qualified candidates should possess at least 5-7+ years of progressive marketing communication and/or strategy experience.
Medicare knowledge and management experience is highly preferred.
As this is a hybrid role, the incumbent should be able to work from a Cigna office 50% of the time as directed by the business.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If you require reasonable accommodation in completing the online application process, please email:_ _SeeYourself@cigna.com_ _for support. Do not email_ _SeeYourself@cigna.com_ _for an update on your application or to provide your resume as you will not receive a response._
_The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State._
Source : The Cigna Group