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Lifecycle and Engagement Manager Inactive job
Chapter
This job has been closed. You cannot apply anymore.
United States
New York
2 years of experience
Bachelor education
40 hours per week
Consumer Services
11-50 employees
Junior
10 holidays
PTO
Dental Insurance
Medical Insurance
Vision Insurance
Pension Plan
Paid maternity/paternity leave
Development budget
Sailthru
Adobe Illustrator
HTML
SQL

Every morning, 10,000 Americans wake up and begin their first day of retirement. Chapter is re-inventing the way that Americans transition into retirement, starting with Medicare. We are re-authoring the aging narrative by enabling Americans to age with purpose and security and to define their best chapter.


For most people, Medicare is boring, bureaucratic, and confusing. But it's tremendously important.


What We Do

Our team and technology help retirees to navigate Medicare, including when and how to sign up, what specific coverage to choose, and how to maximize the benefits from their coverage.


Chapter has built industry-leading technology to help retirees save thousands of dollars on their healthcare. Our promise is simple: we want people to improve their health coverage while reducing what they pay for it.


Our Team

Our team is high-integrity and high-horsepower with a big heart. We are software engineers, illustrators, lawyers, and former management consultants. We have worked at organizations including Palantir, Axios, Latch, and McKinsey.


The Role

Medicare is complicated, and every member deserves personalized support in choosing coverage and re-confirming coverage each year.


We are looking for a highly collaborative problem-solver with strong experience in email and SMS marketing to drive our engagement and retention efforts across our Medicare members. The position will empower our licensed advisory team to improve its ability to support and enroll potential members, as well as increase our retention for existing customers.


Reporting to our Head of Growth, this role will work closely with our growth, operations and product teams, along with our team of licensed Medicare Advisors.


Although we prefer that this role be based in New York, we are open to considering exceptional candidates based elsewhere depending on their experience and background.


Responsibilities

  • Develop and execute lifecycle marketing journeys and one-off campaigns across all CRM channels (including email and SMS) to increase member retention and renewal rates
  • Manage communications calendar and testing roadmap (promotional and triggered) for both New-to-Medicare Members and current Medicare beneficiaries looking to improve and switch their coverage.
  • Curate the best holistic communications journey across a variety of lifecycle stages, from early engagement to warm leads to loyalty and at-risk
  • Develop customer segmentation, targeting and contact strategies to maximize performance of key customer segments.
  • Partner with operations team to manage tests of targeted inserts in monthly delivery boxes.
  • Consistently launch and monitor experiments designed to impact customer activation and retention
  • Partner with operations and growth leads on goal setting, campaign planning and performance learnings.
  • Contribute to our culture of compliance and help embed compliance with all Medicare regulations in all lifecycle and retention efforts
  • Work with data analytics team to highlight key engagement and churn indicators, and leverage data to continuously strive for personalization at every touchpoint.
  • Own KPI reporting, including weekly and monthly updates.


What You'll Need To Be Successful

  • Strong analytical skills and the ability to analyze and disseminate significant amounts of information with attention to detail and accuracy
  • 2-4 years of digital marketing experience in Customer Lifecycle, Subscriber Engagement or Retention roles; experience with D2C subscription services a plus.
  • Relevant experience in creating and scaling end-to-end omni-channel programs (email, push, SMS) across customer lifecycle stages.
  • Robust experimentation knowledge to continuously optimize the customer experience.
  • Proficient across product platforms, data platforms (eg GA, Tableau, Foundry), and CRM platforms (eg Freshsales, Sailthru, Simon Data).
  • Demonstrated analytical ability to leverage data to inform insights, formulate recommendations and deliver actionable solutions.
  • Ownership orientation: You are excited to set goals and have ownership for hitting those goals with a team committed to our collective success
  • Comfort with ambiguity: while starting from a blank slate is challenging, you find it exciting, rewarding, and empowering.
  • High-integrity, first-principles thinker: we don’t care how others have done things; we want to do things the right way
  • Plus: SQL and HTML experience.
  • Plus: experience in health insurance, healthcare, Medicare, or supporting older Americans in navigating retirement-related decisions


We are an equal-opportunity workplace. We are deeply committed to building an inclusive workplace for people of all races, ages, gender identities, sexual orientations, religions, and ethnicities.

Chapter
636 Broadway
NY 10012
New York
United States