Vice President of Member Engagement & Experience - Remote - (Brentwood, Tennessee, United States)
Location: Brentwood, Tennessee
Internal Number: 36529037024
Healthcare Without Rival
Premise Health is the world's leading direct healthcare provider and one of the largest digital providers in the country, serving over 11 million eligible lives across more than 2,500 of the largest commercial and municipal employers in the U.S. Premise partners with its clients to offer fully connected care – in-person and in the digital environment. It operates more than 800 onsite and nearsite wellness centers in 45 states and Guam, delivering care through the Digital Wellness Center and onsite, nearsite, mobile, and event solutions.
Premise delivers value by simplifying complexity and breaking down barriers to give diverse member populations access to convenient, integrated, high-quality care. We offer more than 30 products, delivering the breadth and depth of care required to serve organizations' total populations. The result is healthcare that meets the needs of members and their families, helping them live healthier while lowering costs for organizations.
Premise offers a wide range of dynamic, purpose-driven career opportunities. We are currently looking for a VP, Member Engagement & Experience to join our team remotely
About the role: The VP, Member Engagement & Experience will be responsible for leading all aspects of member engagement, experience, member service call center, and portal tech support by building an end-to-end strategy for pre-engaged, through post engagement, and creating a digital ecosystem. This Leader will take a data-driven and consumer-first approach to customer segmentation, member acquisition, engagement, experience, retention, and ultimately - revenue growth. S/he will stimulate growth across the business by translating existing member data into actionable and scalable programs to drive improved engagement and retention measures. In addition, this Leader will own customer insights, analytics, and personalization, tailoring marketing strategies and decisions to Premise’s diverse subset of member populations. Translates the overall member marketing vision into integrated business plans, tactics, and deliverables. Develops budgets, resources, and teams to execute short-term and long-term strategic plans across Engagement, Experience, Services and Tech Support teams.
The Member Engagement & Experience leader works with peers in Operations, Technology, Brand Marketing, and external clients bringing high-quality, cost-effective strategies, campaigns and tactics that deliver meaningful utilization of Premise Health products and services.
Integrated Marketing & Brand – fluent in building and leading marketing teams charged with defining large scale consumer multitouch, multichannel integrated marketing campaigns and effectively define smarketing strategies and tactics in a complex brand environment with a mix of co-branded and B2B2C client level branding
Marketing Analytics – define marketing analytics capabilities needed for success, build case for investment and champion/sponsor the creation of marketing analytics capabilities to fuel effective member engagement marketing execution
Audience First Mindset – brings audience first mindset to the role and can coach team and organization to define segmentation strategy that will drive effective marketing tactics, especially within owned channels
VOC/Consumer Insight driven – can effectively fold consumer insights and voice of customer into marketing strategy and execution to strengthen the effectiveness of tactics
Marketing Technology – posseses working knowledge of new and emerging marketing technologies to enable leader to effectively champion and sponsor technology projects
Member Experience – model and coach the conditions for all member experiences to embody the values of Premise Health
Portal Tech Support – creates strategies supporting portal access, member utilization and satisfaction
Oversees member engagement services of centralized call center
Develops strategies to meet performance guarantees
Creates operational strategies by conducting needs assessments, deep data dive in outcomes, challenges, opportunities, that focuses on, capacity planning, and cost/benefit analyses, call trends, and volume
Provide guidance, coaching, feedback, development opportunities and mentorship in order to create and maintain a high-performing culture and team during times of strategic shifts in how team delivers value to business and clients.
Identifies and raises skill gaps across member engagement marketing, experience, member services, and portal support teams and helps develop solutions to address them including mentoring, training, hiring, etc.
Ultimately accountable for thought leadership, strategy and operationalization of the strategy to drive behavior change of members that results in utilization of Premise Health products and services. Must be adept at leading change in a complex and relationship-oriented organization.
Constantly define and refine OKR’s and measures of success to enable strategic shift in operationalizing new member engagement marketing and experience approach and create alignment across the broader organization.
Bachelor’s degree in Marketing, Business or related field required, Master’s degree preferred
15+ years in relevant marketing roles (ideally with a blend of B2C or B2B2C), marketing technology or marketing strategy
Experience with Saleforce Marketing Cloud, Google Analytics and various digital and content marketing platforms
Marketing experience with a wide variety of channels is a must including content marketing, SEO, email, text, social, events, webinars, etc.
Experience successfully optimizing consumer platforms that have delivered high-value solutions for end users.
Experience leveraging data and analytics to inform decisions and drive member engagement and strategic planning to define operational success.
Experience architecting the scalable philosophy of member engagement and experience, highly preferred
Demonstrated ability to build and execute on highly complex, personalized, and innovative engagement, experience, and retention programs at an enterprise level.
Adept at leading and managing multiple teams around a long-term roadmap to enhance the current product solutions and take new products to market.
Demonstrated success with multi-channel marketing including search engine optimization (SEO), social media, mobile marketing, and creative partnership strategies.
Motivational leader who can build and lift teams while driving a mission-driven culture.
Deep expertise in Digital Marketing required.
Ability to manage and optimize the strengths of individuals and the collective.
Possesses self-motivating drive and an innate ability to work cross functionally with various executive stakeholders.
Ability to think creatively about how to design a best in class patient journey and end-to-end customer experience.
Action-oriented self-starter who thrives in a high performance, matrixed environment
Passionate about Premise Health mission and making people healthier.
Sees the value of empowering consumers to engage in their healthcare.
Growth mindset, flexible and curious self-starter, habitually exceeding expectations and naturally pushing boundaries
Adept at utilizing the power of data to inform decisions, loves problem solving and is driven by getting things done
Superior and proven change managememt skills that can build advocacy and gain alignment across different stakeholder functions, personalities and priorities
Team player with a can do attitude; who demonstrates initiative, thrives in a fast paced, collaborative work environment
Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, a company-sponsored wellness program, and much more our talent acquisition team will be happy to share with you.
Premise Health is an equal opportunity employer; we value inclusion, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Compensation is between $225,000 to $250,000 annually. Premise offers a comprehensive benefits package to all full-time team members including Medical, Dental, Vision, 401K, Paid Time Off, Paid Holidays, annual CEU/CME allowance, and Tuition Reimbursement. Benefits offered to part-time team members include 401K, Paid Time Off, Paid Holidays and annual CEU/CME allowance. PRN team members may also enroll in 401K.
To support Premise Health’s commitment to the safety, health and wellbeing of our team members, clients and patients, we are requiring all new team members to be fully vaccinated with a COVID-19 vaccine*, except where a reasonable medical or religious accommodation can be granted. Should you be offered and accept a position with Premise Health, you will be required to provide your proof of vaccination in the form of your CDC vaccination card as part of the pre-employment onboarding process. *As permitted by applicable law.