Director, Customer Communication

eHealth, Inc. Gold River, CA
Director, Customer Communications

About the role

Your mission will be to help eHealth build better and more valuable relationships with our users over time. The Director of Customer Communications will lead and grow a world-class CRM team that drives increased loyalty and value for both our users and our business. The Customer Communications team is responsible for building and driving testing strategies, messaging strategies and creative optimization through channels like email and direct mail. The Director, Customer Communications will collaborate across a cross-functional team including email, creative, analytics, product, and engineering.

You have a strong background in CRM, email or retention marketing. You understand and have experience in most or all aspects of marketing, including website, email, direct mail, and mobile. We are looking for someone who has the analytical and strategic capabilities to overhaul our CRM strategy at a key moment in the company's history.

What you'll do

* Lead, manage and develop strategy and manage execution of upgraded campaigns to reduce existing member churn and drive improved conversion through channel

* Manage testing, creative development, operational execution and reporting workflow for email and communication campaigns

* Monitor key KPI's and investigate opportunities for communications improvements

* Work with creative resources to design communications that increasingly connect with users to build a greater connection to the eHealth brand

* Contribute to landing page optimization and user flow tests to improve user conversion

* Identify gaps in the customer lifecycle and work across the organization to design experiences that better meet customer needs

* Coordinate with internal stakeholders, including creative/copy, technology, product, and other departments to ensure consistency of marketing messages and user experience across all digital and offline channels

* Build requirements for ongoing improvements to marketing technology stack

* Build and sustain a high performing team

Qualifications

* 5-7 years of experience developing and executing CRM campaigns with a demonstrable track record of success

* 3+ years of experience leading a team

* Bachelors degree required, MBA preferred

* Experience with A/B testing, messaging, and campaign analysis

* Proficiency with marketing automation platforms, with a preference for Adobe Campaign

* Strong ability to manage external vendors and agency partners

* Ability to synthesize data and analytics from a wide variety of sources into concise, actionable insights and recommendations

* Ability to collaborate with cross-functional teams and influence decision making across all levels of the organization

eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.

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