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The CRM Marketing Lead for CenterWell Customer Onboarding, Retention and Engagement defines and drives the strategic vision for customer lifecycle marketing initiatives that accelerate business growth and deepen customer relationships. This role translates data-driven insights into actionable strategies, shaping how engagement marketing influences overall business performance.
This role operates across a broad range of complex challenges, from developing long-term engagement frameworks to optimizing journey and offer performance, ensuring alignment with organizational goals. By identifying opportunities, prioritizing initiatives, and guiding execution, this role plays a key part in advancing a cohesive, insight-led marketing strategy that delivers measurable impact for the CenterWell Marketing Pod.
Define go-to-market strategy for CenterWell onboarding, retention and engagement journeys, aligned with enterprise goals and customer needs.
- Define and evolve the go-to-market strategy for CenterWell onboarding, retention and engagement, ensuring alignment with enterprise priorities, customer insights, and lifecycle needs.
- Architect integrated, multi-channel engagement strategies across email, direct mail, SMS, app, web, and assisted channels—guiding execution to ensure consistency, personalization, and measurable business impact.
- Establish and lead a strategic learning agenda by developing hypotheses, designing experiments, and translating performance insights into optimization opportunities and future growth strategies.
- Drive strategic planning within agile pod structures by setting priorities, aligning stakeholders, and ensuring work streams are focused on high-impact initiatives tied to key business outcomes.
- Proactively identify and mitigate risks, dependencies, and organizational barriers, influencing cross-functional teams to enable seamless execution and informed decision-making.
- Partner with product, analytics, and channel leaders to define and embed advanced personalization strategies, including Next Best Action (NBA) frameworks, across member touchpoints.
- Synthesize performance data into actionable insights, delivering strategic recommendations that inform roadmap development, investment decisions, and ongoing evolution of engagement strategies.
Use your skills to make an impact
Required Qualifications
- Bachelor's degree in Marketing, Business, Communications, or a related field or 4+ years of relevant experience.
- 5+ years of experience in lifecycle, retention, or customer engagement marketing.
- 2+ years of experience leading agile teams or cross-functional pods.
- Strong understanding of omni-channel marketing and journey orchestration.
- Experience with marketing automation platforms and CRM tools.
- Excellent facilitation, prioritization, and problem-solving skills.
Preferred Qualifications
- Experience in healthcare, insurance, or other regulated industries.
- Familiarity with NBA engines, customer data platforms (CDPs), and real-time decisioning technologies (e.g., Adobe Experience Platform, Pega).
- Exposure to agile marketing operating models and performance optimization frameworks.
Additional Information
- This position operates on Eastern Standard Time (EST) hours.
- This position might require occasional travel.
Virtual Pre-Screen
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called HireVue to enhance our hiring and decision-making ability. If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a HireVue interview.
Work-At-Home Requirements
At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Scheduled Weekly Hours
40
Pay Range
The compensation range is $126,300 - $173,700 per year. This job is eligible for a bonus incentive plan.
Description of Benefits
Humana offers competitive benefits that support whole-person well-being, including medical, dental, vision, 401(k), paid time off, and parental leave.
About us
Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.