Digital Engagement Manager I/II/III

Job Description:

Summary:

The Digital Engagement Manager is responsible for the strategy, coordination, and execution of digital outbound communications. As an individual contributor, this role partners closely with marketing and throughout other areas of the business that require digital outbound communications to health plan members and prospects. The Digital Engagement Manager uses marketing automation technology and data to plan and execute email and SMS communications that support strategies for member acquisition, retention, and engagement. The position will also develop web content or landing page content that provides an integrated experience across digital touchpoints.

Essential Accountabilities:

Level I

• Identifies and implements best practices for delivering on Health Plan objectives that deliver an optimal customer experience through digital and multichannel marketing and communications.

• Ensures that all digital initiatives meet and exceed business objectives by establishing measurement plans with clear Key Performance Indicators (KPl's) for landing pages, mobile SMS and email marketing and communications activity.

• Keeps current on digital marketing technologies, external resources and strategies and identify trends that add value to our business and help it grow.

• Introduces and promotes digital marketing best practices such as segmentation, testing and analytics.

• Advises internal support teams and digital team management on potential gaps in our tools, processes and expertise.

• Develops and executes email publications and SMS communications that drive acquisition, retention, and engagement. Optimize and manage the email campaign process while balancing the strategic priorities of acquisition, growth and member experience. Includes strategy, design, copy guidance, email building, approvals, and reporting and analysis.

• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.

• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

• Regular and reliable attendance is expected and required.

• Performs other functions as assigned by management.

Level II (in addition to Level I Accountabilities)

• Develops and deploys advanced email and SMS campaigns including managing multiple audience segments, variable data, and develops automated integrated and triggered business rule driven campaigns.

• Uses journey building tools to plan and execute campaigns with multiple touchpoints.

• Provides data and analytic teams with detailed audience segmentation requirements that meet audience criteria so they can provide precise, targeted lists

• Focuses on quality, intuitive user-centered design and experience, of emails and SMS communications.

• Presents results, findings and insights to peers and department teams.

• Trains and leads peers and internal business teams on processes and technologies.

Level III (in addition to Level II Accountabilities)

• Independently works with databases to query and create segmented lists that meet audience criteria.

• Manages vendor relationships and elevates as necessary.

• Leads the development and continuous improvement of existing processes.

• Uses Next Best Action techniques and tools to create campaigns based on member or prospect historical interactions.

• Presents results, findings and insights to leaders as a trusted subject matter expertise.

Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

All Levels

• Three (3) years of digital marketing experience.

• Bachelor's degree in marketing, communications, graphic design or related fields. In lieu of the degree, six (6) years of experience required.

• Technical experience with marketing automation platforms, including API functionality, triggered messaging, and data management using systems such as SalesForce Marketing Cloud, or Mail Chimp.

• Self-motivated, able to analyze problems and identify solutions with minimal direction, flexible, able to meet deadlines, and work well in a fast-paced, high volume team environment.

• Strong understanding Salesforce Marketing Cloud or similar marketing automation email and SMS delivery technology.

• Familiarity with interactive multichannel marketing, (strategy, development, execution and measurement specifically for digital advertising, social media marketing, web and landing page design and development, email marketing, and an understanding of how online and offline marketing tactics align, complement and compound to drive results.

• Strong understanding of HTML, CSS, JavaScript, Dreamweaver, Microsoft Office, business intelligence tools, and Email and Web Design and development tools for desktop and mobile.

• Strong understanding of digital standards that include mobile responsive design, CAN-SPAM & GDPR laws, user experience, and 508-WCAG accessibility.

• A deep, proactive service orientation, treating lines of business and expert areas as clients, enabling achievement of their strategic and business objectives.

• Strong interpersonal, verbal and written communications and organizational skills to communicate effectively with technical and non-technical project managers across functional teams.

Level II (in addition to Level I Qualifications)

• Five (5) years digital marketing experience.

• Proficiency with web and landing page and data form design and development.

• Knowledge of triggered and automated email and SMS communication development.

• Strong understanding of data and passion for data-driven marketing.

Level III (in addition to Level II Qualifications)

• Eight (8) years of digital marketing experience.

• Subject matter expert in use of journey building and next best action campaign design and development.

• Advanced user knowledge of Salesforce Marketing Cloud.

• Expertise in working with data and databases for queries, segmentation, and generation of lists.

• Possess a high degree business acumen and deep understanding of the digital needs of members and groups as well as the business objectives of the Health Plan.

Physical Requirements:

• Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer.

• Ability to work while sitting and/or standing at a workstation viewing a computer and using a keyboard, mouse and/or phone for three (3) or more hours at a time.

• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.

• Ability to work in a home office for continuous periods of time for business continuity.

One Mission. One Vision. One I.D.E.A. One you.

Together we can create a better I.D.E.A. for our communities.

At the Lifetime Healthcare Companies, we're on a mission to make our communities healthier, and we can't do it without you. We know diversity helps fuel our mission and that's why we approach our work from an I.D.E.A. mindset (Inclusion, Diversity, Equity, and Access). By activating our employees' experiences, skills, and perspectives, we take action toward greater health equity.

We aspire to reflect the communities we live in and serve, and strongly encourage people of color, LGBTQ+ people, people with disabilities, veterans, and other underrepresented groups to apply.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Compensation Range(s):

Grade 206: Minimum $56,534 - Maximum $93,267

Grade 208: Minimum $67,538 - Maximum $124,925

Grade 209: Minimum $75,816 - Maximum $140,254

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Please note: The opportunity for remote work may be possible for all jobs posted by the Univera Healthcare Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.