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Director of Patient Engagement

2 months ago

Dallas, Texas, United States CCS Medical Full time
Director, Lifecycle Marketing

About the Role

The Director, Lifecycle Marketing will lead the development and implementation of our patient engagement and retention strategies across all platforms and audiences. This role will ensure our patients have a seamless and engaging experience at each stage in their journey with CCS Medical, building a deep relationship and establishing us as a trusted partner in their healthcare journey.

Key Responsibilities

  • Develop and execute a comprehensive lifecycle marketing strategy to engage and retain patients across our programs and services.
  • Optimize campaigns by building an experimentation plan, including scalable A/B tests across subject lines, calls to action, and other key elements.
  • Create a nurture/drip campaign strategy to keep CCS Medical top of mind throughout patient reorder cycles, leveraging education and content from our Clinical Education team.
  • Collaborate with cross-functional stakeholders to build experiences that engage and retain our patients while meeting goals and objectives.
  • Establish benchmarks, reporting capabilities, and monitoring for patient communications that support ongoing campaign analysis and performance reports.
  • Coordinate creative and execution work with key partners on our Marketing Ops team.
  • Manage projects and programs, maintaining a high degree of confidentiality and adhering to all regulations and requirements.

Desired Outcomes

  • Develop and implement omni-channel patient and/or customer journeys and lifecycle campaigns that improve our enrollment and engagement.
  • Utilize automation via Marketo, partnering closely with our Marketing Ops and IT team.
  • Develop benchmarks and reporting that allow for clear understanding of impact.
  • Demonstrate strategic and creative thinking while implementing tactically.
  • Thrive in a highly collaborative, fast-paced team environment.
  • Mentor more junior members of the team.

Qualifications

  • 7+ years in Lifecycle Marketing, Customer Marketing, and/or Retention Marketing, ideally in the Healthcare or Digital Health space.
  • Education – Bachelor’s degree or equivalent combination of education and/or experience.
  • Experience leading integrated, digital, and offline communications and campaigns, including direct mail and packaging/shipping materials.
  • High level of experience with marketing automation tools like Marketo.
  • Ability to align the right messaging with the right segment.
  • Exceptional attention to detail and strong writing skills.
  • Strong reporting and analytics experience required.
  • Critical thinking and ability to maintain focus while juggling multiple tasks.

Values

Certainty – The lives of the individuals we serve depend on our ability to execute. We commit to doing this every day.

Compassion – We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.

Advancement – We are endlessly looking for ways to progress and become more innovative in all things we do.

Options – We encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals.