Senior Membership Engagement Manager
6 days ago
The Mount Sinai Health System is seeking a highly skilled Senior Membership Engagement Manager to join our team. As a key member of our organization, you will be responsible for designing and implementing a customer experience program that drives brand loyalty, membership retention, and renewal revenue.
Key Responsibilities- Develop and Implement Customer Experience Strategies: Design and execute a customer experience program that meets the needs of our members, driving engagement and loyalty.
- Lead the Member Relations Team: Oversee a team of Member Relations Associates, providing guidance and support to ensure the successful execution of customer experience initiatives.
- Collaborate with Cross-Functional Teams: Work closely with our marketing, content development, and recruitment teams to ensure alignment and effective execution of customer experience strategies.
- Monitor and Analyze Performance Metrics: Track key performance indicators (KPIs) to measure the success of our customer experience program and identify areas for improvement.
- Develop and Maintain Relationships with Members: Build and maintain strong relationships with our members, understanding their needs and preferences to inform our customer experience strategies.
- Stay Up-to-Date on Industry Trends: Stay current on industry trends and best practices in customer experience, applying this knowledge to inform our strategies and initiatives.
- Minimum 3 Years of Experience: Proven experience in a customer-facing role, with a strong understanding of customer experience principles and practices.
- Leadership Experience: Experience leading a team, with a strong track record of success in developing and implementing customer experience strategies.
- Excellent Communication and Interpersonal Skills: Strong communication and interpersonal skills, with the ability to build and maintain relationships with members, colleagues, and stakeholders.
- Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to track and analyze performance metrics and identify areas for improvement.
- Industry Knowledge: Strong knowledge of the healthcare industry, with a deep understanding of customer experience principles and practices.
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