Senior Membership Engagement Manager

6 days ago


New York, New York, United States Mount Sinai Health System Full time
About the Role

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.
Requirements
  • 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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