The Role

We are looking for a highly collaborative problem-solver with strong experience in email and SMS marketing to drive our engagement and retention efforts as we help our customers navigate Medicare choices. The position will empower our licensed advisory team to improve its ability to support and enroll potential members, as well as increase our retention for existing customers.

Reporting to our Head of Marketing, this role will work closely with our growth, operations and product teams, along with our team of licensed Medicare Advisors.

Responsibilities

• Develop and execute lifecycle marketing journeys and one-off campaigns across all CRM channels (including email, snail mail, and text) to increase member retention and renewal rates.
• Curate the best holistic communications journey across a variety of lifecycle stages, from early engagement to warm leads to loyalty and at-risk.
• Develop customer segmentation, targeting, and contact strategies to maximize performance of key customer segments.
• Partner with the Operations team to create the most welcoming customer journey for the people we serve.
• Consistently launch and monitor experiments designed to impact customer activation and retention.
• Work with data analytics team to highlight key engagement and churn indicators, and leverage data to continuously strive for personalization at every touchpoint.
• Own KPI reporting, including weekly and monthly updates.

What you'll need to be successful:

• Strong analytical skills and the ability to analyze and disseminate significant amounts of information with attention to detail and accuracy
• 2-5 years of digital marketing experience in Customer Lifecycle, Subscriber Engagement or Retention roles; experience with D2C subscription services a plus.
• Relevant experience in creating and scaling end-to-end omni-channel programs (email, push, SMS) across customer lifecycle stages.
• Proficient in CRM, email and lifecycle marketing software such as Customer.io, Mailchimp, Salesforce, Hubspot, Freshsales, etc.)
• Ownership orientation: You are excited to set goals and have ownership for hitting those goals with a team committed to our collective success.

Why We Exist

Every morning, 10,000 Americans wake up and begin their first day of retirement. Chapter is re-inventing the way that Americans transition into retirement, starting with Medicare. 

What We Do

Chapter has built industry-leading technology to help retirees save thousands of dollars on their healthcare.

There are over 20,000 Medicare insurance plans nationwide! We have built the most comprehensive database of Medicare plans (more than Medicare.gov!) and use that database to recommend the plan that will provide the most value to each consumer after accounting for premiums, coverage and prescription drug cost.

We are happy to sell plans even when we don’t receive a commission from insurance carriers because we know that a happy customer will refer more business to us.

We are an equal-opportunity workplace. We are deeply committed to building an inclusive workplace for people of all races, ages, gender identities, sexual orientations, religions, and ethnicities.