Glen Allen, VA, United States
Dec 01, 2021
Director, Campaign Management & Personalization
Humana is seeking a Director, Campaign Management & Personalization who will be responsible for the leadership and day-to-day management of a team of approximately 25 associates that will be responsible for campaign development, content management, message management, personalization operations, and performance management. The Director will provide leadership that combines a highly collaborative working style with a strategic vision and a critical eye for internal operations.
This role requires innovative thinking about the interactions between Humana and the consumer, and a practical understanding of how modern multi-channel, personalized marketing communications and consumer engagement programs are enabled by data, analytics and technology. The Director, Campaign Management & Personalization
must be able to understand the consumer experience that fulfills the Humana brand promise, and design and manage campaigns, content and messaging utilizing the capabilities of Humana's Marketing & Communication Platform to deliver a personalized experience reliably and efficiently.
This role will also serve as an evangelist promoting the benefits of modern, omni-channel marketing approaches throughout the company. He/she understands the positive impact modern marketing programs can have on an organization, and is deeply passionate about enabling omni-channel, data-rich marketing programs in an integrated approach that is directly driven by the strategic goals of the company, and the health goals of our members.
Lead and inspire a team of associates with deep expertise in modern marketing practices, including programming of marketing and communication tools, integration of data and analytic assets, management of complex content inputs, and creation and curation of personalized high-volume messages to consumer, provider and other customer types.
Develop complex multi-channel marketing campaigns using industry leading tools from IBM, Adobe, SFMC, Aprimo, Oracle, Microsoft, SAS and others.
Manage content including images, copy, formats, etc. to support the personalization of marketing communications to Humana members, and other customer types, across multiple channels incl. print, email, digital, telephone, SMS and mobile in a highly complex, high-volume, and specialized environment with substantial regulatory and compliance requirements.
Creation and management of marketing messages that are personalized for different segments of Humana members and other customer types, and target healthcare-specific outcomes
Enable a rigorous test & learn program across all campaigns, content and messaging activities, working closely with Analytics and Behavioral Economics counterparts.
Measure and monitor the performance of the Campaign Management & Personalization function using reports to ensure efficiency and successful adherence to SLAs and other metrics.
Understand the competitive environment, best practices and applies knowledge to practices, and execution across the organization.
Manage external contractors, vendors and agency partners, and a non-personnel budget.
5 or more years of management experience
Advan8ed experience leading special projects and producing metrics, measurements and trend reports
Demonstrated ability to run large scale, highly visible programs with responsibility for multiple project teams.
Proficiency in Microsoft Office applications including Microsoft Project
Proven performance with running Agile teams and processes
Strong ability to understand internal Humana processes, systems, and an ability to see the big picture
Proven performance in achieving results through a team focused approach
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Program Design experience
Six Sigma and/or PMP certification
Demonstrated experience with process documentation and re-engineering
Experience with technology tools such as IBM, Adobe, SFMC, Aprimo, Oracle, Microsoft, SAS.
This role is available to work remotely from any US location, Eastern and Central time zones are preferred.
For this job, associates are required to be fully COVID vaccinated or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.
If progressed to offer, you will be required to:
Provide proof of full vaccination or commit to testing protocols
Provide proof of applicable exemption including any required supporting documentation
Medical, religious, state and remote-only work exemptions are available.
Scheduled Weekly Hours