Lead, Retention, Channel Development
$115,200–$158,400 year
RemoteUnited States
Job Summary
Define sales product strategy for single or multiple lines of business targeting specific markets and segments. Drive sustained mail order pharmacy utilization through strategies that increase refill rates, auto-refill enrollment, and long-term member engagement. Own the end-to-end member lifecycle from first fill through repeat fills, auto-refill adoption, and ongoing adherence, ensuring members remain engaged and continue utilizing mail order pharmacy services. Partner closely with Operations, Marketing, Contact Center, Product, Analytics, and Clinical teams to optimize member touchpoints across inbound and outbound channels, identify and reduce refill leakage, and improve script continuity. Provide data-driven expertise and management reporting to improve sales performance and increase market share. Develop go-to-market strategies and identify new business opportunities to increase overall sales portfolio. Identify key areas of improvement through trend and utilization analysis. Collaborate closely with business leaders, marketing, and finance to ensure effective, strategic, and competitive sales plans. Advise executives to develop functional strategies on matters of significance.
Required Qualifications
- 5+ years of experience in customer engagement, retention, lifecycle marketing, pharmacy, healthcare, contact center operations, or related growth-focused roles
- Proven experience developing and executing strategies that improve customer retention, utilization, adherence, or recurring revenue performance
- Demonstrated success leading cross-functional initiatives across Operations, Marketing, Analytics, Product, and Customer Experience teams
- Strong analytical skills with the ability to translate data and insights into actionable growth and retention strategies
- Experience managing performance against key metrics such as retention, refill rates, conversion, engagement, utilization, customer lifetime value, and operational KPIs
- Experience building business cases, prioritizing growth opportunities, and driving measurable business outcomes
- Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously
- Excellent communication, presentation, and stakeholder management skills, including experience influencing senior leaders
- Proficiency with CRM, campaign management, reporting, and analytics platforms
- Comprehensive knowledge of Microsoft Word, Excel and Access
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required
- Wireless, wired cable or DSL connection is suggested
- Satellite, cellular and microwave connection can be used only if approved by leadership
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
- Occasional travel to Humana's offices for training or meetings may be required
Desired Qualifications
- Bachelor's degree in Business, Marketing, Healthcare Administration, Pharmacy, Communications, or a related field
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.