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Senior Manager, Marketing

Job Category:  Sales & Marketing
Department:  Marketing
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  7942

 

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

As a condition of employment, L.A. Care requires a COVID-19 vaccine. This requirement includes our remote workforce. If you would like to request an exemption, L.A. Care has implemented a process to consider exemptions, for documented medical conditions and sincerely held religious beliefs. L.A. Care will review all exemption requests prior to proceeding with the recruitment process.

Job Summary

The Senior Manager, Marketing is responsible for overseeing strategic planning, development, implementation and measurement of all marketing messaging programs and campaigns that impact our members – from onboarding through renewal. The Senior Manager, Marketing will report to the Senior Director, Creative and Marketing and will lead the Member Engagement team, within the Marketing & Creative department. This position will oversee both strategic planning and program implementation for all of L.A. Care's direct lines of business, focused on the development and execution of member-facing communication plans driving overall brand preference, value reinforcement, member retention and loyalty.

This position requires a member experience mindset as well as a deep understanding of member journey mapping and the ability to develop strategies and outcomes that deliver efficient member engagement approaches. This position will work to enhance our Member Experience and Member Journey goals. It will be accountable for the management for some of the most impactful member experience moments such as our Welcome experience and helping members navigate their plan basics. 

Particular focus on the implementation, development and regulatory requirements, collateral development/management and all other member engagements for L.A. Care’s products (Medicare, Medi-Cal and Commercial)  that adhere to follow Centers for Medicare and Medicaid Services (CMS), the Department of Health Care Service (DHCS) and Covered California (CC) regulations. This includes responsibility of preparing marketing and member materials as required by CMS, DHCS and CC. 

Duties

Leads Marketing Member Engagement team, with Member Journey focused strategies in an environment where operational excellence, innovation, regulatory oversight and innovation are valued and encouraged. 

Develops member focused comprehensive Marketing plans leveraging multiple channels that incorporate tactics to achieve member loyalty and to ultimately a personalized Member Journey experience, that will serve to provide an end-to-end holistic member experience that is in alignment with organization goals. 

Works with various stalkeholders to earn our audience and demographic differences of our members, and connect the personalized programs to experiences through member facing marketing assets.

Develops talent to ensure business progress and continuity. Develop goals, objectives and actions plans for assigned staff which includes full management responsibility for the hiring, performance reviews, salary reviews and disciplinary matters for direct reporting employees.

Partners with the Manager, Marketing and the Manager, Creative, Brand and Production to create, develop and implement an operating model that supports the upstream and downstream needs of member engagement, member retention and marketing operations.  Develops comprehensive marketing plans and programs that addresses the needs of product owners, business units and Senior Leadership. Manages collaborative workgroups with business to implement member marketing solutions for specific initiatives and campaigns.  

Uses data to measure success and continually optimize results (open rates, response rates, return mail, list health, etc.). Proactively identify opportunities to improve the member experience while driving the great engagement. This includes 360-degree experiences including communication plans with digital enhancements. 

Formulate ideas and strategies that support organizational goals and objectives especially in relation to improving HEDIS scores and meeting NCQA requirements.       

Responsible in overseeing and  maintaining the budget responsibility and oversight of on retention marketing,  budget.and contracts.

 

Education Required

Bachelor's Degree in Marketing or Health Administration
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Experience

Required:
A minimum of 6 years of member marketing, healthcare administration, member Compliance, product brand management experience, with at least 3 years healthcare or demonstrated management experience.

At least 4 years of lead or management experience with demonstrated increasing levels of successful planning and results.

The position requires a successful track record and experience in marketing planning, healthcare compliance, member engagement, member regulatory oversight.  

Skills

Required:
Strategic planning, end to end execution of marketing plan as developed. Strong organizational, planning and project management skills, including flexibility to handle multiple assignment, changing priorities, and compressed deadlines.

Knowledge of member experience  

Understanding of member journey mapping  

Ability to develop strategies and outcomes that deliver efficient member engagement approaches

Proficient in MS Office, including Word and Excel; Adobe Acrobat.

Excellent interpersonal, verbal and written communication skills, including to senior management.

Excellent writing, organizational and project management skills and have a proven ability to manage multiple projects simultaneously. 

Functions well in team and matrixed work environment, collaborating effectively with team members and other departments.

Marketing skills that include multicultural marketing, member communications, collateral development, internet marketing, analytics, reporting, budget development and management.

Ability to successfully develope and execute different marketing levers, such as traditional and non-traditional advertising tactics, as well as effective cross functional project management. 

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information

 

L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)

 

At L.A. Care, we value our team members’ safety. In order to keep our work locations safe, each employee is required to self-screen for symptoms prior to entering any L.A. Care location each day. L.A. Care and all of its staff are required to comply with all state and local masking orders. Therefore, when on-site at any L.A. Care location, employees are expected to wear a mask in areas where physical distancing cannot be managed.


Nearest Major Market: Los Angeles

Job Segment: Healthcare Administration, Medicare, Medicaid, Healthcare

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