Associate Director, Retention Marketing

Job Category: Director of Marketing
Job Type: Full Time
Job Location: US - Remote

Humana

Become a part of our caring community and help us put health first

Humana’s Marketing organization is seeking an Associate Director, CRM Marketing (Retention Marketing) to join the team. At Humana, we are transforming how we engage with members through data-driven, personalized marketing that improves health outcomes. As the Associate Director, Retention Marketing, you will lead the strategic vision and execution of our member retention strategy across Humana Medicare and Centerwell Pharmacy, Home Health, and Primary Care. You will be responsible for developing marketing strategies focused on retaining members and patients, as well as leading an Agile Pod to deliver these strategies.

This role is pivotal in ensuring members are likely to keep their plan and stay engaged in the Centerwell products. You will lead a skilled team of marketers and specialists, manage a performance-focused marketing budget, and influence senior stakeholders to align with enterprise goals.

Key Responsibilities

  • Architect a best-in-class, multi-channel member experience (email, mail, SMS, app, web, call center, IVR) tailored to member needs and Next Best Action (NBA) strategy
  • Lead and mentor a team of 4 marketing professionals; oversee retention-related marketing budget and resourcing
  • Lead a cross-functional agile pod of 10+ members to deliver marketing strategies and drive business outcomes
  • Collaborate with product, data science, and channel owners to embed journey logic and personalization rules that drive measurable action
  • Define NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scale
  • Track and optimize journey performance, using data to run experiments, improve KPIs, and guide roadmap iteration
  • Champion the voice of the customer — integrating qualitative feedback and behavioral signals into continuous improvements
  • Influence executive stakeholders to secure alignment, share results, and shape the future-state experience vision

Required Qualifications

Use your skills to make an impact

  • Bachelor’s degree or equivalent related work experience
  • 6+ years of B2C omni-channel marketing experience, with deep expertise in lifecycle and journey-based marketing
  • 3+ years of people leadership experience, including developing high-performing teams
  • Hands-on experience with marketing automation platforms (e.g., Adobe Experience Platform, Adobe Journey Optimizer)
  • Experience working in an agile operating model
  • Proven success managing matrixed teams and driving measurable engagement and retention outcomes
  • Experience using analytics and data science to translate insights into performance marketing tactics
  • Strong cross-functional leadership and stakeholder management

Preferred Qualifications

  • Experience in regulated industries (e.g., healthcare, insurance, financial services)
  • Familiarity with NBA engines, CDPs, and real-time decisioning platforms (e.g., Pega, Adobe)
  • Exposure to product marketing, agent enablement, or channel mix optimization
  • Experience launching or scaling agile pods or cross-functional squads

Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

  • At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
  • Satellite, cellular and microwave connection can be used only if approved by leadership
  • Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
  • Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
  • Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Benefits

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:

  • Health benefits effective day 1
  • Paid time off, holidays, volunteer time and jury duty pay
  • Recognition pay
  • 401(k) retirement savings plan with employer match
  • Tuition assistance
  • Scholarships for eligible dependents
  • Parental and caregiver leave
  • Employee charity matching program
  • Network Resource Groups (NRGs)
  • Career development opportunities
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