Retention & Engagement Manager

RESPONSIBILITIES:

• Manage consumer / provider (member, patient, perscriber, provider and prescription-holder) engagement and experience marketing programs that support onboarding, activation, education, benefit awareness, digital adoption, service navigation, retention influence, NPS, and value realization.

• Translate operational, experience, business, and audience priorities into actionable onboarding strategies, engagement plans, lifecycle communications, channel recommendations, content needs, timelines, and measurable outcomes.

• Develop and execute communication programs that help secured populations understand what to do, where to go, how to access support, how to use available services, and how to realize value from Optum Rx capabilities.

• Manage steady-state engagement programs that educate existing audiences, deepen relationship value, increase benefit understanding, reduce service friction where aligned to goals, and support continued use of pharmacy and PBM services.

• Coordinate integrated communications across print, digital, email, mobile, web, direct mail, contact center, pharmacy, lifecycle, and other relevant consumer / provider engagement channels.

• Partner with operations, enterprise experience, digital, product portfolio, content, creative, analytics, marketing operations, legal, privacy, compliance, channel teams, and business relationship owners to align priorities, dependencies, approvals, and execution.

• Support segmentation, personalization, journey mapping, testing, optimization, and performance reporting across onboarding and engagement journeys.

• Monitor activation, engagement, utilization, digital adoption, self-service adoption, NPS, retention influence, experience, and journey metrics; prepare insights and recommendations for optimization.

• Identify onboarding, education, engagement, and experience gaps; recommend corrective actions to improve understanding, satisfaction, relationship durability, and value realization.

• Maintain operating routines, status reporting, project plans, budget inputs, risk logs, and leadership-ready updates.

QUALIFICATIONS:

• Bachelor's degree in marketing, communications, business, healthcare administration, or related field.

• 5+ years of experience in B2C marketing, member engagement, patient engagement, lifecycle marketing, onboarding communications, experience marketing, CRM, digital marketing, marketing communications, or related roles.

• Experience developing and executing marketing or communication programs that support onboarding, activation, education, digital adoption, engagement, retention influence, NPS, experience improvement, or value realization.

• Experience engaging consumer, patient, member, caregiver, or other secured populations through targeted communication programs, lifecycle strategies, CRM, or multi-channel engagement campaigns.

• Ability to translate business, operational, and experience priorities into marketing plans, integrated communications, lifecycle programs, and measurable outcomes.

• Strong project management skills with the ability to manage multiple initiatives, timelines, approvals, stakeholders, and deliverables in a complex matrixed environment.

• Ability to use audience insights, journey analytics, engagement metrics, campaign performance, NPS, digital adoption metrics, and ROI/IOI analysis to guide recommendations.

• Strong collaboration skills across operations, experience, digital, product, analytics, creative, content, marketing operations, legal, privacy, compliance, channel, and business teams.

• Excellent written and verbal communication skills, including clear status updates, performance summaries, and leadership-ready materials.

• Healthcare, pharmacy, payer, PBM, specialty pharmacy, infusion pharmacy, home delivery pharmacy, consumer health, financial services, subscription, marketplace, e-commerce, or regulated industry experience preferred.

• Familiarity with CRM, marketing automation, personalization, journey analytics, experimentation, Adobe suite, and performance reporting tools preferred.