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
Use your skills to make an impact
Required Qualifications
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
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
Our Hiring Process
As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.
If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$150,000 - $206,300 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 09-24-2025
About us
Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
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Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
