Lancaster, SC, United States
Sep 22, 2021
Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.
Enclara is looking for a strong and seasoned marketing professional that will help manage key aspects of the corporate marketing function. This role will support the development and execution of strategic initiatives and market research programs across our B2B business. The role carries lead responsibility for managing the Voice of Customer (VOC) program to bring actionable customer perspective into commercial and marketing decision-making and strategy. The role will report to the Sr. Director, Marketing and Communications.
Collaborate extensively with the commercial team to understand the overall business, current and emerging trends, and the insights needed to address them.
Conducting market research and analysis to create detailed business plans on commercial opportunities (expansion, business development etc.)
Plan and deliver integrated marketing campaigns using the voice of customer insights to develop appropriate elements of the marketing mix in support of sales and marketing objectives by developing campaigns with effective messaging and imagery working with marketing and creative partners
Lead the VOC program in close partnership with leadership by providing regular updates through road mapping, progress reporting, and recommendations for optimization
Design and execute primary research to support client engagements and thought leadership initiatives in collaboration with internal and external partners
Ensure VOC findings are considered as part of companywide initiatives
Drive operational excellence by maintaining feedback tools, surveys, and dashboards, including the development of surveys, reports, and processes for the VOC program
Mange NPS measurement and insights program across the organization
Interpret various work assignments and independently determines appropriate courses of action
Background and Skills Required
Ability to think strategically and commercially to ensure research is useable by the business and can support business decision-making
Proven track-record of utilizing a data-driven approach to solve ambiguous business problems and delivering business and operational impact directly through their analysis
Experience successfully managing projects involving internal and external customers and high-level business concepts simultaneously.
Excellent communication skills to inspire change management across the company
Ability to summarize and present information in a way that provides clarity and interest
Strong communications and presentation skills
Strong commercial focus ensuring that research outputs result in business actions
Superior stakeholder management skills with the ability to work in a matrixed environment
Bachelor's degree in Marketing, Communications or Business
7 years of experience in customer focused program development and leadership
Master's degree or other graduate degree preferred
Experience in the healthcare industry
Recent experience in providing end to end voice of the customer and/or digital strategies customer insights and analytics, data modeling or market research.
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Experience communicating complex and functional strategies to senior management
Skill with Microsoft Excel and other Office Suite Applications
Scheduled Weekly Hours
Website : http://www.humana.com