Lead Director, DTC Member Experience

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.A Brief OverviewAetna, CVS Health is looking for top leadership talent! We have an exciting opportunity available for highly motivated individual to lead member experience and lead generation programs for Aetna Medicare. The position will develop a core team responsible for outreach programs for existing members and retention activities, lead generation programs, and other outreach/support programs for internal channel development. In addition, the role is responsible for recruitment, onboarding, training, developing, managing of the staff, vendors, and activities in order to achieve superior business performance and operating goals. To be successful the role is accountable for talent development, employee engagement, member retention, lead program conversion rates and targets, planned operating KPIs, and quality of service. This role is ideal for candidates that are energetic, empathetic, and looking to become part of a growing business segment.What you will do

• Manage and lead an organization of managers and representatives with a high level of understanding of Aetna Medicare products.
• Leads team's daily operations to design, establish and maintain member programs and communications to drive customer brand loyalty and retention, with particular focus on identifying, serving and retaining the best member and retention activities, post enrollment activities, and develops strategies to drive incremental sales through lead generation and post enrollment activities to support our DTC channel.
• Aligns processes with the sales and operations to ensure collaboration across all DTC touchpoints.
• Manage and develop career paths for top talent within organization, with emphasis on leadership development and performance management.
• Advises leadership on ways to leverage advanced analytics and data mining techniques to identify patterns in customer behavior.
• Implements best practices and proven methodologies to maximize effectiveness and improve operational efficiency by executing operating models to scale and grow business across all product lines.
• Manages and allocates internal and vendor resources effectively to ensure that services are delivered efficiently, on time, and within budget.
• Develops and monitors program's key performance indicators (KPIs) to measure team performance, budgets, cost per acquisition and retention metrics in line with business objectives.
• Fosters a member-centric culture, emphasizing empathy, effective communication, and problem-solving skills in all interactions.
• Focuses on member satisfaction and retention by monitoring member feedback, addressing complaints, and implementing measures to enhance the member experience.
• Contract, develop, and engage vendor account leadership and supporting functions to drive business results through contractual KPIs.
• Communicates strategically with IT and data management teams, leveraging technology and data analytics to optimize service operations, improve efficiency, and enhance customer insights.

• Demonstrated successful experience in developing internal retention and/or lead generation capabilities for insurance companies.
• 7+ years in Medicare Sales and/or Medicare programs.
• 5-7 years of managing individual contributors and managers.

• High level of proficiency with Microsoft Office package.

• Life & Health insurance license is a plus

• Bachelor's degree preferred/specialized training/relevant professional qualification.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.