Associate Director, Retention Marketing

OverviewHumana’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.Base pay range: $150,000.00/yr - $206,300.00/yrBecome 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. 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 ResponsibilitiesArchitect 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) strategyLead and mentor a team of 4 marketing professionals; oversee retention-related marketing budget and resourcingLead a cross-functional agile pod of 10+ members to deliver marketing strategies and drive business outcomesCollaborate with product, data science, and channel owners to embed journey logic and personalization rules that drive measurable actionDefine NBA logic for content, timing, and channel orchestration to deliver personalized journeys at scaleTrack and optimize journey performance, using data to run experiments, improve KPIs, and guide roadmap iterationChampion the voice of the customer — integrating qualitative feedback and behavioral signals into continuous improvementsInfluence executive stakeholders to secure alignment, share results, and shape the future-state experience visionRequired QualificationsBachelor’s degree or equivalent related work experience6+ years of B2C omni-channel marketing experience, with deep expertise in lifecycle and journey-based marketing3+ years of people leadership experience, including developing high-performing teamsHands-on experience with marketing automation platforms (e.g., Adobe Experience Platform, Adobe Journey Optimizer)Experience working in an agile operating modelProven success managing matrixed teams and driving measurable engagement and retention outcomesExperience using analytics and data science to translate insights into performance marketing tacticsStrong cross-functional leadership and stakeholder managementPreferred QualificationsExperience 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 optimizationExperience launching or scaling agile pods or cross-functional squadsAdditional InformationTo ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service must meet certain requirements (minimum download/upload speeds and other conditions). Some locations may have additional provisions.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 informationBenefitsHealth benefits effective day 1Paid time off, holidays, volunteer time and jury duty payRecognition pay401(k) retirement savings plan with employer matchTuition assistanceScholarships for eligible dependentsParental and caregiver leaveEmployee charity matching programNetwork Resource Groups (NRGs)Career development opportunitiesOur Hiring ProcessAs 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. If selected to move forward, you may be invited to a pre-recorded Voice, Text Messaging and/or Video interview. Your interview will be reviewed and you will be informed if you will move forward to the next round.If you have questions regarding this role posting and are an Internal Candidate, please contact the Ask A Recruiter team with the requisition number.Travel: This is a remote position, but occasional travel to Humana's offices for training or meetings may be required.Job DetailsScheduled Weekly Hours: 40Pay Range: The compensation range reflects a good faith estimate of starting base pay for full-time employment at posting. The range may vary by location and individual factors.$150,000 - $206,300 per yearThis job is eligible for a bonus incentive plan.Description Of BenefitsHumana offers competitive benefits to support whole-person well-being, including medical, dental and vision benefits, 401(k) with employer match, time off, disability, life insurance, and more.Application Deadline09-24-2025About UsHumana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through Humana insurance services and CenterWell healthcare services, we make it easier for the millions we serve to achieve their best health.Equal Opportunity EmployerHumana does not 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. Humana takes affirmative action in compliance with applicable laws. #J-18808-Ljbffr

Created: 2025-09-18