The Challenge
Highmark Health needs a strategic CRM mind to orchestrate member activation across their clinical portfolio. You'll build end-to-end engagement strategies that drive clinical outcomes, cost savings, and preventative health—working at the intersection of marketing, healthcare, and data.
Your Mission
Map current member journey across email, SMS, mobile, and web channels; identify gaps in clinical partner communication and engagement
Develop segmentation strategy using behavioral, demographic, and clinical data to target high-impact cohorts (cost-to-value, care gaps, diagnosis)
Execute 3-5 pilot campaigns using CRM tools; establish baseline performance metrics and optimization framework
Build cross-functional collaboration cadence with Business Areas, Marketing, Product, Data, and Operations teams
Launch scaled member activation program targeting wellness, preventative care, and diagnosis gap closure with measurable health outcomes
Optimize campaign performance through A/B testing; achieve 15%+ improvement in engagement and conversion rates quarter-over-quarter
Establish CRM center of excellence with documented best practices for customer journeys, segmentation, and personalization
Deliver comprehensive analytics dashboard (Tableau/MCI) reporting on campaign ROI, member lifetime value, and cost-to-value savings
KPIs You'll Own
Campaign Engagement Rate
Email, SMS, mobile app, and web channel open/click-through rates by segment and campaign type.
Member Activation Rate
Percentage of targeted members completing desired actions (wellness program enrollment, preventative screening, care plan engagement).
Cost-to-Value (C2V) Savings
Quantified healthcare cost reductions driven by member engagement in preventative care and diagnosis closure initiatives.
Segment Performance Index
Comparative performance across demographic, behavioral, and clinical segments to identify highest-ROI cohorts.
Campaign Conversion Rate
Conversion from outreach to desired member behavior; tracked by channel and initiative type.
Tools & Stack
Your Team
Your Manager
Head of CRM or Customer Engagement (not specified)
Current Team
CRM team; cross-functional alignment with Marketing, Business Areas, Product, Data, Operations
New role or backfill (unclear)
The Package
Salary
$95K-$130K base
Remote
Hybrid: On-site 3 days/week (Tue-Thu) if within 50 miles of Erie-Meadville office; Remote if 50+ miles away
Benefits & Perks
Company Intelligence
Highmark Health is a major healthcare company focused on member engagement, clinical outcomes, and cost management. The role sits at the intersection of clinical operations and customer marketing—rare positioning that combines health impact with growth strategy.
Customers
Healthcare members across clinical portfolios
Is This Role For You?
- You've built member/customer engagement strategies at scale using CRM, email, SMS, and mobile channels—and you have data to prove it
- You understand healthcare, insurance, or wellness deeply (clinical background preferred but strong healthcare marketing experience counts)
- You thrive in matrixed environments and can align competing stakeholder priorities around shared metrics
- You're analytical: you live in Tableau/analytics dashboards, run A/B tests, and translate data into strategy—not the other way around
- You've only done single-channel marketing or lack hands-on CRM campaign execution experience
- Healthcare/insurance/wellness marketing is completely new to you and you don't have a clinical or medical background
- You need full remote or live outside 50 miles of Erie-Meadville and can't commit to hybrid on-site (Tue-Thu)
Interview Process
Recruiter Screen
30 min: background, motivation, CRM and healthcare experience
Hiring Manager Interview
45 min: deep dive into campaign strategy, segmentation approach, cross-functional collaboration
Case Study / Take-Home
Design a member engagement campaign or analyze a customer journey problem (timeline TBD)
Cross-Functional Panel
30-45 min: meet representatives from Marketing, Data, Business Areas to assess collaboration fit
Final Approval
Offer stage pending background and reference check
Interested in this role?
Apply now and hear back within days, not weeks.
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CRM & lifecycle marketers own the post-acquisition journey. They design onboarding sequences, retention campaigns, win-back flows, and loyalty programs that maximize customer lifetime value.