Head of Marketing & Member Experience

Overview

Founded in
1898
, Mutual of Enumclaw is a people-first insurer rooted in community, recognized as
Washington’s Best Company to Work For
for the
14th consecutive year
, and proudly serving individuals, families, farms, and businesses through local independent agents across the West.

The Head of Marketing & Member Experience serves as the enterprise leader for all marketing functions and the member/customer experience function at a $500M insurance carrier. This role is accountable for building and protecting the corporate brand, driving integrated communications, enabling distribution and sales growth, advancing marketing analytics and measurement, and ensuring every member and agency interaction reflects the company's brand promise.

The role unifies the traditional marketing discipline with end-to-end ownership of the member/customer experience, ensuring strategy, execution, and measurement are aligned around a single member-centric vision. Success requires urgency, teamwork, and clear accountability across a matrixed set of internal stakeholders, agents, and executive leadership.

This role owns four core marketing pillars plus the member/customer experience function, with marketing analytics supporting and driving performance across all areas.

1. Brand Strategy & Management

• Own corporate brand strategy, positioning, and brand pillars, ensuring consistent expression across every channel and touchpoint.
• Lead brand development, including logo standards, visual identity, and brand guidelines/standards enforcement.
• Direct market positioning, advertising, and public relations strategy.
• Oversee social media strategy and governance, ensuring alignment with brand voice and compliance requirements.
• Ensure strategic alignment of brand initiatives with overall company and distribution strategy

2. Communications (Internal & External)

• Own the internal communications strategy, including messaging, channels, and cadence, that builds a strong culture and keeps employees aligned with company direction.
• Lead external communication strategies, standards, and execution, including crisis and media communications.
• Partner with HR/CHRO to communicate and drive participation in engagement initiatives (e.g., surveys, recognition programs, culture campaigns), translating HR-owned goals and data into clear, compelling messaging for employees.
• Provide media training and oversight for executive and field spokespeople.
• Partner with recruiting on employer brand and talent communications.

3. Distribution Support & Sales Enablement

• Develop and execute Line of Business (LOB) and Strategic Market Area (SMA) sales strategies in partnership with distribution leadership.
• Build and maintain the sales playbook, promotional programs, and agency support materials.
• Direct agency and employee training on marketing, sales, and product positioning.
• Manage customer acquisition cost strategy and identify/support alternative distribution channels.
• Support inside sales/service functions with marketing collateral, campaigns, and tools.

4. Marketing Analytics

• Establish and report on agency performance, acquisition cost, and regional sales manager (RSM) effectiveness metrics.
• Measure brand effectiveness, market performance, and progress against the annual revenue plan.
• Own CRM strategy and data governance in support of marketing and distribution goals.
• Track social media and digital performance, translating data into actionable insight for all marketing pillars.
• Define and maintain success measures/KPIs for every marketing and member experience workstream.

5. Member / Customer Experience

• Serve as the enterprise owner of the member/customer experience strategy, setting the vision for how members and policyholders experience the brand across every touchpoint.
• Design and maintain member journey maps across the policy lifecycle (quote, bind, service, claims, renewal) in partnership with Operations, Claims, and Underwriting.
• Establish and monitor voice-of-customer programs (NPS, CSAT, member surveys) and convert findings into prioritized improvement initiatives.
• Own customer complaint trending and resolution oversight, partnering cross-functionally to close…