CRM Lead, CenterWell Marketing

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The CRM Marketing Lead for Center Well Customer Onboarding, Retention and Engagement defines and drives the strategic vision for customer lifecycle marketing initiatives that accelerate business growth and deepen customer relationships. This role translates data‑driven insights into actionable strategies, shaping how engagement marketing influences overall business performance.

This role operates across a broad range of complex challenges, from developing long‑term engagement frameworks to optimizing journey and offer performance, ensuring alignment with organizational goals. By identifying opportunities, prioritizing initiatives, and guiding execution, this role plays a key part in advancing a cohesive, insight‑led marketing strategy that delivers measurable impact for the Center Well Marketing Pod.

Define go‑to‑market strategy for Center Well onboarding, retention and engagement journeys, aligned with enterprise goals and customer needs.

• Define and evolve the go‑to‑market strategy for Center Well onboarding, retention and engagement, ensuring alignment with enterprise priorities, customer insights, and lifecycle needs.

• Architect integrated, multi‑channel engagement strategies across email, direct mail, SMS, app, web, and assisted channels—guiding execution to ensure consistency, personalization, and measurable business impact.

• Establish and lead a strategic learning agenda by developing hypotheses, designing experiments, and translating performance insights into optimization opportunities and future growth strategies.

• Drive strategic planning within agile pod structures by setting priorities, aligning stakeholders, and ensuring work streams are focused on high‑impact initiatives tied to key business outcomes.

• Proactively identify and mitigate risks, dependencies, and organizational barriers, influencing cross‑functional teams to enable seamless execution and informed decision‑making.

• Partner with product, analytics, and channel leaders to define and embed advanced personalization strategies, including Next Best Action (NBA) frameworks, across member touchpoints.

• Synthesize performance data into actionable insights, delivering strategic recommendations that inform roadmap development, investment decisions, and ongoing evolution of engagement strategies.

• Bachelor's degree in Marketing, Business, Communications, or a related field or 4+ years of relevant experience.

• 5+ years of experience in lifecycle, retention, or customer engagement marketing.

• 2+ years of experience leading agile teams or cross‑functional pods.

• Strong understanding of omni‑channel marketing and journey orchestration.

• Experience with marketing automation platforms and CRM tools.

• Excellent facilitation, prioritization, and problem‑solving skills.

• Experience in healthcare, insurance, or other regulated industries.

• Familiarity with NBA engines, customer data platforms (CDPs), and real‑time decisioning technologies (e.g., Adobe Experience Platform, Pega).

• Exposure to agile marketing operating models and performance optimization frameworks.

This position operates on Eastern Standard Time (EST) hours.

This position might require occasional travel.

At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi‑weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office associates 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 information.

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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The compensation range below reflects a good faith estimate of starting base pay for…