Director Of Loyalty & Retention • Senior

Who you are

You have extensive experience in loyalty and retention strategies, ideally within the healthcare sector, and have successfully owned similar functions in previous roles. Your understanding of customer lifetime value, churn reduction, and trust-driven relationships is profound, allowing you to navigate the complexities of patient engagement effectively. You are skilled in developing communication frameworks and personalized experiences that resonate with customers, ensuring they feel valued and understood throughout their journey. Your strategic mindset enables you to set a clear vision and roadmap for loyalty initiatives, aligning them with broader organizational goals. You possess strong analytical skills, allowing you to establish metrics for measuring loyalty and retention success, and you are comfortable experimenting with new ideas to enhance customer engagement. You are a natural leader, capable of influencing cross-functional teams and driving operational execution across various departments.

What you'll do

In this role, you will build a multi-year loyalty and retention roadmap for Phoenix and Raven, focusing on program design, membership tiers, and unique value propositions that cater to the emotional and practical needs of patients. You will define the loyalty value proposition in a healthcare context, ensuring that it aligns with the principles of discretion and trust. Your responsibilities will include establishing a framework for measuring customer health metrics and developing hypotheses and experimentation plans to test new initiatives. You will own the full customer communication strategy, ensuring that all touchpoints are optimized for engagement and retention. Collaborating closely with CRM, product, and content teams, you will ensure that loyalty programs are seamlessly integrated into the patient experience. Your role will also involve analyzing data to derive insights that inform future strategies and initiatives, ultimately aiming to redefine what loyalty means in healthcare.

What we offer

At Phoenix, we value innovation and are committed to creating a supportive environment where you can thrive. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in redefining patient loyalty and retention in a way that truly makes a difference in people's lives.