Customer Lifecycle Marketing Manager – Full Time

About Us:

At DH Insurance Group, we are committed to delivering top-tier Medicare and insurance solutions to our clients. Our agency is rapidly expanding, and we are looking to grow our team to support this exciting journey.

As a leading provider specializing in Medicare Advantage plans, we pride ourselves on offering exceptional service and support. We are seeking a motivated, driven, and skilled Customer Lifecycle Marketing Manager who is passionate about making a positive impact in the insurance industry.

If you're looking to join a dynamic, growth-focused team, DH Insurance Group may be the perfect place to build your career.

Job Description:

About the Role

The Customer Lifecycle Marketing Manager is responsible for developing, executing, and optimizing retention strategies across our Medicare Advantage (MA) and Affordable Care Act (ACA) product lines. This leader will oversee day‑to‑day retention operations, partner closely with Sales, Customer Services, Compliance, and Marketing, and ensure all activities align with CMS and marketplace regulatory requirements. The role is critical to driving sustainable growth, improving member experience, and strengthening long‑term enrollment stability.

Key Responsibilities

Retention Strategy & Execution

• Develop and manage annual retention plans for MA and ACA lines of business

• Analyze retention trends, drivers, and member behavior to identify actionable insights

• Lead targeted outreach campaigns for at‑risk members, including pre‑AEP/OEP and ACA renewal cycles

• Partner with Marketing to design compliant messaging and multi‑channel engagement strategies

Operational Leadership

• Oversee daily retention operations, including call center workflows, outreach agents and vendor partners.

• Ensure timely and accurate execution of retention activities, including benefit education, plan guidance, and renewal support.

• Work closely with our AI platforms to coordinate multiple outreach efforts

• Collaborate with Sales and Distribution to align retention efforts with agent performance and member onboarding quality.

Regulatory Compliance

• Ensure all retention activities comply with CMS, state, and marketplace regulations.

• Maintain documentation, scripts, and processes aligned with audit‑ready standards.

• Partner with Compliance to monitor call quality, disclosures, and member communications.

Data, Reporting & Performance Management

• Track and report retention KPIs, including voluntary/involuntary disenrollment

• Monitor agent and team performance, providing coaching and feedback as needed.

Qualifications

• Bachelor's degree preferred or equivalent combination of education and job experience

• 3+ years in customer lifecycle management, retention or related roles

• Experience analyzing data and making decisions off of that data

• Experience using customer life cycle programs (HubSpot, MailChimp, Active Prospect, etc.)

• Experience in A/B Testing workflows, email, SMS, and Direct Mail Campaigns

• Familiar with writing AI phone scripting and open to working with new AI technologies to improve workflows

• Experience working alongside Tech, Product, Sales and Marketing team

Pay: $70, $80,000.00 per year

Benefits:

• Health insurance
• Paid time off

Work Location: Remote