Job Description:
As a Customer Marketing Manager, you will be responsible for identifying and managing through to completion customized benefits-related communications that help WEX Health employer clients deliver continuous brand experiences for their employees. You will develop and deliver effective materials to educate sales, service, and account management teams across the direct employer service business about Custom Marketing offerings, pricing, and engagement processes. In addition, you will sell clients on the benefits of engaging with Custom Marketing during the pre-sales, onboarding, and ongoing business review timeframes, always working to drive more engagements and revenue. You will manage engagements through to completion, serving as a liaison across account management, marketing, and the print-on-demand vendor to ensure that clients' needs are met. As a driving force for increased client loyalty and existing base revenue growth, you will diligently adhere to and continually refine quality assurance processes, and ensure that accurate billing for any customer marketing projects are completed in a timely manner.
Client Communication and Customization Projects
Collaborate directly with clients and/or brokers and consultants to identify and provide solutions for clients' customization needs
Engage directly with sales, onboarding and/or client services to assist with requests for any custom Open Enrollment or participant-facing communication requests including outlining specification, providing quotes and proofs, and managing projects through to completion
Identify trends in customization requests and propose new service offerings and revenue streams
Engage directly with vendors that provide print, mail and promotional fulfillment requests on behalf of WEX
Maintain incremental sales awareness, and work to meet/exceed revenue goals
Assist as needed with the creation, coordination, project management, and execution of various various customer communications
Suggest effective ways to drive awareness, demand, and sales of Custom Marketing services, and meet directly with potential custom marketing clients to close sales and kick-off engagements (in conjunction with account management)
Process Management for Quality and Scale
Document and oversee delivery against clients' customization project requirements
Provide proofs for iterative and final client approval
Implement, record, and maintain client customizations, engaging internal departments as necessary
Review and approve admin-level changes to communications that impact both standard and custom communications
Stay informed on system and process updates that need to be incorporated into communications as needed
Keep up-to-date with plan design and government regulations that govern pre-tax benefits
Assist with change management communication as needed
Assist with communication content creation and management
Assist with readiness initiatives as needed
Maintain strong working relationships with internal stakeholders and external vendors to ensure the best possible outcome for our customers
Work cooperatively with other Custom Marketing Managers to divide the workload evenly across all requests
Qualifications
3+ years of experience in customer service delivery
Understanding of WEX Health employer clients and relationship/service management systems
Working knowledge of WEX benefit platform customization capabilities
Working knowledge of consumer-directed healthcare benefit plans and associated spending/saving accounts, lifestyle spending account plans, and COBRA
Strong communication and relationship skills, including ability to influence managers and team members across service, sales, marketing, account management
Ability to represent Custom Marketing offerings to internal teams and employer clients to effectively convey value, increase engagements and revenue, management projects through to completion, and resolve issues that arise
Experience managing several multi-faceted client resolutions/projects and proactively updating stakeholders on status and meeting project quality and delivery expectations
Technical/computer skills which include fluency with content development, analytics, project management, and digital asset management
Ability to be a self starter and work independently