SelectQuote

Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

SelectQuote is seeking a seasoned leader to drive Consumer Lifecycle Marketing strategy for its life insurance business. Consumer Lifecycle Marketing is an integral part of the consumer experience across the SelectQuote family of brands. Our CLM team has the charter of increasing ROI from existing uncontacted or unsold leads and existing customers through direct-to-consumer channels including email, SMS, Direct Mail and outbound call strategies. The ideal candidate for this important role will have strong creative and communication skills, yet also have proven analytical skills and an ability to thrive in a fast-paced, entrepreneurial culture.

Through a close partnership with Sales and Sales Operations, this role will work to identify marketing opportunities throughout the sales process and product lifecycle, with a singular focus on increasing conversion and delivering increased revenue growth from Marketing outreach. Leads proactive testing and optimization of existing programs to grow overall revenue contribution. Leads partnership between Marketing and Sales / Sales Operations to identify opportunities, defines and implements customer contact strategies that enhance revenue generation from owned leads and existing customers. Leads operational planning for identified strategies, including driving technology roadmap and development in support of CLM.

This role is responsible for mapping and optimizing the holistic customer journey from lead generation through upsell, driving necessary process improvements and technology enhancements. This role will drive the lifecycle marketing strategy for Term and Final Expense product marketing and work to enhance the holistic customer experience by collecting and analyzing performance data, including customer feedback captured via NPS and other tools to drive process improvements and improved communications.

Leads existing customer segmentation strategy, implementing new programs and learning what works in terms of channel, timing, and frequency, working closely with various cross-functional partners and our Automation team. Leads A/B testing to enhance response in supporting marketing channels, inclusive of email, direct mail, SMS and other marketing channels. Leads partnership with the Digital Marketing team for integrated campaign planning across customer touch points and measures the holistic impact

This role has broad exposure, visibility, and the opportunity to have an impact across the organization. Reporting to the Vice President of Lifecycle Marketing, the selected candidate will work across business units and lead cross-functional teams to design, develop and execute lifecycle marketing campaigns that drive growth in acquisition and retention. The right individual is a proven marketing thought leader who possesses a passion for enhancing the customer experience through targeted, integrated marketing activities across multiple channels, is highly focused on results and can work effectively with a broad cross-functional team and Senior stakeholders to continue advance strategic programs and value creation.

Essential Functions:

  • Owns and leads strategy and planning for integrated customer journeys supporting the Life Insurance product
  • Owns Acquisition and Retention Lifecycle Marketing strategies and partners with Sales and Customer Care to design holistic omni-channel experiences
  • Leverages a multi-channel marketing approach with an emphasis on outbound/inbound call campaigns, email marketing, SMS and direct mail
  • Leads the development of operational planning and ensures flawless execution
  • Utilizes data, customer insights, and campaign performance to create and optimize lifecycle campaigns
  • Develops and manage testing calendar and communications that will ensure high testing velocity while not diminishing the user experience
  • Develops audience segmentation and targeting strategies for marketing campaigns and lifecycle workflows to optimize ROI
  • Conducts data-driven campaign analytics and makes recommendations on changes to tactics or strategy as applicable
  • Leads and assists with the development of creative and content for marketing initiatives. These will be based on results and rapid A/B testing
  • Partners with the Sr. Manager Marketing Automation to proactively optimize new and existing programs, inclusive of Call, Email, SMS and Direct mail campaigns
  • Partners across Customer Care and Customer Experience teams and taps into Carrier relationships to ensure the voice of the customer is represented in all of our efforts and owns key Customer Success metrics for the division, inclusive of Net Promoter Score
  • Leads partnership with Digital to develop and measure integrated campaigns targeting custom audiences tied to key lifecycle events
  • Owns - in partnership with the Customer Experience team - Net Promoter Score metrics and reporting for the Life Insurance Division and is responsible for identifying insights and developing action plans and operationalizing against them to deliver improvements. Aids in partner management and selection for NPS and CSAT Metrics.
  • Leads the development of KPI measures and is responsible for recurring weekly performance readouts
  • Effectively communicates results regularly with executive leadership and stakeholders and turn data into actionable insights
  • Prior team leadership experience is strongly preferred

Knowledge, Skills and Abilities

  • 10+ years of experience being accountable for P&L and/or customer growth results
  • Hands-on marketing, operations, or relevant experience, including direct oversight of Consumer growth initiatives including but not limited to marketing strategies, product positioning and messaging development
  • 7+ years experience in lifecycle marketing, growth marketing or retention marketing, with prior hands-on experience owning and managing email, SMS, Direct Mail channels.
  • Prior extensive experience leading the development and application of existing Customer Segmentation models
  • Prior experience leading inbound and outbound call campaigns, with a strong understanding of effective strategies and best practices is a plus
  • Prior experience being accountable for managing recurring executive communications focused on weekly, monthly and quarterly results
  • Strong analytical skills with proven ability to translate performance metrics into actionable insights, next steps and improvement
  • A proven ability to manage and maintain strong cross-functional stakeholder relationships across multiple interdisciplinary teams, leading toward a shared goal
  • Excellent communication skills with an ability to communicate effectively across multiple levels of an organization
  • The ability to thrive in a fluid, fast-paced environment managing multiple projects across channels and segments simultaneously in a cross-functional team
  • Intellectual curiosity and tenacity in order to work under pressure and translate that to business objectives
  • Highly motivated, resourceful and self-directed. Comfortable with grey areas, seeing them as an opportunity
  • Strong, proven executive communication skills are an absolute must, weekly presentations to senior leadership are routine
  • Proven team leadership experience as both a player and a coach to execute while also leading and influencing others
  • Proven ability to lead a team but also be able to roll up sleeves, jump into the details – and find joy in doing so
  • The ability to work with a high degree of urgency, while also being able to counsel on best practices and inform next steps that lead to the best possible outcome
  • An interest in marketing systems and technologies, databases and movement of data from point A to B as well as any prior experience with using SQL a plus.
  • Must be highly organized, with strong attention to detail and eager to test, learn and deliver results

    Benefits:

    It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.


    Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.