Director, Member Experience and Retention

GoHealth is the nation’s most complete online portal for finding health insurance coverage. They’ve helped more than 2 million consumers compare health insurance quotes and purchase individual coverage online, through their agent network, or directly through a major health insurance company. At GoHealth, they pioneered the health insurance technology industry. They started out as innovators with big ideas who transformed into industry leaders.

In a membership based business, customer experience is absolutely vital to our long-term profitability. Maximizing our success is a direct result of helping customers see the great value of our services. The Director of Membership Experience & Retention will be an experienced leader with a strategic vision to oversee the entire membership experience and retention areas. The Director of Membership Experience & Retention will be the leader of a team of customer focused Member Experience Advisors, who are helping our customers understand and leverage their health insurance and ancillary products. Member Experience Advisors are the primary contacts after a client enrolls in their insurance plan. This role is responsible for optimizing customer retention through identification and execution of key strategic initiatives aimed at reducing churn, maximizing renewal spend per customer, and increasing overall renewal process efficiency. The role will be responsible for driving significantly increased customer retention.

* Promote world-class customer service best practices at all times, while being an advocate for the customer's best interests * Formulate Customer Experience end to end vision, strategy, and guiding principles * Set annual goals and Key Performance Indicators (KPI's), execute campaigns, measure performance and report status * Increase engagement and retention * Build a top-tier, fully integrated team * Integrate the current Concierge and Member Services teams * Identify key areas of improvement for customer service, and lead corresponding initiatives to ensure retention * Establish key customer touch points * Utilize customer and competitive research as part recommendation criteria * Develop effective reporting mechanisms to evaluate performance and make operational changes as needed * Work closely and cooperatively with other functional areas in the organization * Consistently enforce compliance on the sales floor * Work cross-functionally to understand and address factors affecting retention, including competitive elements, customer satisfaction, etc. * Develop and monitor renewal best practices, including call scripts, objection handling, competitive positioning, etc. * Partner with Sales Operations to identify renewal metrics and reports/dashboards for ongoing business monitoring, while defining and implementing strategies to optimize systemic renewal process for efficiency

* Bachelor's Degree preferred, or equivalent work experience * 7-10+ years of relevant experience in a call center environment * Experience managing, mentoring, coaching, and leading a team * Strong empathy for customers AND a passion for revenue and growth * Analytical and process-oriented mindset * Excellent verbal, written, presentation, and interpersonal communication skills * Enthusiastic and creative leader, with the ability to inspire others * Exceptional employee relation skills