Channel Development, Lead Retention

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The Channel Development Lead defines the sales product strategy for single or multiple lines of business targeting specific markets and/or business segments. The Channel Development Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Channel Development, Retention Lead, is responsible for driving sustained mail order pharmacy utilization through strategies that increase refill rates, auto-refill enrollment, and long-term member engagement. This role owns the end-to-end member lifecycle from first fill through repeat fills, auto-refill adoption, and ongoing adherence, ensuring members remain engaged and continue utilizing mail order pharmacy services.

The position partners closely with Operations, Marketing, Contact Center, Product, Analytics, and Clinical teams to optimize member touchpoints across inbound and outbound channels, identify and reduce refill leakage, and improve script continuity. Through data-driven insights, targeted retention initiatives, and continuous performance optimization, the Associate Director is accountable for improving refill rates, increasing auto-refill adoption, reducing member attrition, and driving sustainable prescription growth while delivering a seamless, member-first experience.

Provide data driven expertise and management reporting to improve sales performance and increase market share. Develop go to market strategies and identify new business opportunities to increase overall sales portfolio. Identify key areas of improvement through trend and utilization analysis. Collaborate closely with business leaders, marketing and finance to ensure effective, strategic, and competitive sales plans. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Use your skills to make an impact
 

Required Qualifications

• 5+ years of experience in customer engagement, retention, lifecycle marketing, pharmacy, healthcare, contact center operations, or related growth-focused roles.
• Proven experience developing and executing strategies that improve customer retention, utilization, adherence, or recurring revenue performance.
• Demonstrated success leading cross-functional initiatives across Operations, Marketing, Analytics, Product, and Customer Experience teams.
• Strong analytical skills with the ability to translate data and insights into actionable growth and retention strategies.
• Experience managing performance against key metrics such as retention, refill rates, conversion, engagement, utilization, customer lifetime value, and operational KPIs.
• Experience building business cases, prioritizing growth opportunities, and driving measurable business outcomes.
• Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication, presentation, and stakeholder management skills, including experience influencing senior leaders.
• Proficiency with CRM, campaign management, reporting, and analytics platforms.
• Comprehensive knowledge of Microsoft Word, Excel and Access
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Healthcare Administration, Pharmacy, Communications, or a related field.

Additional Information:

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

Satellite, cellular and microwave connection can be used only if approved by leadership.

Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$115,200 - $158,400 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 10-29-2026

About us
 

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.