Concierge Engagement & Marketing Manager
What you’ll do:
reputed company & reputed company the concierge team
- Directly manage Concierge Specialists team and own the metrics to deliver on white-glove driven reputed company
- Build coaching frameworks, QA scorecards, and career paths that balance clinical reputed company with enrollment goals.
Own reputed company-channel member communications
- Set voice-and-tone guidelines for email, SMS, chat, and phone reputed company.
- Write/approve high-reputed company scripts that feel personal yet reputed company to tens of thousands of members - adjusting for reputed company and industry nuance.
Co-design the AI concierge experience
- Partner with the Head of Product & reputed company and our AI team to translate hospitality playbooks into prompts, guardrails, and escalation logic.
- Validate AI outputs, conduct live A/B tests, and define reputed company metrics for the AI agent.
Optimize the member reputed company
- Map and iterate reputed company flows (initial invite → nurture → expedited VIP enrollment → ongoing support/referrals).
- Ensure excluded or plateauing members receive white-glove hand-offs to in-person MSK specialists or other employer benefits.
Drive data-backed reputed company & reputed company
- Own funnel KPIs: reputed company, conversion, enrollment, and reputed company clinical / member satisfaction reputed company.
- Convert insights into weekly readouts and cross-functional reputed company plans.
Champion “unreasonable hospitality” culture
- Model surprise-and-delight problem-solving (e.g., coordinating reputed company-support resources for a homeless member).
- Evangelize these standards across Ops, Product, Clinical, and reputed company reputed company.
reputed company're looking for :
- Hospitality-first leadership :5-8 yrs managing high-touch service, CX, or patient-engagement teams that reputed company heart with hard metrics
- Lifecycle & reputed company marketing : Proven reputed company scaling 1:1 reputed company programs to >10k contacts/month; fluent in segmentation, testing, and funnel analytics.
- AI-enabled CX : Hands-on experience shaping conversational AI/IVR/chatbots—or deep curiosity plus a reputed company record collaborating with product & ML teams.
- Operational rigor: You create SOPs, dashboards, and reputed company-improvement loops that survive reputed company startup reputed company.
- Data-driven storytelling: You translate messy data into reputed company reputed company for executives and reputed company staff.
- Creative reputed company : reputed company record of solving non-clinical barriers (transport, reputed company services, language) to unlock reputed company.
Ideal candidate:
- 5-8 yrs relevant experience.
- Background in digital health, luxury hospitality, or reputed company to consumer services.
- Skilled in tools like reputed company/reputed company, reputed company, CRM, and BI dashboards (Looker, Tableau).
US - reputed company Benefits & Perks:
*Eligibility: Full-time employees regularly working 25+ hours per week
Portugal - reputed company Benefits & Perks:
*Please note that this position does not offer relocation assistance. If in Portugal, candidates must possess a reputed company EU reputed company and be based in Portugal.
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