VP, Member Engagement & Growth

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

As the Vice President of Member Engagement and Growth, you will combine your expertise in member-centric engagement strategies with a background leading growth initiatives to help Accolade create exceptional member engagement experiences that achieve our healthcare performance guarantees, contribute to positive cSAT and NPS, and deliver care to those who need it . Your role will be crucial in driving business growth, optimizing member experiences, and leveraging data-driven insights to test and innovate while achieve measurable improvements in our healthcare offerings.

A day in the life…

• Leadership and Growth Strategy (Be Fearless and Stronger Together):
  • Develop and implement fearless growth strategies that align with our corporate growth initiatives, customer goals, and member-centric approach.
  • Lead a multidisciplinary team of 15+ individuals including program engagement marketers, lifecycle specialists, and campaign operations managers while fostering a culture of collaboration and innovation.
  • Collaborate cross-functionally with product development, customer success, and analytics teams to drive engagement and growth initiatives.
• Member-Centric Engagement (Member Obsessed and Relentless Execution):
  • Drive member-centric engagement strategies across email, direct mail, SMS, and mobile applications, focusing on measurable improvements in member lives.
  • Lead the company in identifying new and exciting channels for member engagement that generate health outcomes and member stickiness.
  • Lead your team in implementing growth tactics such as A/B testing, user segmentation, and personalized campaigns to optimize engagement and conversions.
  • Deliver the execution of campaigns with a relentless focus on outcomes, iterating based on data insights to drive continuous improvement.
• Performance Monitoring and Data-Driven Insights (Embrace Reality):
  • Establish KPIs aligned with growth marketing and member engagement goals, leveraging data to provide transparent and actionable insights.
  • Conduct thorough data analysis to identify trends, opportunities, and areas for optimization, ensuring a data-driven approach to decision-making.
  • Collaborate with analytics teams to develop predictive models and forecasting tools to drive growth and revenue goals.
• Customer Strategy Optimization (Genuine Care and Stronger Together):
  • Work closely with Customer Success leadership to build processes and systems that foster client program success, achievement of client goals, and tools for the CS teams that align with growth and engagement objectives.
  • Collaborate with analytics teams to focus your team on client KPIs and performance metrics, leveraging data to measure account success and identify areas for optimization.
  • Develop systems for your team to contribute data and insights to regular client reviews, providing actionable insights and recommendations to optimize client strategies, drive client satisfaction, and enhance long-term client relationships.
• Revenue Generation and Growth (Relentless Execution and Embrace Reality):
  • Collaborate with Customer Success and Professional Services teams to align growth strategies with revenue targets, focusing on member engagement initiatives that add value to clients and improve the health of our members.
  • Identify opportunities for upselling, cross-selling, and consulting that drive recurring revenue, improve client retention, and enhance member experiences.
  • Take initiative, move fast in implementing growth experiments, and embrace data-driven decision-making to drive revenue growth, client satisfaction, and business success.

What we are looking for…

• Bachelor's degree in marketing, business administration, healthcare managemen