The Customer Marketing team builds effortless member experiences that help educate and support our members. We are a creative group and also masters of data-based decision-making. As a Marketing Specialist for Claims Communications , you'll report to the Director of Digital Operations and focus on the loyalty and retention of our nearly half a million pet owners. We're looking for someone who has a bias for action and the drive to get stuff done.
A day in the life: As a member of the team, you'll have the opportunity to make an immediate impact on the rapid growth of our company by delivering key communication initiatives that ensure our members have the best possible experience and continue to renew their membership. As a Communications Specialist, you will create new and improve existing customer experiences for members who need medical attention for their pets. Our experience is best in class and it is what our members come to us for, so ensuring our communications are clear and timely is pivotal for Trupanion's continued success.
You will support the development of digital and non-digital marketing efforts and then analyze data to evaluate success. Your responsibilities include:
Leading and continually improving the claims communication lifecycle from awareness of coverage benefits through active claims and claims resolution
Providing insights, data points, and other input for the Claims submission process in our Member Portal and Member App
Collaborating across the organization to build and optimize the technology infrastructure supporting Claims in Digital properties (Member Portal, App, SMS, email, etc.)
Working with Customer Insights team to review data, the voice of the customer, and other inputs to understand friction points for our customers who have claims and find ways to remove the friction
Being the Claims subject matter authority for our team and a Digital Claims resource for other teams
Working cross-functionally to deliver key member communications for new products
Qualifications (Please include a cover letter with your application!)
Education, Registration & Certification:
Degree in Marketing, Communications, English or related field, or 2-3 years of relevant work experience
Minimum of 3 years Customer Retention marketing experience as a business or product owner
Prior experience with Member claims or similar Member benefits' scenarios, tools, or processes strongly desired
Experience with writing and/or reviewing business & technical requirements documents preferred
Proficient knowledge of marketing automation platforms, CMS tools, backend systems integration
Skills, Knowledge & Abilities:
Write effective content for multiple marketing channels and member segments
Effectively run multiple projects at once & know how to prioritize against resourcing, business goals, and customer needs
Develop deep knowledge of our members & their needs
Advocate for delivering an exceptional member experience
Communicate well with various partners across the company, including Technology, Legal, and Creative
Apply brand guidelines across multiple channels
Adapt and thrive in a fast-paced, high-growth, ever-evolving environment
Use data to make decisions and drive performance
Translate data into insightful and engaging content
Use experience to drive innovation
Benefits and Perks:
Full medical, dental, and vision benefits at no cost to the employee
Four weeks paid time off
Five-week sabbatical after five years of employment
Restricted Stock Units
Open, casual, pet-friendly, and fun office environment
Free dog walking services for office pets during business hours
Free medical health insurance for your pet (1 dog or cat)
Paid time off to volunteer at nonprofit organizations
Free on-site gym
We're all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and expertly. We strive to promote from within and reduce bureaucracy to allow creative thinking. We're focused on providing continuous training and support to all team members to encourage long-term happiness and success.
Take a look inside our office and see for yourself:
At Trupanion, we achieve great things together when we are:
Caring: We are kind to each other and assume positive intent.
Collaborative: We work together to achieve company goals (we not me).
Courageous: We are determined, take risks, and make bold moves.
Curious: We seek new information to continually better ourselves and our work.
Honest: We believe candid communication leads to successful teamwork.
Inclusive: We welcome and value all people and perspectives.
Nimble: We readily adapt and evolve in pursuit of progress and innovation.
For more information about Trupanion, visithttp://trupanion.com/about
Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.