Senior Marketing Specialist, Member Communications

Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

The Customer Marketing team is dedicated to creating seamless member experiences that help educate and support our members. As a Senior Marketing Specialist, you’ll report to the Marketing Manager, Member Communications and focus on retention and the member journey. We're looking for an energetic marketer with a bias for action and the drive to get stuff done, as well as a mindset that can deliver both creativity and data-based decision making.

Key Responsibilities:

As a member of the Customer Marketing Team, you’ll have the opportunity to make an immediate impact on the rapid growth of our company by delivering key member communications and campaigns, ensuring that our members have the best possible experience and keep renewing year after year.

As a Senior Marketing Specialist, you will both create new experiences and improve existing ones for members going through the claims and failed payment processes. This role will also assist with the renewal experience, save series, pet memorialization, and other retention initiatives as needed. 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 essential for Trupanion’s continued success.

This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.

Your responsibilities will include:

• Drive retention by developing targeted campaigns to enhance engagement, provide education, and celebrate our members.
• Create and A/B test new communications/paths to nurture members throughout key points in their membership journey.
• Work cross-functionally with the Claims team, Care (customer support), and IT to ensure our member’s understanding of their coverage is as clear as possible.
• Own and continually refine all existing claims communications to enhance understanding of the claiming process and outcomes.
• Support the development and testing of communications within the failed payment journey as well as renewal experience, save series, and pet memorialization program.
• Review and use data to identify pain points in the member journey and build new/iterate existing communications and experiences.
• Using extensive attention to detail, translate complex topics into effective content that educates and incites action.

Experience:

• 3-5 years of relevant marketing experience in a data-driven environment
• Marketing content and copywriting experience required
• Editing experience preferred
• Email marketing experience preferred
• Experience in the insurance field preferred

Skills, Knowledge, & Abilities:

• Use data to make decisions and drive performance
• Ensure brand consistency by mastering our brand tone and voice, and applying brand guidelines across multiple channels
• Thrive in a fast-paced environment and adapt quickly to change
• Lean in to a strong attention to detail
• Seamlessly manage several projects at once
• Create immaculate copy that stands out from the crowd
• Demonstrate you are passionate about putting our members first

Additional Information

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

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 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 accommodations.