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Senior Manager Retail Center (Sarasota, FL)

Company: Blue Cross Blue Shield of Florida
Location: Sarasota
Posted on: May 3, 2021

Job Description:

Be a Part of Building the Future of Health!

We are changing the world of health care. We are focused on helping people and communities achieve better health.

Are you looking to excel in your next career? Are you a game changer? This opportunity is for you!

Job Summary

The purpose of this position is to manage all aspects and functions in the Florida Blue Retail Center to ensure that the customer's experience is meaningful, informative, supportive in-center encounters that result in high customer satisfaction.

Essential Functions

* Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information, or tools to address their needs. * Develop and execute tactical marketing plans to generate traffic, support membership, and create positive brand awareness within specific budget. * Collaborate with corporate and Florida Blue marketing resources to initiate local plans that integrate with broader efforts * Manage local marketing budget, achieving target ROI for execution tactics or taking corrective action as needed * Work closely with marketing and local leadership to promote the company brand, build customer relationships and loyalty and support achievement of business objectives in the region. * Manage operations of the Retail Center to meet or exceed performance goals related to sales, service, care/wellness support, traffic, customer satisfaction and loyalty. * Manage non-exempt and exempt staff and functions that pertain to the retail center to ensure sales, service and care/navigation goals and objectives are met. * Track, analyze and report on Retail Center performance, working closely with corporate staff and leaders to take corrective actions as needed to achieve performance goals. (e.g., traffic, revenue, sales, biometrics provided, health coaching, navigation services provided, customer satisfaction feedback, issue resolution, consults, etc.) * Ensure appropriate retail center procedures and processes are followed, tools are available and store appearance reflects Florida Blue's standards (including contact/lead or care support tracking and follow up for all customers who come into the retail center) * Create a work environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm and personal growth for the professional staff of 13-23 employees.

Direct reports include:

Nonexempt - Sales, Service, Assistant Manager

Exempt: Care, Marketing Specialist, Operations Manager

* Provide coaching to staff regarding inappropriate or inadequate behaviors or other required improvement; ensure any required remedial training or additional development is obtained where appropriate

Required Work Experience

6 years related work experience, including at least 3 years managing cross-functional teams to achieve operational results or equivalent combination of transferable experience and education.

Related Bachelor's degree or additional related equivalent work experience

Required Licenses and Certifications

State of Florida 2-15 Health, Life & Annuities license 60 Days,

Demonstrated Strategic Leadership and Planning

Demonstrated ability to coach, lead, influence and develop a high performance team of professionals.

Demonstrated strong problem solving and decision making skills

Customer advocate

Knowledge of change management methodologies and principles

Experience in retail marketing, direct to consumer marketing, and/or marketing practices.

Work flexible hours to include evenings, weekends and holidays.

Occasional travel with overnight stays.

Effective verbal and written communication skills.

Proficient with MS Word, Excel, PowerPoint, Internet and web-based tools.

Preferred Qualifications

Master's degree

Experience in insurance industry, physician's office, hospital, or other position in health care industry.

Experience in store/retail management.

Bilingual - Spanish

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity Employer/Protected Veteran/Disabled.

Keywords: Blue Cross Blue Shield of Florida, Sarasota , Senior Manager Retail Center (Sarasota, FL), Other , Sarasota, Florida

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