Manager Customer Relationship Management - CRM
Manager of CRM - Customer Relationship Management
Full Time, Benefits eligible
CRM Manager is responsible for developing the strategic direction and advancing the technologies used to market to our prospective and current patient families. The purpose of this role is to advance the company's knowledge of the customer, uncover opportunities to better engage with the customer (both new and existing) and help to quantify the impact of those efforts.
The Manager of CRM will assist with translating data and metrics into clear and actionable strategies that become multi-channel content/lifecycle marketing programs that align with organizational and departmental goals and KPIs.
The ideal candidate thinks strategically, takes initiative and dives deep into details. This is an exciting time to be involved and lead the transformation of our marketing CRM program.
Why Nationwide Children's Hospital?
The moment you walk through our doors, you can feel it. When you meet one of our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it, too. Welcome to Nationwide Children's Hospital, where Passion Meets Purpose.
Here, Everyone Matters. We're 13,000 strong. And it takes every single one of us to improve the lives of the kids we care for, and the kids from around the world we'll never even meet. Kids who are living healthier, fuller lives because of the knowledge we share. We know it takes aCollaborative Cultureto deliver on our promise to provide the very best, innovative care and to fosternewdiscoveries, made possible by the most groundbreaking research. Anywhere.
Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's achanceto use and grow your talent to make an impact thattrulymatters.Because here, we exist simply to help children everywhere.
Nationwide Children's Hospital. A Place to Be Proud
Responsible for the strategic and administration oversight of our marketing CRM program, including:
Creation and upkeep of program governance
Promoting consistent use of the marketing CRM system to execute marketing campaigns effectively
Quality CRM database growth and evolution of the program
Collaborate with our internal IS team and external partners to update, grow and ensure the overall quality of the CRM marketing database.
Develop behavioral segmentation and scoring strategies to ensure we deliver relevant and timely communication to our audiences.
Support omni-channel marketing strategies that drive engagement at all stages of the customer lifecycle.
Collaborate with multiple departments to generate leads and contacts from various engagement programs and enhance processes for capturing and reporting on these programs.
Perform data-processing and database-management tasks like executing data mining and analysis in support of marketing campaign planning.
Leverage shared analytics resources, design flexible and standard reporting and analysis for measuring program impact relative to key performance indicators and best practices.
Serve as the technical liaison to other Nationwide Children's Hospital data analytics functions for the purposes of enterprise data governance and insights.
Serve as a resource to marketing team as an experienced CRM super-user, providing overall support and training to our users.
Collaborate internally and manage digital campaigns within CRM to ensure appropriate goals, channels, metrics, allocated budget and reporting are tracked and documented.
Stay abreast of trends and best practices to maximize email marketing and other digital campaign efficiency and effectiveness.
Oversee compliance with email and digital marketing regulations and policies including those specific to pediatric healthcare.
Continuously ideate and innovate
Education, Skills, and Experience Required:
Bachelor's Degree or equivalent experience
A minimum of 8 years of related work experience managing CRM platforms.
Strong technical skills related to CRM and automation campaigns
Experience writing SQL
Critical and strategic thinking skills
Organized, reliable with strong creative thinking and problem-solving skills
Strong aptitude in marketing KPIs, analytics, and measurement techniques
Experience with HealthGrades CRM, Salesforce Marketing Cloud, Google Tag Manager and Google Analytics a plus
Experience with healthcare data a plus
Requires vendor management experience
Minimum Physical Requirements:
Typing on computer Frequently (34-66%)
Sitting Frequently (34-66%)
Using phone Occasionally (0-33%)
Standing Occasionally (0-33%)
Lifting Occasionally (0-33%)
Walking Occasionally (0-33%)
The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.
Need help finding the right job?
We can recommend jobs specifically for you!
Click here to get started.