CRM Manager

Dallas, TX 75202

Employment Type: Direct Hire Category: CRM Specialist Job Number: 26561

Job Description

Freeman+Leonard is seeking a CRM and Marketing Automation Manager for a healthcare client. 
This is primarily an onsite role in Dallas, TX with remote Fridays.

As part of the Vital Marketing Team, the Manager, CRM & Marketing Automation (MA) is responsible for the development and implementation of a digital-first customer relationship marketing strategy across multiple platforms including email and marketing automation systems, SMS/notifications, CDP, and CRM. Works with the Marketing Technology team on analytics, testing and predictive modeling functions ensuring the CRM tool and digital programs are operating effectively and efficiently to generate the desired marketing ROI. Experience with CRM and MA tools essential (Microsoft D365 is required and Marketo experience is preferred). Effectively manages vendors and other partner agencies to scope, develop and implement CRM & digital marketing programs and tools. Analyzes campaign outcomes, draws insights, and presents results clearly to facilitate sound decision making on next steps. The Manager, CRM & Marketing Automation (MA) will lead and manage a team of 4 CRM & Marketing Automation (MA) specialists across the home office and the Global Business Center in Manila. The Manager works well with cross-functional teams and can influence his/her strategic vision for the entire marketing team.

Essential Duties and Responsibilities:

  • Being our marketing automation (MA) and CRM operations leader.
  • Understands integration with Customer Data Platform (CDP) and Customer Relationship Management (CRM) systems, and can work through syncs, issues and new integration needs alongside CRM team members.
  • Creating and implementing complex, logic-driven, consumer-centric consumer journeys.
  • Designing, launching, and tracking online campaigns tailored to markets and personas.
  • Designing and implementing unique, customized digital experiences using CDP and CRM resources.
  • Developing service line campaigns and marketing assets such as landing pages, emails, and e-newsletters; query segmentation; QAing and putting into production in our CRM/ MA ecosystem and integrated platforms such as deploying forms on owned websites.
  • Proactively ensuring all our digital communications (email, direct mail, SMS, etc.) maintain the highest standards of quality, ethics, and legal compliance, including HIPAA, ADA, California Consumer Privacy Act and GDPR.
  • Optimizing processes and leading efficiencies, including recommending more efficient ways to complete individual request tickets and recommending ways to make all online touch points more engaging, higher performing, and more efficient taking advantage of existing tools and technology at hand.
  • Helping establish short- and long-term CRM/MA strategy. Ensuring the organization s continuous evolution in leveraging CRM/MA technology to build smarter/faster/more efficient digital solutions.
  • Ensuring seamless, multi-channel user experience and tracking between our marketing assets and web properties.
  • Applying code for tracking capabilities and configuring related reporting.
  • Helping execute, track and report on campaign performance while consistently optimizing conversion rates and ROI.
  • Assisting department leaders with presentations and ad hoc requests.
  • Supervise CRM/MA department overall processes and daily workflow. Assigns project workload and monitors deadlines, ensuring the ability to prioritize efficiently while maintaining accuracy and attention to detail.
  • Work with the other managers and disciplines – content, web and graphic design, and marketing technology - to devise deliverables and ensure accurate delivery of newsletter and nurture campaigns.
  • Provide statistical information on project performance and team output.


Administration and Team Management:

  • Manage vendors and/or junior team members as needed.
  • Lead a team of CRM and MA specialists.
  • Maintain ticket management and status reporting system efficiently.


Requirements:

  • Bachelor’s Degree, ideally in Digital Marketing or related.
  • 5-7+ years of related and progressive marketing experience. Preferably in both acquisition and retention marketing, marketing campaign execution, including segmentation and building nurture campaigns within a marketing automation and CRM system.
  • Demonstrated competency with CRM and marketing automation systems (knowledge and experience with D365 is required and Salesforce is a plus).
  • 3+ years of experience in a digital marketing leadership role.
  • Knowledge of best practices for email and landing page design.
  • Attentive to details; experienced at using analytics and data for decision making.
  • Knowledge of health care rules/regulations pertaining to advertising/marketing is desirable.


Knowledge, Skills, Abilities:

  • Comfortable with ambiguity and working in a large, diffused, highly matrixed environment.
  • A blend of abilities including building and managing relationships; strategic thinking on CRM and MA  programs; and ensuring that programs are measured through key business KPIs and metrics.
  • Demonstrated ability to work collaboratively with colleagues across all areas and levels of the organization.
  • Possess stellar communication, presentation, and creative problem-solving skills.
  • Capable of organizing and managing complicated projects with multiple stakeholders.
  • Superior project management skills with an ability to multi-task and work in a dynamic environment and ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Strong persuasive, encouraging and motivating skills.
  • Experience in working both independently and in a team-oriented, collaborative environment.
  • Ability to transform strategy and direction into actionable plans.
  • A combination of vision, energy, and leadership with a solid track record of achievement


Personal Attributes:

  • Authentic- Has deep integrity and holds personal and professional values consistent with company mission, vision, and values.
  • Self-motivated- Outcome-focused individual who holds themselves to a high-performance standard but maintains a sense of proportion and humor.
  • Visionary- A forward-thinking change agent who takes a long-term view of external industry forces and implications. Is capable of transformative leadership.
  • Creative - Ability to think strategically while possessing the creative skills to lead innovation.
  • Detail-oriented - Strong attention to detail in grammar, design, development, and strategic approach. 

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