A Customer Relationship Management (CRM) Marketing Specialist at ChristianaCare will maximize the efficiency of our CRM system and how we use the platforms to improve customer experience and engagement. More specifically, the CRM Marketing Specialist will help to steward our customer relationship management processes, help manage and optimize our digital marketing tactics and manage the data and analytics in order to advance the mission of ChristianaCare.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Customer segmentation: Request, review and organize customer contact lists effectively to ensure maximum customer engagement and best possible results of CRM campaigns.
Delivery: Using optimal emailing practices to ensure optima l email delivery results.
Email and content management: Ensure email layout, design, and content are optimized for best results in all CRM campaigns
Mobile Contact Strategy: Integrate SMS into marketing campaigns to effectively combine mobile and web communication channels.
Tracking results and reporting: Compile and distribute up to date reporting on ongoing and completed campaigns measuring all relevant CRM KPIs.
Customer contact strategy: Manage customer contact and delivery KPIs and lead the strategy to maximize customer engagement.
Implement and manage CRM campaigns, including retention, reactivation and promotional activities.
Conduct testing, review and analysis of all CRM activities to ensure optimal results.
Execute on coordinated digital marketing strategy, with emphasis on email marketing, providing relevant insight where applicable.
Manage efficient & timely deployment of email, push, SMS & mobile mailbox marketing campaigns.
Monitor deliverability and make recommendations to ensure best practices for patient journeys, smart automation, data hygiene, privacy and opt-in standards.
Maintain data integrity through database management for Salesforce Health Cloud and Marketing Cloud, incorporating best practices for scrubbing and updating.
Identify industry and platform trends, advise key stakeholders, and apply use cases accordingly.
Liaise with key stakeholders (account managers, IT, Strategy & Planning, and Data Warehouse) to establish a cohesive strategy and provide executional expertise to meet business goals and objectives.
Collaborate with Marketing Team on corporate advertising strategy, with special focus on email marketing.
Performs assigned work safely, adhering to established departmental safety rules and practices. Reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
Performs other related duties as required.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree in IT, marketing or related field, required.
3-5 years demonstrated experience with Salesforce platforms, preferred
Experience Salesforce Health Cloud and Marketing Cloud, preferred.
Experience in customer relationship management strategy and process development.
Internal Number: JR56301
About ChristianaCare Health System
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.