Manager, Customer Relationship Marketing
Company: Aspen Dental
Location: Chicago
Posted on: April 18, 2024
Job Description:
The Aspen Group (TAG) is one of the largest and most trusted
retail healthcare business support organizations in the U.S. and
has supported over 20,000 healthcare professionals and team members
at more than 1,300 health and wellness offices across 46 states in
four distinct categories: Dental care, urgent care, medical
aesthetics, and animal health. Working in partnership with
independent practice owners and clinicians, the team is united by a
single purpose: to prove that healthcare can be better and smarter
for everyone. TAG is backed by top-tier private equity firms and
provides a comprehensive suite of centralized business support
services that power the impact of five consumer-facing businesses:
Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent
Care, Chapter Aesthetic Studio and our newest addition AZPetVet.
Each brand has access to a deep community of experts, tools and
resources to grow their practices, and an unwavering commitment to
delivering high-quality consumer healthcare experiences at
scale.
Our continued growth has created an opportunity to join us as a
Manager, CRM for Aspen Dental.
Position Overview
The Manager, Customer Relationship Marketing (CRM) will be a
champion of CRM customer strategy growth plans for multiple service
lines within the Aspen Dental portfolio. This role will implement
and oversee the activation of customer data to deliver effective
and accurate customer experiences that are rooted in business and
brand goals while keeping the customer at the center of the
experience.
It will be critical that the Manager, CRM be able to manage
multiple priorities in process at the same time, seamlessly
navigating both strategic and executional requirements. Execution
of CRM initiatives will occur across multiple channels utilizing
Salesforce Marketing Cloud.
Key Responsibilities:
- Actively support the Sr. Director, CRM and business leads in
the organization to assess current needs and identify opportunities
for CRM to support the brand's business objectives
- Participate in educating the organization and build stakeholder
alignment to CRM best practices and opportunities for CRM to
contribute to achieving business objectives
- Lead the development of all marketing automation focused
projects, develop personalized customer experiences and campaigns
based upon research, customer insights and customer
segmentation
- Provide strategic and technical direction for patient
activation including defining targeting and personalization
requirements with measurement in mind to ensure test and learn plan
design is actionable
- Apply research and project learnings to determine best
practices for life stage journeys (i.e. welcome, form submits and
abandon, follow up and next best action journey)
- Partner with Product Marketing to build optimal customer
experiences and inform requirements for marketing system
applications
- Develop the usage, framework and requirements of the campaign
management system and data needs that are required to meet the
agreed upon channel experiences of the business
- Analyze user flows to understand where the largest conversion
optimization opportunities le and provide recommendations to the
extended team
- Provide on-going analysis of CRM programs, monitoring KPIs and
surfacing opportunities to improve patient experiences and
marketing recommendations
- Leverage and incorporate the right external partners (agencies,
data and service providers, white label solutions) to bring the
best digital experience to market
Qualifications/Requirements:
- Education Level: Bachelor's Degree in Marketing, Business
Administration, or related field.
- Minimum 7+ years of demonstrated marketing experience planning
and overseeing the execution of CRM contact plans across all
channels for brands in the retail, service, or healthcare
categories (agency or brand-side)
- Minimum of 2+ years, hands on experience with Salesforce
Marketing Cloud
- Demonstrated success in managing high volume integrated email
and push marketing programs for consumer audiences. Expert
knowledge of email marketing and ability to recommend creative
solutions in-line with business objectives
- Relational marketing database knowledge, proficiency with
database marketing principles, customer contact strategy and system
and the design implementation of CRM, loyalty, and referral
programs
- Proficient with the use of relational databases and query
design to research, review, and coordinate marketing data to
address complex business questions (SQL experience a plus)
- Analytically minded and able to structure and mine data, use
diagnostic CRM metrics, build projections, and analyze
opportunities
- Entrepreneurial and nimble, takes ownership and drives forward
amidst ambiguity while also building relationships and alignment
cross-functionally with internal partners to contribute to a center
of excellence in a shared service model
- Strong communication skills, ability to effectively communicate
technical concepts to non-technical audiences
- Extremely organized with expertise in driving cross-functional
initiatives
- Salesforce Marketing Cloud Email Specialist certification
highly preferred
- Ability to travel occasionally
Keywords: Aspen Dental, Berwyn , Manager, Customer Relationship Marketing, Executive , Chicago, Illinois
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