Director, CRM Solutions

We’re looking for a Director of CRM Solutions to join our team!

My name is Shawn Moniz and I am the Senior Director of CRM Solutions We are at an amazing and transformative time in our business as we are both challenging and being challenged by our clients to bring strong and impactful customer relationship and direct marketing programs to their healthcare customers. We are looking to elevate our CRM engagements and our practice by building on the CRM and Direct Marketing Strategy, Campaign Operations, Technology and Analytics solutions that we have been successful with to date.

If you are passionate about designing and building insights-driven CRM and Direct Marketing programs and have the data and technology chops to understand how to make them happen then you could be just the person we seek.

Joining a cross-functional team of top-notch relationship marketers, analysts, campaign data specialists and technologists, you will be the lynch pin that makes our CRM programs a reality. Working intimately with the CRM Strategist, you will become fully ingrained in our clients business by understanding their brand and program objectives, their patient journeys, the influence and touch points of the healthcare practitioner and patients engagement lifecycle. You will help design, execute and evolve impactful initiatives including patient support CRM programs, healthcare practitioner awareness and education focused direct marketing campaigns, create refill reminder messages and savings card promotion programs, just to name a few. You will do all of this while building and maintaining relationships within the organization, with clients and with vendors to ensure seamless operation of the programs. You will soon become the expert on one of our clients’ most valuable assets – the repository of their customer data and the potential that the data can enable.

In your role, you will be responsible for coordinating the CRM efforts across multiple client engagements with many different teams within the organization. The role has client-facing responsibilities and will require you to participate in strategy sessions, lead requirements workshops and facilitate the delivery of the programs. You will be an enthusiastic leader and mentor to your peers and may in the future be responsible for a direct team of practitioners as our practice continues to grow.

As a Director, CRM Solutions, your role will require you to:

  • Identify, scope, plan and or maintain CRM and Direct Marketing Programs, working closely with the Strategy, Relationship Marketing and Client Services teams.
  • Work with the Analytics team to help develop program KPI’s and define insights, analytic and data requirements to support the program.
  • Develop program/campaign flows, operational guides and define business rules.
  • Develop business and functional requirements documents to support data integration or platform builds.
  • Work with Analytics, UX and the Technology teams to ensure registration, data collection and tracking/tagging requirements for the program are met.
  • Work with the Campaign and Data Team or CRM Technology teams to ensure the requirements are clearly articulated to support the program and that the program is executed to expectations
  • Work closely with the Client Services and Project Management teams to ensure that initiatives are scoped and delivered within budget and exceed customer expectations.
  • Continuously explores new techniques, tools and programs in an effort to innovate the field of CRM and Direct Marketing in the Healthcare industry.
  • As part of the CRM practice leadership team, work to evolve our CRM offering, build on our capabilities and ensure our processes meet our clients’ and internal needs.
  • As required, work with the Business Development and Client Services teams to help sell new CRM and Direct Marketing business to our clients.
  • Directly manage or mentor team members.
  • These responsibilities will include travel to client locations.

Qualifications:

  • 10+ years leading CRM and Direct Marketing programs with experience in B2C and B2B environments
  • Experience with CRM operations, database marketing, direct marketing, loyalty program management, list generation, data analytics, solution design, email deployment, campaign management/testing and reporting.
  • Experience creating business requirements documents (BRD’s) or other relevant campaign documentation
  • Knowledge of Marketing Automation platforms (such as Aprimo, IMS, SAS, IBM, SilverPop, Marketo, Experian, ThinData, ExactTarget, etc.), Databases and Analytic tools and constructs (such as SQL, SAS, Access and MicroStrategy) and Web Reporting tools (Google Analytics, Omniture, etc.)
  • Knowledge of or experience building segmentation flows, customer journeys, touchpoint maps, etc. is an asset
  • Relevant university degree in Business, Marketing, Statistics, Mathematics OR equivalent work experience in a technical or business/technical blended field.
  • Exceptional attention to detail.
  • Excellent communication skills.
  • Excellent time management skills – the ability to multi-task, meet tight timelines and be flexible in adapting processes to meet project needs.
  • Sound analytical, organizational and problem solving skills.
  • Experience working in highly regulated industries; knowledge of the Pharmaceutical industry is a definite plus.

If you have read through this list and feel like you might have found your home and can’t wait to develop your first new patient program, then you might just be the ONE we are looking for. We look forward to meeting you!

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