A Customer Relationship Management (CRM) Marketing Specialist at Christiana Care Health System will maximize the efficiency of our CRM system, the data inside it, and how Christiana uses the software to improve customer experience. More specifically, the CRM Marketing Specialist will help to establish and steward our customer relationship management process, help refine our digital marketing strategy and execute that strategy, and manage the data and analytics in order to advance the mission of Christiana Care.
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 critical data systems including, but not limited to, Salesforce CRM, marketing automation platform(s), and Wordpress CMS.
Maintain data integrity through database management, incorporating best practices for scrubbing and updating.
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.
Independently complete projects, drawing on resources as needed.
Prioritize conflicting needs, handles matters expeditiously, proactively, and follows through on projects to successful completion.
Research and complete special projects/assignments as required.
Maintain confidentiality at all times.
Exercise sound judgment in a variety of situations.
Assist with other duties as required.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree in IT, marketing or related field, required.
3-5 years demonstrated experience with Salesforce CRM systems and tools, required.
Experience with marketing automation software such as Marketo or Marketing Cloud, required.
Experience in customer relationship management strategy and process development.
Internal Number: 45682BR
About Christiana Care Health System
Christiana Care 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.