CRM Manager

1000 Wellstar Health System, Inc.; Parkway Place (AR); On-site; USD 90,000 - 120,000; Full time

Job summary

Wellstar Health System, Inc. is seeking a CRM Manager to lead strategy, execution and optimization of our CRM capabilities across the patient journey.

You will collaborate with Marketing, Digital Experience, IT and Analytics to deliver personalized, data-driven experiences that support growth and improve engagement. This role oversees audience segmentation, journey orchestration and multi-channel campaigns (email, SMS, apps) while ensuring privacy and regulatory compliance within an integrated

Qualifications

• CRM strategy and lifecycle marketing experience
• Knowledge of healthcare privacy regulations
• Experience with multi-channel campaigns (email, SMS, mobile apps)

Responsibilities

• Develop and execute CRM strategy aligned with growth and engagement objectives.
• Establish CRM standards, governance across digital channels.
• Identify opportunities to improve patient acquisition, retention and loyalty.
• Partner with the Director of Digital Experience to define CRM roadmaps, priorities and success metrics.
• Lead design, implementation and optimization of multi-channel campaigns across touchpoints.

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Job Summary:

The CRM Manager is responsible for leading the strategy, execution and optimization of Wellstar Health System's customer relationship management (CRM) capabilities to strengthen patient engagement, support growth objectives and deliver personalized, data-driven experiences across the consumer journey. Reporting to the Director of Digital Experience, this role oversees the development and management of targeted communications and lifecycle marketing programs that connect patients and consumers with Wellstar's hospitals, physicians, services and digital platforms. The CRM Manager serves as a key partner across Marketing, Digital, Clinical Operations, Information Technology and Analytics to ensure that customer interactions are timely, relevant and aligned with Wellstar's mission to enhance the health and wellbeing of every person we serve. This individual will leverage CRM technologies, consumer insights and performance analytics to design and execute multi-channel campaigns spanning email, SMS, mobile applications and other digital touchpoints. The CRM Manager will be responsible for audience segmentation, journey orchestration, campaign measurement and continuous optimization to improve acquisition, engagement, retention and loyalty. The ideal candidate combines expertise in marketing technology and customer experience with a strong understanding of healthcare consumers, privacy regulations and the unique dynamics of an integrated health system.

Core Responsibilities and Essential Functions:

CRM Strategy, Planning and Governance

• Develop and execute Wellstar's CRM and lifecycle marketing strategy in alignment with enterprise growth and consumer engagement objectives.
• Establish CRM standards, governance models, and best practices across digital channels.
• Identify opportunities to improve patient acquisition, retention, loyalty and experience.
• Partner with the Director of Digital Experience to define CRM roadmaps, priorities and success metrics.

Campaign Management and Journey Orchestration

• Lead the design, implementation and optimization of multi