Senior Director, Customer Relationship Marketing

TAG - The Aspen Group; Chicago (IL); On-site; USD 200,000 - 225,000; Full time

Benefits offered by this job

Paid time off

Health benefits

Dental, Vision

401(k) with match

Job summary

The Aspen Group (TAG) is a leading retail healthcare business support organization in the U.S. seeking a dynamic Senior Director of CRM to lead our customer communications strategy across email, SMS, web and call center orchestration.

This role focuses on driving sales, increasing retention, and delivering personalized journeys that engage patients. You will lead a large, diverse team, report to the VP of CRM, and collaborate with marketing, product, technology and analytics.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Minimum of 10 years of experience in CRM, customer engagement, or related fields, with at least 5 years in a leadership role.
• Proven track record of developing and executing successful CRM strategies in high performance teams.
• Strong understanding of AI and data analytics as they apply to CRM and personalization.
• Excellent leadership and team management skills, with experience managing large, diverse teams.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Strategic thinker with a customer-centric mindset and a passion for innovation.
• Experience in e-commerce or digital marketing is highly desirable.

Responsibilities

• Develop comprehensive CRM strategy aligned with business objectives.
• Lead and mentor a large CRM team focused on journey planning.
• Oversee customer communications across all CRM channels.
• Leverage AI and data analytics to personalize communications.
• Measure performance and optimize campaigns with experiments and feedback.
• Collaborate with marketing, product, tech, data analytics, and regional teams.
• Identify opportunities to innovate CRM strategies and stay ahead of trends.
• Oversee CRM budget and ROI.

Skills

CRM strategy

Leadership

Data analytics

AI personalization

Cross-functional teamwork

Digital marketing

Education

Bachelor's degree in Marketing or related field

Tools

Salesforce Marketing Cloud

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 with close to 1,500 health and wellness offices across 48 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 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 Lovet Pet Health Care. 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. TAG is seeking a dynamic and strategic Senior Director of Customer Relationship Marketing (CRM) to lead and innovate our customer communications strategy. This pivotal role will oversee a large, diverse team responsible for managing customer interactions across owned and operated channels, including email, SMS, web and call center orchestration. The Senior Director of CRM will play a crucial role in driving sales, enhancing customer engagement, and fostering long-term retention through personalized customer journeys and relevant communications. This position reports directly to the VP of CRM.

Key Responsibilities

• Strategic Leadership: Develop comprehensive CRM strategy that aligns business objectives, focusing on customer engagement, driving sales and increasing retention of patients. Champion this strategy amongst peers and gain buy-in from executive leadership.
• Team Management: Lead and mentor a large CRM customer journey planning team, fostering a culture of innovation, collaboration, and excellence. Ensure the team is equipped with the necessary skills and resources to achieve their goals.
• Customer Communications: Oversee the development and deployment of high-quality customer communications across all CRM channels. Build best-in-class operational process to maximize throughput and quality.
• AI and Personalization: Leverage artificial intelligence and data analytics to enhance the personalization and relevance of customer communications, driving improved engagement and conversion rates.
• Performance Analysis: Utilize data-driven insights to measure the effectiveness of CRM initiatives. Continuously optimize strategies based on performance metrics, robust experimentation and customer feedback.
• Collaboration: Work closely with cross-functional teams, including marketing, product, technology, data analytics, and regional/category business unit teams to ensure cohesive and integrated customer experiences.
• Innovation: Stay ahead of industry trends and emerging technologies in CRM, identifying opportunities to innovate and enhance TAG’s customer relationship strategies.
• Budget Management: Oversee the CRM budget, ensuring efficient allocation of resources to maximize return on investment.
• Salesforce Marketing Cloud experience as a plus

Qualifications

Bachelor's degree in Marketing, Business Administration, or a related field

Minimum of 10 years of experience in CRM, customer engagement, or related fields, with at least 5 years in a leadership role.

Proven track record of developing and executing successful CRM strategies in high performance teams.

Strong understanding of AI and data analytics as they apply to CRM and personalization.

Excellent leadership and team management skills, with experience managing large, diverse teams.

Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.

Strategic thinker with a customer-centric mindset and a passion for innovation.

Experience in e-commerce or digital marketing is highly desirable.

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https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees

• Salary:Annual pay range: $200,000 - $225,000, plus bonus/incentives
• A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match