The Director of CRM and Marketing Operations will own the Customer Relationship Marketing (CRM) program and platform to drive increased hospital visits and client retention. This role will direct the use of hospital, referral partner, and client data and insights to develop personalized and relevant emails, as well as inform 1:1 messaging across other channels.

Additionally, this role will oversee marketing operations, including the fulfillment of marketing materials in support of new hospital openings, existing hospitals, and community events.

The candidate will serve as the business owner of the CRM platform, including the enhancement and use of data in 1:1 messaging. This highly collaborative role will partner closely with Performance Marketing, Finance, and Regional Marketing partners to optimize the email program, and with IT on CRM platform and marketing technology capabilities to deliver relevant 1:1 communication.

Responsibilities

Responsibilities include, but are not limited to:

• Lead the development and optimization of MedVet’s CRM program by leveraging hospital, referral partner, and client data to drive 1:1 personalization across communication channels
• Serve as the business lead in the implementation of the CRM platform, ensuring enablement of B2B and B2C use cases
• Own the email channel, including day-to-day operations (triggered and non-triggered emails, coding, deployment, monitoring, and testing)
• Establish reporting and analytics to diagnose trends, identify successes, and uncover actionable opportunities within the email channel
• Identify opportunities to enhance personalization and segmentation strategies; oversee testing and adoption of those approaches
• Lead modernization of the email platform and evolution of operational processes to increase efficiency
• Own CRM platform data enhancement, development, and deployment of customer files for marketing campaigns
• Develop and execute data-driven triggers and customer journeys to deliver increasingly personalized and relevant messages
• Create and activate referral partner and client segmentation strategies
• Lead marketing technology (martech) initiatives, including data enhancements and system integrations into customer marketing programs
• Drive innovation in email marketing, customer data activation, and evaluate potential new opportunities and partnerships
• Partner with IT to launch new capabilities and integrate new martech partners
• Partner with e-commerce to develop email triggers and campaigns that drive web traffic
• Oversee relationship with fulfillment vendor to ensure timely delivery of marketing materials, promotional items, and campaign assets
• Establish new or improve existing processes to optimize efficiency and effectiveness
• Own relationships with third-party partners, including CRM platform and fulfillment vendors
• Manage workload and professional development of a team of email/CRM professionals

Knowledge, Skills, and Abilities

The ideal candidate will have a minimum of 10 years of experience in digital marketing, B2B, and D2C. In addition, this position requires:

• Expertise in Email, CRM, Segmentation, and Retention marketing strategies and tools (CRM platforms, Email Service Providers, etc.)
• Ability to collect and analyze data, identify opportunities, and make actionable recommendations
• Strong knowledge of customer data and marketing technology
• Deep understanding of CRM with demonstrated experience leveraging customer data and insights to drive 1:1 personalization in email and other communication channels
• Excellent written, verbal, and presentation skills; ability to articulate objectives, strategies, and recommendations to senior leadership
• Decisive, action-oriented individual with experience influencing and leading others
• Highly curious and proactive in investigating findings and anomalies
• Experience establishing effective processes and prioritizing across projects in a fast-paced, complex environment
• Strong organizational skills with the ability to prioritize multiple and conflicting priorities

Compensation & Benefits

MedVet offers competitive compensation and a full benefits package, including:

• Paid time off
• Health, dental, and vision insurance
• 401(k) with company match
• And much more

Come as you are. MedVet is an equal opportunity employer.

We are a drug-free organization; employment is dependent upon passing a drug screen and background check.

MedVet does not accept unsolicited resumes from third-party recruiters.