Job at a glance
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.Work ShiftJob 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: Campaign Management and Journey Orchestration Lead the design, implementation and optimization of multi-channel campaigns across email, SMS, push notifications and other digital touchpoints.
Build and manage automated consumer and patient journeys across key service lines and lifecycle stages. Oversee campaign calendars, workflows, testing and deployment schedules. Ensure messaging aligns with brand standards and business objectives. 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. Audience Segmentation, Personalization and Data Management Develop audience segmentation strategies using consumer, patient and behavioral data.
Partner with analytics, IT and operational teams to maintain data integrity and audience definitions. Implement personalization strategies to improve engagement and conversion. Ensure compliance with HIPAA, privacy regulations and organizational policies Performance Analytics and Optimization Define and monitor CRM performance metrics, dashboards and KPIs. Analyze campaign effectiveness, engagement trends and customer behaviors.
Conduct A/B and multivariate testing to improve outcomes. Translate insights into recommendations that drive continuous improvement. Cross-Functional Collaboration and Stakeholder Management Collaborate with marketing, digital, clinical, service line, analytics and technology teams to support enterprise priorities. Serve as the subject matter expert for CRM capabilities and opportunities. Facilitate alignment among stakeholders and communicate results, recommendations and roadmaps to leadership Performs