Job description
Overview:
Position Summary: The CRM (Customer Relationship Management) Marketing Specialist is responsible for leading key patient experience initiatives that drive engagement across different patient segments by developing and implementing CRM automation strategies across the full patient journey life-cycle from lead generation to loyalty. Responsibilities:
Physical Demands:
Athletico provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Greater Purpose and Core Values:
Athletico’s Greater Purpose is to empower people, inspire hope and transform lives. We accomplish this by providing exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury. This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.
Position Summary: The CRM (Customer Relationship Management) Marketing Specialist is responsible for leading key patient experience initiatives that drive engagement across different patient segments by developing and implementing CRM automation strategies across the full patient journey life-cycle from lead generation to loyalty.
Essential Duties and Responsibilities:
The below is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.
- Responsible for developing and implementing CRM automation strategies across the full patient journey life-cycle from lead generation to loyalty
- Maximizing the efficiency and functionality of Athletico’s CRM platform, including data capture and quality of patient experience to support patient acquisition and retention goals; collaborate with stakeholders to prioritize and align product roadmap as well as defining capabilities and driving the implementation of the required CRM infrastructure as needed
- Plan, deliver and measure multi-channel campaigns (especially email and texts) aligned to KPIs and business priorities
- Design and implement complex, rules-based and campaigns that are aligned to key ‘moments of truth’ in the patient journey
- Work in close partnership with Brand Content and External Comms resources to develop strong annual campaigns and patient engagement plans based on seasonal and business priorities
- Build workflows to streamline marketing processes
- Collaborate with analytics and other subject matter experts to develop patient segmentation and lead scoring model; lead efforts to operationalize model for improved campaign tactics and impact
- Develop hypotheses for testing; design, track and analyze results to refine marketing strategies and optimize execution
- Provide feedback to management on process improvements and areas of concern
- Provide expertise, leadership and consulting to maximize value of current and new CRM features; drive continuous improvement of all aspects of CRM system
- Responsible for resolving CRM issues, including responding to customization requests
- Work with partnership with other Marketing & IT team members to create campaign specific landing pages and / or webforms to support campaigns and capture data
- Creation of training materials and provide on-boarding support for other team members as needed
- Manage CRM user access creation
Qualifications:
- Education:
- Bachelor's degree in Marketing, Information Technology, Business Analysis or related field
- Work Experience:
- 3 years of enterprise experience
- 1 year hands-on experience with a CRM platform
- Certification/Licensure:
- Certification in Microsoft Dynamics 365 Marketing and Sales preferred
- Certification in Microsoft Dynamics 365 Marketing and Sales preferred
- Knowledge and Technical Skills:
- Experience in developing custom fields or templates for contacts, leads, account, tasks event, opportunity, activities etc.
- Experience in delivering within the Agile Methodology/Framework
- Healthcare Experience is a plus but not required
- Strong project management and problem-solving skills
- Excellent organizational skills and proven ability to execute on deliverables
- Ability to extract insights and meaning from data sets and spot trends as well as identify possible indicated actions and explain complex new technology and concepts
- Strong business acumen and attention to detail with a consistent record of delivering results
- Good problem solving and conflict resolution skills
- Strong written and verbal communication ability
Language Skills:
- Ability to read, write and speak English proficiently
The physical demands and work environment describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Physical Demands:
- Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding.
- Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
Work Environment:
- Consistent with a standard office environment, noise level is low with little to no extraordinary environmental factors.
Athletico provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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