CRM Program Manager

Responsibilities:

• PRODUCT GROWTH AND BUSINESS ANALYSIS
• Partnership with key end-user group:
• • Create and own work plans based on annual strategic priorities to support execution and sustainment of CRM programs; ensure all project elements are implemented according to objectives, specifications, on schedule and on budget.
  • Lead internal team and stakeholders in their understanding of the benefits of CRM.
  • Serve and primary contact to all end-users of key platform user group (Referral Development, Marketing Contact Center, Physician Recruitment, Concierge Program, etc.)
• Platform adoption and process improvement:
  
• • Create and document platform requirements, changes and enhancements by working together with program staff, CRM and digital marketing teams, analytics team and/or outside consultants as needed.
    
  • Partnering with the CRM Application Administrator, documents clear business requirements which may will lead to complex workflow rules, data validation, and trigger-based logic.
    
  • Working closely with key user groups, ensures that applications meet their needs and keep pace with changes in program operations, policies and/or procedures – this includes monitoring usage of platform and targeting interventions to ensure high adoption and high end-user satisfaction.
• Report development and Insight generation:
  
• • Develop and create customized reports and dashboards in alignment with Customer Analytics best practices.
    
  • Be well informed on key performance indicators and bring insights to business unit where possible.
    
• PLATFORM ADMINISTRATION
  
• • Create and maintain documentation on existing processes, policies, application configuration and support related materials for users as solutions are developed (working with vendor for documentation where applicable)
  • Manage upgrades, including coordination during the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments.
  • Keep application users informed about system functionality and enhancements.
  • Understand all data sources available to marketing and assists in assessments of platform integrations. Can perform regular audits to ensure data consistency and accuracy of all data on platform. Provide support to end-users to ensure complete understanding of data available on platform. Solve platform-related problems quickly as they arise, including logging and tracking identified system problems through resolution (managed through appropriate ticketing system)
• PROJECT MANAGEMENT
• • Provide hands-on, consultative and program management support to optimize delivery of complex programs which require cross-functional support from analytics, technology, and data teams and/ or outside vendors
  • Support and/or lead platform-related projects
  • Independently manages projects from initiation to completion
  • Employ strong oral and written communication skills to ensure scope alignment with clients and creative and technical contributors. Construct clear, concise, audience-tailored and error-free communications that delineate expectations, actions requested and relevant implications (i.e. timing, cost, etc.).
  • Work with the client to understand overarching goals and the business case for projects; identify and define requirements, scope and objectives accordingly.
    
• PROFESSIONAL DEVELOPMENT
• • Stay abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource. Maintains skill levels in technology tools required to perform job requirements.

Education or Equivalent Experience:

• Bachelor's degree in Marketing or a related field (Required).
• 8+ years of experience working in a related field (Required).
• 3+ years of experience managing large projects/programs and/or overseeing teams (Required).
• Master's degree in Healthcare Marketing, MBA, Statistics, or related field (Preferred).
• Salesforce Admin Certification (Preferred).

Skills/Abilities:

1. Strong organizational skills with ability to plan and execute multiple complex projects, while resourcefully
2. managing risks and communicating across stakeholders
3. Ability to learn new systems quickly
4. Strong critical thinking, analytic and problem-solving skills
5. Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner
6. Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight if needed
7. Advanced skills in Microsoft Office (including Excel, Word and PowerPoint)
8. Experience using technology, particularly CRM Platforms, to fulfill business needs
9. Ability to capitalize on data and technology to fulfill organizational goals
10. Proficient experience with SQL and/or other relational database management systems; including ability to query large datasets, clean and transform data, and understand data relationships
11. Experience with project management techniques and best practices
12. Experience in managing vendors to align with marketing strategic goals