Customer Relationship Manager - Lee Health : Job Details

Location:Lee Health Corporate Center -4211 Metro ParkwayFort Myers FL 33916 ; Hybrid position

Department: Marketing Communications

Work Type: Full Time ; Exempt

Shift: Shift 1/9:00:00 AM to 5:00:00 PM ; Monday - Friday

Minimum to Midpoint Pay Rate:$34.97 - $45.46 / hour ($72,737.60 - $94,556.80 annually)

Summary

The Customer Relationship Manager will serve as a lead CRM expert, applying technical expertise to help lead the implementation, monitoring, data input and integration, maintenance, and optimization of marketing efforts all to provide advanced digital experiences with optimal patient engagement and service. Educates the organization on the true power of CRM, proactively advises leadership on performance, and develops plans for increased ROI based on CRM data insights and facts. This position reports to the System Director of Marketing and supervises Email, Data and Analytics, and CRM Specialists.

Job Responsibilities:

Responsible for supporting the System Director of Marketing in achieving the Lee Health strategic digital and CRM vision.

Strive to achieve a level of data insight unparalleled in healthcare digital marketing to uniquely position Lee Health as an industry leader in insightful CRM analytics.

Support the implementation and management of the chosen CRM Solution for Lee Health.

Manage day-to-day CRM data operations, including process diagrams, use cases, control points, data integrity, and data reconciliation.

Uses digital platform tools to manage direct consumer list fulfillment, response tracking, reporting, and analytics to support ROI analysis and campaign improvements.

Work closely with team members on launching, measuring, and supporting various digital campaigns and journeys.

Develop customer insights, campaign test design strategies, and campaign performance metrics in support of end-to-end data-driven cross-channel marketing campaigns.

Manage the development and validation of customer segmentations, customer value metrics, and the analysis and interpretation of data trends.

Communicates channel performance, relevant consumer insights, competitive developments, industry findings, and trends and provides recommendations for consumer acquisition and retention opportunities.

Support and partner with Digital Marketing and Call Center in compiling and gleaning insights from data across websites, social platforms, mobile, and Customer Relationship Management (CRM). Work with the team to analyze findings and make specific recommendations based on the information.

Collect, compile, mine, and synthesize CRM data to help the organization develop and understand KPIs and other thresholds for success metrics.

Apply keen skill in communicating data clearly in written and oral form and work diligently with the CRM Manager to get the right data to key decision makers.

Support leading-edge CRM data analytics techniques and measurement solutions to better demonstrate the value and effectiveness of digital activities and achieve ROI goals.

Proactively look for ways to provide outstanding customer service and work closer with customers, colleagues, and stakeholders to identify and maximize opportunities to leverage CRM technology to improve business processes and support critical business strategies.

Lead CRM Specialists in providing end-user training to team members for all relevant applications.

Requirements

Education: Bachelors degree in communications, Marketing, Data Science, Statistics, IT, Math, Business, or a related field with five years of relevant experience. Masters degree preferred or equivalent.

Experience: Leadership Experience with digital transformations and CRM integrations. Experience in Digital Marketing Strategy and Service Line Marketing. 3-5 years experience in team management and team building. Hiring and recruiting experience is a plus but not required. 3-5 years of healthcare industry experience with demonstrated success in positions of responsibility while supporting the technology needs of a diverse organization. Vendor management experience.

Certification: N/A

License: N/A

Other: Experience and advanced proficiency with MS Office, Google Analytics, CRM solutions, and health-related data sets. Strong conceptual knowledge of CRM systems, content management systems, browser applications, Search Engine Optimization (SEO), social media, mobile and web analytics tools. Possess the ability to clearly communicate complex data and technical information to a diverse group of stakeholders and non-technical staff. Skills in large data set management, multivariate analysis, gleaning insights from data, and presenting data clearly via written and oral reports and presentations. Proven ability to successfully manage concurrent projects, work in a fast-paced and complex environment, execute large projects, and work under multiple and competing deadlines. Ability to multi-task and take direction in a matrix work environment. Self-starter with strong organizational skills and attention to detail. Experience successfully leading technical staff, including managing various personnel functions such as hiring, assigning, and reviewing work, mentoring, and coaching, as well as performance plans and counseling. Ability to prioritize, analyze, work independently, and complete tasks with tenacity and attention to detail. Excellent customer service skills and the ability to build rapport and relationships with administrators, team members, physicians, customers/patients, vendors, and the community.

US:FL:Fort Myers