Senior Manager, CRM Strategy

You’re more valuable than ever – And that’s just how we’ll make you feel.

JOB SUMMARY

The Senior Strategist, CRM provides cross-channel, data-driven CRM strategy development to reach our key customer audiences. This role is responsible for overarching (portfolio) strategy development, account/market level strategies and opportunity identification for direct marketing programs across channels. These programs will support complete customer lifecycles: pre-purchase to post-purchase to ongoing engagement, preference and loyalty.

The ideal candidate should have experience developing audience insights based on owned data, establishing and managing program engagement strategies and deriving insights from campaign performance. They should be comfortable navigating ambiguity and providing clarity and focus for cross-functional teams. They should be detail oriented with an ability to maintain a view of the big picture and a have a deep understanding of bringing to life consumer engagement strategies through owned channels including email, direct mail, SMS, push, direct campaigns and others. In addition to owned channels, the ideal candidate should be familiar with the addressable paid media environment and opportunities to orchestrate end-to-end consumer experiences across channels (e.g., social, search, programmatic OLA/OLV, etc.).

Education

• Bachelor’s degree in marketing or related field

Work Experience

• 5–7 years developing and managing CRM programs (including email, push, direct messaging, and other owned channels) at an agency, consultancy or within a marketing department

Required Licenses/Certifications

• Certifications in CRM software (Salesforce – strongly preferred)

Additional Knowledge, Skills and Abilities Required

GoHealth Core Values:

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion:  Fosters diversity and inclusion, to be able to better understand team members, our customers and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

Other Required KSA’s or Functional Competencies:

Additional Knowledge, Skills, and Abilities Preferred

•  Strong understanding of CRM principles and best practices, and ability to articulate and educate various levels in the organization
• Healthcare and/or multi-location retail experience is preferable
• Strong, demonstrated experience in leveraging owned customer data to derive actionable insights and shape strategies that resonate with target audiences.
• Ability to provide strategic counsel and insights-based recommendations to senior executives on a regular basis, identify obstacles, and problem solve
• Embraces and fosters a culture of continuous learning
• Excellent communication and collaboration skills to work with cross-functional teams
• Project management skills to oversee CRM implementation and initiatives

Essential Functions

• Develop and execute overarching CRM strategy tied to business and customer goals, clearly articulating the role and value
• In partnership with Business Intelligence, analyze and action customer health/value metrics as part of overall marketing KPIs and reporting, including: New vs Established Targets/Volume/Cost​, Customer Lifetime Value, Retention/Repeat Rate​, Churn/Lapse Rate​
• Align and partner closely with Business Intelligence team to unify the integration and integrity of data across platforms, and measurement and analy