Lead CRM Strategist

Company :

Highmark Health

Job Description : 

JOB SUMMARY

This role is an influential position that is part of a customer relationship management (CRM) leadership team that strives to develop a center of excellence for creating and managing profitable customer relationships and experiences through integrated marketing strategies and plans for a line of business and/or portfolio of products and services to advance business goals. 

ESSENTIAL RESPONSIBILITIES

• Serve as a key marketing resource for the aligned business area, ensuring marketing strategies support business objectives and member engagement goals.

• Campaign & Channel Execution: Execute marketing campaigns (e.g., email, direct mail, mobile app, etc.) using CRM tools, targeting specific cohorts with relevant messaging, under the guidance of the Consultant.

• Customer Segmentation & Targeting: Utilize customer data and insights based on demographics, behavior, and preferences to personalize marketing efforts.

• Testing and Optimization: Conduct A/B testing, multi-variant testing, and post-campaign analysis to optimize campaign performance.

• Collaboration: Work cross-functionally with teams (Business Areas, Marketing, Product, Data and Operations) to deliver compelling, personalized customer journeys.

• Reporting & Analysis: Utilize analytics dashboards (Tableau, MCI) to conduct regular post-campaign analysis, track performance and report out to aligned business leaders.

• Other duties as assigned or requested.

EXPERIENCE

Required

• 7 years of experience in marketing strategy, campaign management, and CRM marketing.

• 5 years of experience in designing and executing customer journeys across email, SMS, mobile apps, and web channels.

• 4 years of experience with campaign reporting, data analytics, and AI-driven marketing strategies to drive continuous optimization.

Preferred

• 4 years of experience in marketing initiatives within a matrixed environment.

• 4 years of experience in healthcare, insurance, or wellness industries.

SKILLS

• Strong understanding of digital marketing principles, including segmentation, targeting, tracking, and analytics.

• Proven experience in email and mobile marketing and CRM management.

• Experience with CRM systems and technologies.

• Understanding of marketing technology, data strategy, and customer experience best practices.

• Experience in campaign performance measurement and optimization.

• Strong analytical skills with the ability to translate data insights into actionable strategies.

• Excellent communication and collaboration skills to work effectively with cross-functional teams.

• Ability to manage multiple priorities and contribute to large-scale transformation initiatives.

• Familiarity with regulatory requirements and best practices in data privacy and permission-based marketing.

EDUCATION

Required

• None

Preferred

• Bachelor's Degree in Marketing, Business, or related field

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

Language (Other than English):

• None

Travel Required:

• None

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

• Office-Based or Remote Position

Physical work site required

• Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that mus