Senior Manager, CRM Operations

Overview

 

BioPharm Communications is a leading medical communications and marketing firm that specializes in the development and multi-channel deployment of proprietary promotional medical education programs, along with targeted marketing solutions. BioPharm’s programs are developed to address specific healthcare marketing opportunities and challenges.

 

We are healthcare connectors. We communicate to healthcare providers about the value of life-changing therapies. In turn, we inform and impact patient treatment decisions, helping patients live longer, fuller lives. We do this through the development and delivery of data-driven, multichannel marketing (MCM) campaigns. This helps our clients connect with healthcare professionals. And it helps healthcare professionals connect with their patients.

 

Title: CRM Senior Manager, Marketing Operations

Deparmtent: Marketing

Location: New Hope, PA 

 

The CRM Senior Manager, Marketing Operations is a key position within BioPharm’s CRM department and Program Operations team. This role is responsible for spearheading all tasks related to the hands-on campaign execution and tactical management for top pharmaceutical client omnichannel marketing campaigns. This includes being an integral team member in campaign development, demonstrating a strong understanding of Salesforce Marketing Cloud capabilities and being able to align them to campaign objectives, deployment preparation and execution, production vendor coordination, and ongoing campaign monitoring with the ability to identify areas of optimization and report them back to the CRM Manager, Strategic Marketing. The ideal candidate will be comfortable working in a fast-paced team environment with an agile workflow, as partnering with the CRM Strategy counterparts to build and execute upon all channel deployments that align to a campaign’s strategic imperatives will be critical to success. The candidate will also manage and prioritize operations-focused initiatives for the department, while maintaining key working relationships cross-functionally in order to do so. Attention to detail, organization, tech savvy, strong verbal and email communication, proactive follow-up, and maintaining a customer-focused attitude throughout all responsibilities are essential skills for this role. 

 

Job Responsibilities

• Manage client program operations tasks ranging from deployment preparation, building customer journeys, and scheduling launches to in-deployment monitoring through to completion
• Work closely with CRM Strategy Manager on understanding deployment operations inbounds, upcoming deliverables, and campaign execution objectives
• Campaign target list cleaning and preparation using proprietary List Match Application tool, as well as importing lists to Salesforce Marketing Cloud and handoff to production vendor partners
• Campaign Management Application program entry and organization for master database management
• Salesforce Marketing Cloud journey builds and automations for digital deployments and triggered campaigns
• Email deliverability monitoring for all in-market email campaigns and refreshing targeting as needed
• Adjusting journeys in Salesforce Marketing Cloud based on CRM Strategy optimization recommendations discussed
• Print production vendor coordination for direct mail and publisher channel deployments
• Print recall survey development in SurveyMonkey platform and scheduling survey email deployments for relevant direct mail channels
• Coordinate with Programmatic Campaign Manager for media launches
• External test sends for functional and deployment ready email channel assets
• Partner closely with CRM Strategy Manager to finalize pre-deployment checklist and confirm timing prior to scheduling deployments
• Attend and actively participate in weekly CRM Stand-up meetings with Strategy Manager counterparts for operations tasking alignment
• Attend and actively participate in external meetings and provide insights from an Operations perspective
• Lead or support with departmental or cross-departmental special projects 
• Act as a team lead and support team members as need
• Additional responsibilities as required 

CRM Core Competencies

• Tech Savvy
• Manages Complexity
• Customer Focus
• Attention to Detail
• Communicates Effectively
• Ensures Accountability

Skills & Qualifications

• 3-5 years of relevant experience in program and/or marketing management
• Healthcare and/or pharmaceutical experience a plus but not required
• University degree with relevant