**Senior Customer Relationship Manager - Digital Marketing**

CAROUSEL_PARAGRAPH

* New York, New York

* Professional / Managerial / Administrative

* 2742572

Shared Services ** Share Job**

mail_outlineGet future jobs matching this search

or The Senior Manager of Customer Relationship Management (CRM), serves a critical operational, strategic and analytical role, leveraging Salesforce Health Cloud and Marketing Cloud to continually drive sales and marketing transformation for the entire Mount Sinai Health System, including seven hospitals, one medical school, and more than 300 locations. Responsible for the management and execution of CRM campaigns to enhance the health systems digital marketing strategy and drive customer engagement and bottom line results. This individual will be responsible for overseeing the configuration, customization, maintenance and day-to-day operations of the platforms. The ideal candidate will have an integral role in the team, acting as a partner for the innovative use of testing, technology, data, and insights to drive campaign efficiency and effectiveness. This person will be the go-to resource for CRM strategy, planning, reporting and direction. This role sits in the Marketing Department and will play a key role in ensuring synergy between the CRM and marketing automation platforms. Reports to Senior Director, Digital Marketing. * Manages and executes all CRM campaigns/activities looking at maximizing KPIs, ROI, and business impact

* Responsible for CRM segmentation, onsite personalization, and recommendation programs and platforms

* Creates consumer models and testing for conversion, retention, engagement and reactivation CRM campaigns

* Establishes and monitors triggers/events, journeys, and automations with static and dynamic content to drive patient conversions

* Manages incoming data pipelines and architecture, ensuring that the data required for campaigns is available

* Oversees and coordinates implementation of new features and integrations

* Manages planning and testing of all SMS and other multi-channel communications

* Extracts strategic insights of the customer database to drive actionable strategies and campaigns

* Analyzes campaign results, develop benchmarks, and creates and shares regular performance reports, insights and recommendations

* Day-to-day administrative and maintenance functions of the platforms

* Assists with the training of new and existing end users

* Manages multiple high priority projects as directed

* Shares new and emerging CRM and automation best practices

* Other duties as assigned

* Bachelors degree or greater preferred, or combination of applicable experience and education

* 7 years of hands-on CRM marketing experience producing cross-channel campaigns using marketing automation platforms

* Experience using Salesforce CRM tools and marketing automation (Salesforce Marketing Cloud)

* Highly data driven with a thorough and deep understanding of numbers

* Relevant technical skills including HTML, CSS, SQL

* Knowledge of Google Analytics, data visualization tool, and project management tracking tools like Jira

* Ability to work in a fast-paced environment with changing priorities

* Strong project management skills, the ability to manage multiple projects simultaneously and the desire to bring structure to undefined processes.

* Communication and interpersonal skills; must be personable yet persistent.

* Organizational skills, attention to detail and ability to handle multiple tasks and manage deadlines

* Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential

* Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination

* Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers