Mercy Health

  • Sr. Manager CRM Campaigns - Marketing

    Requisition ID
    Marketing & Communications
    Position Type
    Full Time
    Integrated Marketing
  • Overview

    Job Template Header

    We’re a Little Different

    Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.  


    We don’t believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.


    At Mercy, you’ll feel our supportive community every step of your day, especially the tough ones. We’re a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.


    Responsibilities and Qualifications

    Reporting to the Director, Campaign Management, the Senior Manager - CRM Campaigns is responsible for the implementation, execution and reporting of CRM marketing campaigns that focus on acquisition, cross-sell, retention, winback and engagement. The Manager will partner with Marketing Planning, Service Line Development, Brand & Digital Experience, Business Development and Media Relations teams to ensure all initiatives are well-coordinated and implemented across the ministry. The Senior Manager will perform all duties and responsibilities in a manner consistent with the mission and values of Mercy.


    High-level Job Requirements

    • Lead the multi-channel development, execution and analysis of CRM campaigns that acquire, retain and engage customers across the ministry, using direct-to-consumer response-driven methods
    • Support the development of a data-driven, customer-centric, test-and-learn culture within Integrated Marketing through use & advocacy of marketing technology, reporting & analytics
    • Strong understanding of Integrated Marketing operational cadence and exceptional collaboration with peers in other marketing functional areas to ensure successful campaign execution
    • Develop & Implement new processes & solutions that enable Mercy’s Integrated Marketing strategies

    Essential Duties and Responsibilities

    Campaign Management

      • Responsible for the execution and reporting of CRM marketing campaigns that focus on acquisition, cross-sell, retention, winback and engagement
      • Collaborate with all Integrated Marketing functions to develop campaigns that drive acquisition, retention and engagement, including managing the requests for content & collateral related to campaigns
      • Collaborate with Operations, Care Management, Foundation and other functions within Mercy to implement customer-centered communications that drive retention, loyalty and engagement
      • Drive the timing, messaging, testing/optimization, target selection and analysis/key insights for campaigns
      • Project manage campaigns through multiple marketing channels, including website, online advertising, digital advertising, email and social media
      • Manage budget & media decisions for Growth Improvement related marketing campaigns
      • Define & develop processes for executing the Campaign Lifecyle, including mentoring & training other CRM & non-CRM team members

    Testing, Analytics & Reporting

      • Analyze campaign effectiveness, modify campaigns based on conclusions and clearly articulate results to stakeholders
      • Utilize propensity models to develop targeted e-mail and direct mail lists; develop criteria to test, learn and improve all campaigns
      • Develop reporting and dashboards to measure campaign effectiveness, testing efficacy and return on investment at the local, regional and ministry levels
      • Lead the cadence of regular review of reports, dashboards & analysis with marketing stakeholders
      • Support multivariate & A/B tests and analysis to help deliver exceptional customer experiences
      • Define response & attribution models for campaigns; manage control groups, audience size, and variances

    Marketing Operations

      • Support the implementation of CRM, marketing automation and lead nurturing platforms and any connected technology
      • Steward or assist projects with digital product development, UX/UI, & MTS to realize CRM-related improvements to completion
      • Manage Do-Not-Contact (DNC) processes; be a resource for DNC and data hygiene requirements; become familiar with applicable legal compliance requirements.
      • Regular collaboration with Service Line Development and Marketing Planning teams to define audiences, patient pathways & intended outcomes of marketing efforts
      • Prioritize efforts & ensure the smooth execution of campaigns and reporting
      • Support & advocate for Marketing’s Operational Cadence across the team
      • Change Management - Embrace fluidity of the healthcare industry and changes likely to occur in coming years, acknowledging that ministry needs will require role variation for all. Our entire department will be required to accept change and to lead through it

    Because you’re committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That’s why you’ll bring to your role the right set of qualifications:


    Education Requirements

    • Bachelor’s degree - Business, Marketing, Computer Science, Statistics, Finance, Public Relations, Communications or similar area of study preferred

    Experience Requirements

    • 5+ years of progressive experience in marketing and communications including:
      • Experience with CRM and marketing automation platforms; Salesforce experience preferred
      • Experience with customer analytics, database marketing, and/or direct marketing
      • Measuring & analyzing campaign effectiveness, advising & making modifications from conclusions
      • Clearly articulating results & insights to stakeholders through reporting, dashboards & presentations
    • Proven track record of working with cross-functional teams and managing multiple high-profile marketing projects simultaneously
    • Health care marketing experience preferred
    • Track record of leading and developing a team
    • Track record in using analytics to move business metrics and drive strategy
    • Strong project management skills and experience
    • Familiar with relational database concepts & comfortable with large data sets
    • Understand predictive/propensity models & customer segmentation
    • Analytical with a natural curiosity to measure, test, learn and iterate to get the best results possible
    • Credible and articulate, with excellent oral and written communication skills
    • Ability to extract meaning and suggest action items from data, not just report metrics
    • Innovative and creative thinking balanced with pragmatism (big-picture thinking)
    • Intellectual horsepower (highly analytical and strategic)
    • Drives for results in prioritized manner (balanced sense of urgency)
    • Listening skills, minimal ego (listen first, then respond)
    • Organized and attention-to-detail approach (strong tactical execution)
    • Highly resourceful (stretches people and money; compresses time)
    • Agile (can adapt quickly to a changing environment)
    • Collaborative (works with peers across many functionalities within the company)
    • Financially minded (P&L responsibility and mindset)
    • Ability to work both independently and collaboratively
    • Ability to relay analytical insight to stakeholders, with various levels of analytical and digital knowledge and at all levels of the organization
    • Meticulous attention to detail, with an overall passion for continual improvement
    • Ability to thrive in a fast-paced, high-energy environment
    • Possess high degree of integrity and moral character
    • Organized, reliable self-starter with strong creative thinking, analytical, problem-solving, decision-making and interpersonal skills
    • Excellent negotiation skills
    • Consultative and collaborative style with a results-driven approach
    • Ability to influence and manage change in a positive and collaborative manner
    • Ability to interpret qualitative and quantitative data and use in decision making
    • Ability to travel occasionally as needed

    We’ll Support You at Work and Home

    Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds for benefit eligible coworkers. We’re proud to provide tuition reimbursement to help you grow and learn new skills.


    What Makes a Good Match for Mercy

    Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.



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