CRM Director

About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

CRM Director

As the CRM Director, you will be responsible for developing and executing the customer relationship management (CRM) strategy for our organization. You will play a pivotal role in enhancing customer engagement, driving customer behavior, and optimizing email marketing initiatives. This position requires a strategic thinker with a deep understanding of CRM tools and a track record of successful implementation. You will collaborate with cross-functional teams and third-party vendors to achieve CRM goals and maximize the customer experience.

Responsibilities and Duties:

1. Email/CRM Strategy: Assist in the development of the vision and strategy for the email/CRM roadmap, aligning it with the company's long-term CRM solution.
2. Email Program Management: Drive the creation and implementation of new email programs to effectively engage customers and prospects.
3. A/B Testing: Develop and oversee a robust A/B testing program to optimize email responses and drive desired customer behavior.
4. Vendor Management: Manage relationships with 3rd party email vendors, overseeing the design, testing, publishing, and optimization of emails.
5. Cross-Functional Collaboration: Partner closely with Marketing, Product, IT, Legal, and other functional teams to develop and execute CRM programs that align with organizational goals.
6. CRM Tool Utilization: Leverage CRM tools, including Iterable, to maximize their capabilities in customer engagement and data management.
7. Campaign Coordination: Coordinate the setup of CRM campaigns, including creating target lists and deploying communications effectively.
8. Performance Analysis: Review performance reports and campaign insights, incorporating learnings into recommendations for future CRM programs.
9. Cross-Channel Campaigns: Create innovative cross-channel CRM campaigns to build and nurture relationships with key customer segments.
10. Consumer Journey Management: Develop and manage multiple consumer journey plans, providing actionable insights into changing member behavior and refining the CRM strategy accordingly.
11. Technology Exploration: Test and trial new CRM technologies and initiatives to ensure the organization remains at the forefront of emerging CRM strategies.
12. Testing and Reporting: Set up and report on A/B testing, segmentation, and dynamic content, continuously improving email marketing initiatives.
13. Email Template Management: Optimize and create new HTML email templates based on customer data and campaign results.
14. HTML Editing: Develop and edit HTML email templates, execute QA test plans, manage deployments, and analyze email delivery and inboxing.
15. Database Management: Manage prospect and customer databases, including list creation, data segmentation, and list hygiene.
16. Campaign Execution: Set up, execute, and report on various campaigns, ensuring their effectiveness and alignment with brand standards.
17. Automation Programs: Build go-to-market automation programs to support the development of new partner relationships.
18. KPI Analysis: Analyze and report on key performance indicators (KPIs), providing concise information and actionable next steps to enhance CRM strategies.

Requirements

• Bachelor's degree in Marketing, Business, or a related field; Master's degree is a plus.
• Proven experience in CRM strategy development and execution.
• Proficiency in CRM tools and email marketing platforms, such as Iterable.
• Strong analytical skills and experience with A/B testing and data-driven decision-making.
• Excellent project management and vendor management skills.
• Proficiency in HTML and email template development.
• Familiarity with database management and segmentation.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Prior experience in the e-commerce or consumer-focused industry is preferred.
• Ability to analyze data and derive actionable insights to improve CRM initiatives.
• Strategic thinker with the ability to drive innovative CRM campaigns.
• Knowledge of emerging CRM trends and technologies.
• Exceptional problem-solving skills and attention to detail.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave