Digital Marketing Specialist | ChristianaCare Health System

Wilmington, Delaware, PRIMARY FUNCTION: A Customer Relationship Management (CRM) Marketing Specialist at ChristianaCare will maximize the efficiency of our CRM system and how we use the platforms to improve customer experience and engagement. More specifically, the CRM Marketing Specialist will help to steward our customer relationship management processes, help manage and optimize our digital marketing tactics and manage the data and analytics in order to advance the mission of ChristianaCare. PRINCIPAL DUTIES AND RESPONSIBILITIES: Customer segmentation: Request, review and organize customer contact lists effectively to ensure maximum customer engagement and best possible results of CRM campaigns. Delivery: Using optimal emailing practices to ensure optima l email delivery results. Email and content management: Ensure email layout, design, and content are optimized for best results in all CRM campaigns Mobile Contact Strategy: Integrate SMS into marketing campaigns to effectively combine mobile and web communication channels. Tracking results and reporting: Compile and distribute up to date reporting on ongoing and completed campaigns measuring all relevant CRM KPIs. Customer contact strategy: Manage customer contact and delivery KPIs and lead the strategy to maximize customer engagement. Implement and manage CRM campaigns, including retention, reactivation and promotional activities. Conduct testing, review and analysis of all CRM activities to ensure optimal results. Execute on coordinated digital marketing strategy, with emphasis on email marketing, providing relevant insight where applicable.

Manage efficient & timely deployment of email, push, SMS & mobile mailbox marketing campaigns. Monitor deliverability and make recommendations to ensure best practices for patient journeys, smart automation, data hygiene, privacy and opt-in standards. Maintain data integrity through database management for Salesforce Health Cloud and Marketing Cloud, incorporating best practices for scrubbing and updating. Identify industry and platform trends, advise key stakeholders, and apply use cases accordingly. Liaise with key stakeholders (account managers, IT, Strategy & Planning, and Data Warehouse) to establish a cohesive strategy and provide executional expertise to meet business goals and objectives. Collaborate with Marketing Team on corporate advertising strategy, with special focus on email marketing. Performs assigned work safely, adhering to established departmental safety rules and practices. Reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors. Performs other related duties as required. EDUCATION AND EXPERIENCE REQUIREMENTS: Bachelor’s degree in IT, marketing or related field, required.

3-5 years demonstrated experience with Salesforce platforms, required. Experience Salesforce Health Cloud and Marketing Cloud, preferred. Experience in customer relationship management strategy and process development.

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