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Job ID: 10464
Location: Raleigh, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job
Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.
The CRM Platform Strategy Manager will serve as the product owner focused on unlocking technology to deliver a consumer-centric 1:1 experience. This position will define business requirements and work closely with internal teams (Growth Marketing, Consumer Insights, and Marketing Technology) to activate omnichannel journeys with behavioral triggers in alignment with objectives, tracks, and next best actions. They provide data-driven marketing program leadership for our system attraction, attachment and retention efforts. This role is responsible for strategy and program definition as well as stewarding activation across all channels including addressable paid, owned marketing and experiences. They apply CRM strategies and apply them to UNC Health’s consumer segmentation for the delivery of engaging personalized experiences.
CRM Strategy Implementation – Responsible for managing UNC Health’s CRM, ensuring UNC Health makes the most of marketing opportunities it offers. Actively applies CRM strategies within UNC Health’s consumer segmentation. Manages the marketing strategy through the customer lifecycle. They utliize software to support UNC Health’s customer relationship management strategy and efforts. They develop and optimize campaign strategies that engage, educate, and convert prospects across a variety of mediums: Email, SMS, Chat, Website Notifications, Push Notifications, and more. Work with data-science to leverage machine learning in email/SMS marketing that delivers the right message, to the right person, at the right time. Strategize and optimize performance through data-driven segmentation, campaign planning, testing, and result analysis. Accurately track the customer journey to maximize communication opportunities. Lead strategy for on-site messaging and personalized content. Develop, maintain, and share a CRM marketing calendar with the marketing team. Build a reporting schema to analyze performance of individual communication as well as complete campaigns.
Leading People -Provides direction and leadership to team members within UNC Health Marketing Department. Leads teams on complex agile and waterfall engagements focused on driving impact and outcomes. Directly supervises one or more team members in the department. Provides an inclusive workplace that fosters the development of team members, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Establishes a high performing team environment. Articulates common goals and communicates how individual roles contribute to team success. Develops the ability of others to perform and contribute to the department by providing ongoing feedback and opportunities to learn.
Leading Change - Initiates and manages the change process, taking steps to remove barriers or accelerate the adoption of consumer relationship management platforms for marketing automation. Communicates a compelling vision and need for change that develops a sense of urgency, generates excitement, enthusiasm, and commitment to the process. Clearly communicates the direction, required performance, and challenges of change to all involved parties. Identifies and enlists the support of key individuals and groups to move the change forward. Obtains and provides resources to implement change initiatives. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
Driving Results - Exceeds departmental and organizational goals. Participates in decision making and planning that produces high-quality results by developing subject matter expertise, analyzing problems, and understanding benefit and risk tradeoffs. Holds self and others accountable to high-quality services and timely results. Helps to set team priorities blue chips and support of strategic initiatives.
Preferred Experience: If a Bachelor's degree: Six (6) years of relevant experience or two (2) years at a top tier consulting firm, technology development consulting practice or two (2) years of work experience in the cloud computing software industry or digital agency. Experience with an enterprise-level CRM/email marketing software provider (e.g. Salesforce Marketing Cloud, Health Cloud), Marketo, SAP, ZOHO, or Microsoft Dynamics) or a Salesforce Certification
Preferred Experience: If a Master's degree: Five (5) years of relevant experience or two (2) years at a top tier consulting firm, technology development consulting practice or two (2) years of work experience in the cloud computing software industry or digital agency. Experience with an enterprise-level CRM/email marketing software provider (e.g. Salesforce Marketing Cloud, Health Cloud), Marketo, SAP, ZOHO, or Microsoft Dynamics) or a Salesforce Certification.
● Requires a Bachelor’s degree in related degree
● No licensure or certification required.
Professional Experience Requirements:
● Requires five (5) years of relevant experience or three (3) years at a top tier consulting firm.
Knowledge/Skills/and Abilities Requirements:
● • Experience with an enterprise-level CRM/email marketing software provider (e.g. Salesforce Marketing Cloud, Health Cloud), Marketo, SAP, ZOHO, or Microsoft Dynamics) or a Salesforce Certification
• Practical experience or coaching teams on Marketing Cloud journey design, automation, triggers, data management and implementation.
• Knowledge and application Adobe Experience Manager, Acquia or Sitecore Experience
• Supporting Salesforce APIs and data exchanges within Salesforce Cloud ecosystem or from other third party applications (e.g. Microsoft Azure, Pardot, Teradata or Oracle)
• Advanced understanding of Apex Triggers, Classes and SOQL
• Ability to consult with developers on SF1 mobile configuration, Visualforce pages, and Data Loader
• Familiar with data and file format, and data exchanges such as JSON, APIs
Legal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: Marketing
Work Type: Full Time
Standard Hours Per Week: 40.00
Work Schedule: Day Job
Location of Job: US:NC:Raleigh
Exempt From Overtime: Exempt: Yes
The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.
UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.