CRM Senior Manager
at Adventist Health System

Date Posted: 3/10/2017

Job Description



Job:  Other Non-Clinical Professional

Organization:  Adventist Health System Corporate Office

Shift:  Day

Job Posting:  Nov 22, 2016, 10:22:50 AM

If you want to be a part of a place that provides nothing less than extraordinary compassionate care, then Adventist Health System is the place for you!
We are currently seeking qualified candidates for a CRM Senior Manager position that will be based in our FL Division Digital Marketing department.  This position is based at our office in Altamonte Springs, FL.


The CRM Senor Manager will serve as a lead CRM expert, applying technical expertise to help lead the implementation, monitoring, data input and integration, maintenance, and optimization of marketing efforts all with the goal of providing advanced digital experiences with optimal patient engagement and service.  The CRM Senior Manager educates the organization on the true power of CRM, and also proactively advises leadership on performance and develops plans for increased ROI based on CRM data insights and facts. This position reports to the Assistant Director of CRM, Analytics, and Call Center and supervises CRM Specialists.


Specific job duties include:
  • Responsible for supporting the Assistant Director of CRM, Analytics, and Call Center in achieving the Florida Hospital strategic digital and CRM vision.
  • Strive to achieve a level of data insight unparalleled in healthcare digital marketing to uniquely position Adventist Health System as an industry leader in insightful CRM analytics.
  • Support the implementation of multiples upgrades and features for Salesforce clouds.
  • Manage day-to-day CRM data operations, including process diagrams, use cases, control points, data integrity, data reconciliation, etc. for multiple Salesforce clouds.
  • Uses digital platform tools to manage direct consumer list fulfillment, response tracking, reporting, and analytics to support ROI analysis and campaign improvements.
  • Work closely with team members on launching, measuring, and supporting various digital campaigns.
  • Develop customer insights, campaign test design strategies, and campaign performance metrics in support of end-to-end data driven cross-channel marketing campaigns.
  • Manage the development and validation of customer segmentations, customer value metrics, and the analysis and interpretation of data trends.
  • Communicates channel performance, relevant consumer insights, competitive developments, industry findings, and trends and provides recommendations for consumer acquisition and retention opportunities.
  • Support the Assistant Director of CRM, Analytics, and Call Center and analytics staff in compiling and gleaning insights from data across websites, social platforms, mobile, Customer Relationship Management (CRM) and Physician Relationship Management (PRM) systems, etc. Work with the team to analyze findings and makes specific recommendations based on the information.
  • Collect, compile, and mine, and synthesize CRM data to help the organization develop and understand KPIs and other thresholds for success.
  • Apply keen skill in communicating data clearly in written and oral form, and work diligently with the CRM Manager to get the right data to key decision makers.
  • Support leading edge CRM data analytics techniques and measurement solutions to better demonstrate value and effectiveness of digital activities and achieve ROI goals.
  • Proactively look for ways to provide outstanding customer service and work closer with customers, colleagues, and stakeholders to identify and maximize opportunities to leverage CRM technology to improve business processes and support critical business strategies.
  • Work closely with customers, colleagues, and other stakeholders to identify and maximize opportunities to use digital technologies to improve business processes and support critical business strategies.
  • Lead CRM Specialists in providing end user training to team members for all relevant applications.

Job Requirements

Experience Requirements:

  • 8 years of relevant experience required.

Education Requirements:

  • Bachelor’s degree in Marketing, Data Science, Statistics, IT, Math, Business or a related field required.
  • Master's degree preferred.

If this position sounds like a great match for your skills set and experience, please apply online now!

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.