The customer relationship manager will be responsible for planning, implementing, analyzing and optimizing campaigns to attract, engage and retain patients. This includes crafting strategy for digital campaigns, improving customer relationship processes and managing performance with a focus on growth, engagement and retention across the clinical enterprise. The customer relationship manager will leverage data (market opportunity, audience selection, analysis of results, reporting to leadership, segmentation, lifetime value, etc.) and foster data-driven decision-making within the organization as it relates to marketing investments.
This role requires the ability to operate on both a strategic and tactical level.
The customer relationship manager will be part of OHSU\u2019s digital engagement team and will report directly to the OHSU associate director of digital engagement. The customer relationship manager will also collaborate extensively with OHSU brand team, social, strategic communications, clinical and marketing strategists.
OHSU is Oregon\u2019s only academic medical center and one of the region\u2019s largest employers. Located in Portland, Oregon, a fast-growing metropolitan area known for its creative culture, OHSU is singularly dedicated to improving the health and well-being of people in Oregon and beyond. As part of this commitment, OHSU has recently partnered with Adventist and Tuality Healthcare to begin building a system that provides greater access to OHSU\u2019s world-class care for more Oregonians. OHSU is committed to diversity in people and ideas, and welcomes all qualified applicants for this role.
Oversee development of CRM Strategy. Specific tasks may include:
Craft CRM strategy to achieve clinical goals.
Work closely with internal stakeholders (marketing, clinical, finance and business intelligence) to manage and optimize the value of CRM and CRM campaigns for defined personas and segmentation profiles.
Construct \u201cdigital funnel\u201d to ensure proper data capture across all possible touch-points.
Create profitable marketing initiatives that impact brand and clinical goals.
Oversee CRM Execution and Adoption. Specific tasks may include:
Manage day-to-day CRM efforts and campaigns across multiple platforms (Salesforce Marketing Cloud, CRM platform/system, etc.).
Manage CRM marketing programs including list management and content management.
Collaborate with other OHSU communicators to create campaigns and initiatives that align and integrate with other marketing, clinical, brand, content, email and social strategies to achieve a cohesive digital customer journey.
Coach other marketers on the understanding and use of data for marketing decisions.
Oversee CRM Optimization & Analysis. Specific tasks may include:
Iterate, improve and optimize omni-channel CRM efforts.
Demonstrate iterative understanding and improvement of the patient journey in multiple marketing channels.
Collaborate with BI, finance and other internal stakeholders to align on CLV (customer lifetime value).
Collaborate with internal and external analytics resources on the analysis and reporting of CRM efforts to foster data-driven decisions related to marketing investments.
Professional Development This person will regularly participate in educational and informative activities to stay current with trends in CRM relevant audience development strategies. The candidate will stay up-to-date on the latest platform changes, new channels, competitive landscape and best practices.
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm