Director, Customer Relationship Management
Richmond FSC - Richmond, VA

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Execute CRM Strategic Plan tactics across multiple channels, including the web, email marketing, mobile, search, display and social media. Will work directly with marketing teams at the market and facility level to support multi-channel marketing efforts in support of specific business objectives.
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Collect data and build reports that quantify ROI for specific campaigns, using objective metrics whenever possible.
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Provide tactical support for markets and facilities as appropriate during pilot and division-wide deployments of vendor-centric CRM projects such as Shar epoint, Teleminder, targeted direct mail and email, the Consumer and Patient Platform and other programs as developed.
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Compile project requirements and create plans and timelines that support CRM-related activities. This could occur at the facility, market and division level.
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Work with the Call Center to establish business growth connections and reporting mechanisms that augment CRM activities they support, such as class registrations, direct mail CTAs, online form submissions and email marketing campaigns.
      Qualifications
      KNOWLEDGE, SKILLS AND ABILITIES:
    • Extensive knowledge of CRM processes and technology options
    • Strong analytical, reporting and project management skills
    • Ability to communicate clearly and concisely, both verbally and in writing
    • Strong knowledge of Website and email production technologies and in-depth experience monitoring and evaluating industry trends
    • Understanding of social media’s role in consumer marketing
    • Ability to integrate traditional offline marketing/advertising/public relations with online media
    • Proficient in Microsoft Office applications, Internet searches and relevant databases
    • Ability to establish and maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.


    • EXPERIENCE REQUIRED:
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      5+ years in large-scale hospital/network related CRM projects
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      Experience managing an online presence preferred, including strategy development, tactical execution, features and functionality, data aggregation and content management
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      Experience running marketing campaigns at all levels, including planning, deployment, reporting and follow-up
      DESIRED CHARACTERISTICS AND VALUES FOR THIS POSITION:

      Customer/Patient Advocate – The Director must always be focused on the loyalty factors required by our customers and patients in regard to CRM projects.

      Initiative – One who can draw from previous operational and deployment experience to determine best path for deployment and adoption of new programs and subsequent processes. Comfortable self-starting projects.

      Leadership – Someone who displays leadership skills including consensus building while also effective in direct management of employees.

      Collaborative – CRM touches multiple functional areas within HCA and the Director will need to have a proven track record of driving initiatives from within a team.

      Organizational Ability – The Director must display ability to handle multiple, concurrent projects.

      EDUCATIONAL REQUIREMENTS:

      Bachelor’s Degree in Communications, Business, Health Administration or related field. Masters preferred.