How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.
Work Shift
Job Summary:The CRM Manager is responsible for leading the strategy, execution and optimization of Wellstar Health System's customer relationship management (CRM) capabilities to strengthen patient engagement, support growth objectives and deliver personalized, data-driven experiences across the consumer journey. Reporting to the Director of Digital Experience, this role oversees the development and management of targeted communications and lifecycle marketing programs that connect patients and consumers with Wellstar's hospitals, physicians, services and digital platforms. The CRM Manager serves as a key partner across Marketing, Digital, Clinical Operations, Information Technology and Analytics to ensure that customer interactions are timely, relevant and aligned with Wellstar's mission to enhance the health and wellbeing of every person we serve.
This individual will leverage CRM technologies, consumer insights and performance analytics to design and execute multi-channel campaigns spanning email, SMS, mobile applications and other digital touchpoints. The CRM Manager will be responsible for audience segmentation, journey orchestration, campaign measurement and continuous optimization to improve acquisition, engagement, retention and loyalty. The ideal candidate combines expertise in marketing technology and customer experience with a strong understanding of healthcare consumers, privacy regulations and the unique dynamics of an integrated health system.
Core Responsibilities and Essential Functions:
CRM Strategy, Planning and Governance
- Develop and execute Wellstar's CRM and lifecycle marketing strategy in alignment with enterprise growth and consumer engagement objectives.
- Establish CRM standards, governance models, and best practices across digital channels.
- Identify opportunities to improve patient acquisition, retention, loyalty and experience.
- Partner with the Director of Digital Experience to define CRM roadmaps, priorities and success metrics.
Campaign Management and Journey Orchestration
- Lead the design, implementation and optimization of multi-channel campaigns across email, SMS, push notifications and other digital touchpoints.
- Build and manage automated consumer and patient journeys across key service lines and lifecycle stages.
- Oversee campaign calendars, workflows, testing and deployment schedules.
- Ensure messaging aligns with brand standards and business objectives.
- CRM Strategy, Planning and Governance
- Develop and execute Wellstar's CRM and lifecycle marketing strategy in alignment with enterprise growth and consumer engagement objectives.
- Establish CRM standards, governance models, and best practices across digital channels.
- Identify opportunities to improve patient acquisition, retention, loyalty and experience.
- Partner with the Director of Digital Experience to define CRM roadmaps, priorities and success metrics.
Audience Segmentation, Personalization and Data Management
- Develop audience segmentation strategies using consumer, patient and behavioral data.
- Partner with analytics, IT and operational teams to maintain data integrity and audience definitions.
- Implement personalization strategies to improve engagement and conversion.
- Ensure compliance with HIPAA, privacy regulations and organizational policies
Performance Analytics and Optimization
- Define and monitor CRM performance metrics, dashboards and KPIs.
- Analyze campaign effectiveness, engagement trends and customer behaviors.
- Conduct A/B and multivariate testing to improve outcomes.
- Translate insights into recommendations that drive continuous improvement.
Cross-Functional Collaboration and Stakeholder Management
- Collaborate with marketing, digital, clinical, service line, analytics and technology teams to support enterprise priorities.
- Serve as the subject matter expert for CRM capabilities and opportunities.
- Facilitate alignment among stakeholders and communicate results, recommendations and roadmaps to leadership
- Performs other duties as assigned
- Complies with all Wellstar Health System policies, standards of work, and code of conduct.
Required Minimum Education:
- Bachelors Other / Related Field or Bachelors Advertising or Bachelors Marketing or Bachelors Business Administration/Management or Bachelors Digital Communications and Media/Multimedia
- 5 years additional - Additional years of relevant work experience and/or other specialized training can be used in lieu of minimum education requirement.
Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.
Required Minimum Experience:
- Minimum 5 years Minimum of five (5) years of experience developing and executing CRM, lifecycle marketing and customer engagement strategies.
- Required
- Demonstrated experience managing multi-channel marketing campaigns using CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Microsoft Dynamics 365, Oracle Eloqua, HubSpot, Braze or similar technologies). Required
- Experience designing customer journeys, audience segmentation and personalized marketing programs using consumer and behavioral data. Required
- Strong analytical experience measuring campaign performance, interpreting customer insights and optimizing engagement through testing and continuous improvement. Required
- Demonstrated knowledge of CRM best practices, customer lifecycle management, marketing technology ecosystems and data governance. Required
- Experience collaborating with cross-functional teams including marketing, digital, analytics, information technology, operations and business stakeholders. Required
- Experience managing multiple concurrent projects, priorities and deadlines in a fast-paced environment. Required
- Experience working with customer data in compliance with privacy regulations and organizational policies; healthcare privacy (HIPAA) experience preferred. Preferred
Required Minimum Skills:
- Demonstrated knowledge of customer relationship management (CRM) principles, lifecycle marketing strategies and customer engagement best practices. Medium
- Proficiency in CRM and marketing automation platforms, including experience with campaign management, audience segmentation, journey orchestration and personalization.
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends and translate insights into actionable recommendations.
- Ability to develop, execute and optimize multi-channel marketing campaigns across email, SMS, mobile and digital channels.
- Working knowledge of digital marketing technologies, customer data platforms, web analytics and reporting tools.
- Strong project management and organizational skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.
- Excellent verbal, written and presentation communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
- Demonstrated ability to build collaborative relationships and influence cross-functional teams, including marketing, digital, analytics, operations and information technology.
- Knowledge of data privacy, security and regulatory requirements applicable to healthcare marketing, including HIPAA and consumer data governance practices.
- Strong attention to detail and commitment to accuracy, quality and continuous improvement.
- Ability to think strategically while also executing tactically and managing day-to-day operational responsibilities.
- Proficiency with Microsoft Office applications, including Excel, PowerPoint and Word.
Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.
Skills Required
- Bachelor’s degree in a related field, advertising, marketing, business administration or management, or digital communications and media/multimedia
- At least five years of experience developing and executing CRM, lifecycle marketing, and customer engagement strategies
- Experience managing multi-channel marketing campaigns using CRM and marketing automation platforms
- Experience with platforms such as Salesforce Marketing Cloud, Adobe Campaign, Microsoft Dynamics 365, Oracle Eloqua, HubSpot, Braze, or similar
- Experience designing customer journeys, audience segmentation, and personalized marketing programs using consumer and behavioral data
- Strong analytical experience measuring campaign performance, interpreting customer insights, and optimizing engagement through testing
- Knowledge of CRM best practices, customer lifecycle management, marketing technology ecosystems, and data governance
- Experience collaborating with marketing, digital, analytics, information technology, operations, and business stakeholders
- Experience managing multiple concurrent projects, priorities, and deadlines
- Experience handling customer data in compliance with privacy regulations and organizational policies
- Healthcare privacy and HIPAA experience
- Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Word
- Strong communication, project management, analytical, organizational, and stakeholder collaboration skills
Wellstar Health System Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wellstar Health System and has not been reviewed or approved by Wellstar Health System.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, with multiple medical plan options plus dental and vision offerings. Mental health support is also described as accessible, including no-cost therapy and psychiatry through a dedicated benefit.
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Wellbeing & Lifestyle Benefits — Wellbeing support appears broad, including on-site fitness centers, wellness coaching, and wellness incentives tied to HSA contributions and preventive programs. Convenience-style perks are also highlighted, such as concierge services and resources for child, elder, and pet care.
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Retirement Support — Retirement benefits include a 403(b) plan with an employer match and potential additional employer-funded contributions based on hours worked. Vesting rules are described clearly enough to set expectations for longer-tenured employees.
Wellstar Health System Insights
What We Do
At Wellstar Health System, our mission is to enhance the health and well-being of every person we serve. Nationally ranked and locally recognized for our high-quality care, inclusive culture, and exceptional doctors and caregivers, Wellstar is one of the largest and one of the most integrated healthcare systems in Georgia. Our specialists and primary care providers work in a multi-disciplinary environment with nearly 25,000 diverse team members throughout our 11 hospitals, 300 medical offices, outpatient centers, health parks, a pediatric center, nursing centers, hospice, and home care. We’re proud to be home to one of the busiest Emergency Departments in the state, as well as being the only system in Georgia operating multiple trauma centers. At a time when our industry is changing rapidly, Wellstar remains committed to exceeding patients’, and team members’ expectations, while transforming healthcare delivery. We stand behind our values to serve with compassion, pursue excellence, and honor every voice.
