CRM Analyst

Silver Spring, Maryland-Silver Spring
Sep 10, 2021
Oct 15, 2021
Full Time
As a member of the marketing team, the CRM analyst uses and refines CRM tools to drive patient and provider engagement and choice. Plays a lead role in implementing a Healthgrades/Salesforce Marketing Cloud CRM system at Children's National Hospital. The CRM analyst uses this technology to manage dynamic, personalized, and well-targeted marketing campaigns that meet the organization's strategic goals.

Specifically, the CRM analyst gathers business requirements and develop technical solutions that address organizational requirements. Assesses requests, document and build enhancements to the customer journey, segment the database for optimal results, acquire outside data (as needed), test the user experience, and activate deployment. Constructs A/B testing as appropriate, monitor/optimize campaign performance and report results.
Working closely with the marketing and digital strategy teams, the Analyst is involved from initial campaign planning through final implementation, and will interface with finance, business development, IT and clinical operations to ensure effective, meaningful, measurable campaigns.

Must possess a strong background in healthcare marketing and Salesforce Marketing solutions and a combination of technical, project management, and marketing expertise.


Minimum Education
Bachelor's Degree marketing, digital marketing technology or a equivalent experience (Required)

Minimum Work Experience
3 years related experience (Required)

Required Skills/Knowledge
2+ years' experience in Salesforce configuration and implementing digital marketing systems
2+ years' experience with email marketing
Healthgrades CRM experience preferred
Experience with database management and business processes and logic in technologies such as Google Data Studio, Healthgrades, Tableau and/or other technology platforms
Experience with Sitecore platform and integrations preferred
Strong communication, listening and training skills
Proven analytic and problem-solving skills
Ability to manage a marketing campaign to ensure top value and performance
Knowledge of email best practices and an interest in email marketing and reporting innovation.
Understanding of email marketing performance metrics and audience segmentation best practices
Strong organizational skills with ability to prioritize effectively and manage priorities to deliver and drive results

Functional Accountabilities
Strategy Development
  • Demonstrates creativity and analytical thinking in a problem-solving environment demonstrating teamwork, innovation, and excellence.
Planning & Process Development
  • Develops operations documentation and operational strategy for systems.
  • Trains the MarComm Team on new processes, create documentation and usage guides.
  • Creates assessment of campaign results for continuous improvement processes.
  • Streamlines processes and procedures to improve the release of product builds.
Technical design and support
  • Supports Marcomm CRM solutions and related platforms as needed.
  • Develops in-depth knowledge of CRM solutions and keep up to date on new releases and functionality.
  • Ensures data integrity, cleanliness, and consistency across databases.
Campaign Execution and Testing
  • Creates layouts, customer journeys, workflows, and templates to simplify the CRM process.
  • Optimizes campaigns using A/B tests and other methods to deliver best results.
Measurement and Reporting
  • Develops reports on results of marketing campaigns executed via CRM.
  • Develops and manages dashboards based on key performance metrics.

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification
  • Anticipate and responds to customer needs; follows up until needs are met

  • Demonstrate collaborative and respectful behavior
  • Partner with all team members to achieve goals
  • Receptive to others' ideas and opinions

Performance Improvement/Problem-solving
  • Contribute to a positive work environment
  • Demonstrate flexibility and willingness to change
  • Identify opportunities to improve clinical and administrative processes
  • Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility
  • Use resources efficiently
  • Search for less costly ways of doing things

  • Speak up when team members appear to exhibit unsafe behavior or performance
  • Continuously validate and verify information needed for decision making or documentation
  • Stop in the face of uncertainty and takes time to resolve the situation
  • Demonstrate accurate, clear and timely verbal and written communication
  • Actively promote safety for patients, families, visitors and co-workers
  • Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

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