CRM Specialist

Information Technology
in Orlando
, FL
Reference: 19-01702

General Summary:

The Customer Relationship Management (CRM) Specialist uses digital platform tools to manage direct consumer list fulfillment, response tracking, reporting, and analytics to support direct campaign improvements central to the department’s short- and long-term goals. Consult with marketing personnel to manage cross-functional team activities, generate and distribute lead reports, propose solutions, and communicate patient conversions and sales recaps. Regularly operate under deadlines and may be subject to extreme workloads. Actively participate in outstanding customer service and accept responsibility in maintaining relationships that are equally respectful to all.

Knowledge and Skills Required:

  • Ability to work well with others using tact and diplomacy
  • Ability to multi-task and take direction in a matrix work environment
  • Self-starter with strong organizational skills
  • Excellent oral and written communication skills
  • Proficient in overall computer skills, including Microsoft Excel and Outlook
  • Ability to prioritize, analyze, work independently, and complete tasks with tenacity and attention to detail
  • Ability to interact with a variety of individuals and departments to gather information
  • Ability to collaborate, communicate, present, and demonstrate value across disciplines and groups
  • Knowledge of reporting tools, including hands-on experience with Salesforce, MS Access, Oracle, or comparable database management tools

Knowledge and Skills Preferred:

  • Proficient in Microsoft Access
  • Familiarity with Customer Relationship Management (CRM) and industry applications

Education and Experience Required:

  • Bachelor’s degree in Information Technology, Marketing, Communications, or related field, OR three years of equivalent experience in healthcare
  • Customer Relationship Management (CRM), direct response marketing programs, market data research, or analysis with an emphasis in healthcare or business applications

Education and Experience Preferred:

  • Database marketing and analysis

Principal Duties and Responsibilities:

  • Manage development and delivery of analytic reports, key performance metrics, and success criteria for digital marketing initiatives and activities across all digital marketing channels
  • Consult with consumer team members to provide segmented, targeted mailing lists for greater campaign efficiency and effectiveness
  • Monitor direct marketing responses, supports Assistant Director with marketing business intelligence dashboards to ensure marketing teams and leadership are up to date on campaign performance
  • Maintain marketing lists, leads, and results in CRM database for ROI analyses and historical reporting
  • Communicate channel performance, relevant consumer insights, competitive developments, industry findings, and trends and provide recommendations for consumer acquisition and retention opportunities
  • Provide administrative support of digital platform framework including custom reporting, user updates, and system configuration