Job Description

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as Sr Manager, CRM.

TAG is seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy for the ClearChoice Dental brand. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across multiple channels. This role requires a strategic thinker with a deep understanding of customer data, behavior analysis, loyalty program strategy, and marketing automation tools with the express purpose of improving customer KPIs. Partner with Product Marketing to build optimal customer experiences and inform requirements for marketing system applications.

Responsibilities and Duties:

Develop and implement comprehensive CRM strategies focused on personalization and customer engagement, aiming to maximize customer lifetime value.

• Lead the planning and execution of targeted marketing campaigns and journeys based on customer segmentation, behavior analysis, and predictive modeling.
• Utilize advanced analytics to understand customer needs and preferences, tailoring contact strategies across email, social media, mobile, and other digital channels.
• Collaborate with cross-functional teams, including marketing, sales, and IT, to integrate CRM strategies with broader business objectives.
• Monitor and evaluate the effectiveness of CRM initiatives, adjusting strategies based on performance data and market trends.
• Stay abreast of the latest technologies and trends in CRM, personalization, and customer engagement, recommending improvements and innovations.
• Work with the team to foster a culture of excellence, innovation, and continuous improvement.
• Manage vendor relationships, ensuring the selection of the best tools, technologies, and services to support CRM objectives.
• Prepare and manage the CRM budget, ensuring efficient allocation of resources and maximization of ROI.
• Advanced relational marketing database knowledge, proficiency with direct marketing principles, database marketing, customer contact strategy and system and the design implementation of CRM, loyalty and referral programs
• Entrepreneurial and nimble, takes ownership and drives forward amidst ambiguity while also building relationships and alignment cross-functionally with internal partners
• Strong communication skills, ability to effectively communicate technical concepts to non-technical audiences

Skills Required:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Minimum of 7 years of experience in CRM, with a proven track record of developing and implementing successful personalization and contact strategies.
• Analytical and creative; you see connections between your work holistically across the business and find creative ways of approaching problems with expertise in customer data analysis, segmentation, and predictive modeling.
• Experience with CRM software and marketing automation tools, with a deep understanding of their capabilities and limitations.
• Exceptional leadership skills, with experience managing cross-functional projects.
• Excellent communication and collaboration skills, with the ability to work effectively with stakeholders at all levels.
• Up-to-date knowledge of CRM best practices, trends, and technologies.
• Demonstrated ability to manage budgets, measure ROI, and make data-driven decisions.
• Creative problem-solving skills, with a passion for innovation and continuous improvement.
• Strong communications skills: you know how to translate complex data into easy to understand, actionable insights.
• Nimble problem solver able to tackle heart-of-the-business strategic questions, develop informed strategies, communicate them effectively, and drive alignment in a fast-paced environment.
• Appetite and capacity to build a new muscle from the ground up, establishing the processes, deliverables, cross-functional relationships from a blank page.
• Retail experience is preferred, showcasing your familiarity with the industry's unique challenges and opportunities.

This job description provides a general overview of the purpose of the position. While specific duties and responsibilities may evolve, the general objective remains the same: to create personalized customer experiences and develop contact strategies that engage customers across multiple channels and provide strategic guidance to our business.

Additional Job Description

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• Salary: Annual pay range: $145,000 - $155,000, plus bonus/incentives
• A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match

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