Associate Director, Email/SMS and CRM #4886

Responsibilities:

• Expertise and ability to administer the following applications-  Pardot, Salesforce MarketingCloud, and Paubox.  Ability to offer strategic and tactical support to the Saleforce.com Administrator. Certification preferred. Technical expertise will be tested during the interview process.
• Responsible for executing all B2B customer, patient, and provider-based email and SMS campaigns in collaboration with Audience team marketers.
• Own product-oriented patient and provider transactional email journeys
• Experience with demonstrated success across marketing automation platforms, including lead scoring based on audience behaviors. The ideal candidate must be results-focused.
• Strategic problem solver with the nuanced ability to develop and manage tactical execution plans that keep the customer at the center, drive higher engagement with prospects and customers, and deliver on key objectives.
• Able to analyze email program performance metrics and optimize across all email metrics, including deliverability, opens, click-to-open, CTRs, opt-out rates, and conversions. This includes building out weekly and monthly reports.
• Create and deploy different types of email journeys for Marketing as well as other business teams, including Customer Experience, Sales, Finance, and Medical Affairs teams.
• Create UTM links following standard naming conventions to ensure tracking and analytics best practices.
• Project management skills, including planning projects, maintaining prioritization, and managing deadlines
• Ensure email templates perform across device types, platforms, and modes, and are optimized in accordance with email best practices and GRAIL compliance.
• Serves as a digital stakeholder working with IT and CRM workflows. Must understand Salesforce Sales Cloud and be able to create reporting as well as advocate for best practices with lead tracking and conversion to best measure marketing campaigns, what works, and what does not.
• Partner with the Web and Sales Operations team to build out attribution models across the various marketing channels and audiences

Required Qualifications:

• 12+ years in an email management role serving B2B and B2C audiences using Salesforce tools, including Marketing Cloud Account Engagement (aka Pardot), Marketing Cloud, and NEXT.
• 5 years of experience managing a team (this role is both a coach and a player). Must be comfortable rolling up your sleeves.
• Bachelor’s Degree (Master's preferred).
• 5 years of experience in healthcare marketing, including pharma, med device, life sciences, or provider/health systems.
• Strong verbal and written communication skills, including storytelling using data.
• Deep experience in lead scoring based on audience behaviors.
• A keen attention to detail with an orientation toward being a brand steward.
• Strong data analysis skills. Experience devising and executing A/B testing and improving email performance over time that aligns with our KPIs.
• Strong understanding of data privacy surrounding email compliance including CAN-SPAM, GDPR, and TCPA.
• Own all compliance and data governance as it pertains to Email/SMS activities and associated platforms.
• Share successful emails that they deployed and discuss what made them successful.
• Proficiency with basic HTML/CSS editing and email performance tools such as Litmus.
• Demonstrated the ability to collaborate and work cross-functionally to drive results in a heavily matrixed, fast-paced environment.
• A self-starter who can lead and run projects end-to-end and drive results while frequently aligning with partners.
• Required ability to serve as a liaison between internal business and technical teams in ensuring that business requirements can be satisfied by available processes and resources.
• Experience documenting complicated processes and using applications like Veeva to ensure compliance and training across the organization.

Preferred Qualifications:

A range of experience from startups to large brand email experience.
Experience with an aspirational/emotional business where email content was a big part of driving revenue and brand adoption is also ideal.
Health Cloud experience is nice to have.
Familiarity with Mac and G-Suite is useful.
Experience with Salesforce Next is desired.
Experience with ABM best practices.
Proficient with Tableau (not a must, but is used in the role).
Experience with Asana and JIRA is helpful but can be learned.
Global and multi-product experience is helpful.
Experience using AI to drive efficiency is desired.

Physical Demands & Working Environment:

Hours and days may vary depending on operational needs.
Working with dry ice may be necessary.
Standing or sitting for long periods of time may be necessary.
May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
Repetitive manual pipetting may be necessary.
Some lifting (up to 25 pounds) may be necessary.
Ability to travel as required.