Senior CRM Strategist

JOB SUMMARY

This role is responsible for supporting the execution of member activation and engagement initiatives across products and solutions, with a particular focus on the clinical side of the business. As part of the Customer Relationship Management (CRM) team, this individual will contribute to developing a center of excellence for creating and managing profitable customer relationships and experiences. Key responsibilities include developing end-to-end strategies that will help with managing relationships with clinical partners, identifying C2V savings, overseeing wellness programs, addressing diagnosis and care gaps, and promoting member health through education and preventative steps.

Preferred experience as a clinician or in a clinical setting.

This role can be hybrid or remote. If you live with 50 miles of an office you are required to be onsite 3 days a week (T,W,Th). Outside of 50 miles will be remote.

ESSENTIAL RESPONSIBILITIES

• Serve as a marketing resource for the aligned business area, ensuring marketing strategies support business objectives and member engagement goals.

• Campaign & Channel Support: Support the execution of marketing campaigns (e.g., email, direct mail, mobile app, etc.) using CRM tools, targeting specific cohorts with relevant messaging.

• Customer Segmentation & Targeting: Utilize customer data and insights based on demographics, behavior, and preferences to personalize marketing efforts.

• Testing and Optimization: Perform A/B testing, multi-variant testing, and post-campaign analysis to optimize campaign performance.

• Collaboration: Work cross-functionally with teams (e.g. Business Areas, Marketing, Product, Data and Operations) to deliver compelling, personalized customer journeys.

• Reporting & Analysis: Assist in utilizing analytics dashboards (Tableau, MCI) to conduct regular post-campaign analysis, track performance and report out to aligned business leaders.

• Other duties as assigned or requested.

EXPERIENCE

Required

• 5 years of experience in marketing strategy, campaign management, and CRM marketing.

• 3 years of experience in the design and execution of customer journeys across email, SMS, mobile apps, and web channels.

• 3 years of experience with campaign reporting, data analytics, and AI-driven marketing strategies to drive continuous optimization.

Preferred

• 3 years experience in marketing initiatives within a matrixed environment.

• 3 years experience in healthcare, insurance, or wellness industries.

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SKILLS

• Understanding of digital marketing principles, including segmentation, targeting, tracking, and analytics.

• Experience in email and mobile marketing and CRM management.

• Familiarity with CRM systems and technologies.

• Basic understanding of marketing technology, data strategy, and customer experience best practices.

• Familiarity with campaign performance measurement and optimization.

• Analytical skills with the ability to translate data insights into actionable strategies.

• Excellent communication and collaboration skills to work effectively with cross-functional teams.

• Ability to manage multiple priorities and contribute to large-scale transformation initiatives.

• Familiarity with regulatory requirements and best practices in data privacy and permission-based marketing.

EDUCATION

Required

• Bachelor’s Degree in Marketing, Business, or related field or relevant experience and/or education as determined by the company in lieu of a Bachelor’s Degree.

Preferred

• Master's degree in Marketing, Business, or related field

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

Language (Other than English):

• None

Travel Required:

• None

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

• Office-Based or Remote Position

Physical work site required

• Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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