Aspen Dental CRM Director

1 week ago

Chicago, Illinois, United States Aspen Dental Full time

The Aspen Group, one of the largest and most trusted retail healthcare business support organizations in the U.S., is seeking a highly experienced Vice President to lead its CRM efforts for Aspen Dental and ClearChoice. The successful candidate will be responsible for developing and executing a comprehensive CRM strategy that drives customer engagement, retention, and revenue growth across both brands.

Job Overview

As the Vice President of CRM, you will play a critical role in shaping the future of our CRM initiatives. You will oversee the development of cross-channel contact strategies, customer segmentation, direct marketing campaign development and execution, and lead a high-performing team to achieve exceptional customer experiences and drive new patient appointments, treatment plan acceptance, and overall revenue growth.

Responsibilities:
  • Develop and execute a comprehensive CRM strategy for Aspen Dental and ClearChoice, aligning with the broader business objectives and marketing strategies of both brands.
  • Create and implement innovative CRM initiatives to drive engagement, retention, and revenue across the entire dental category.
  • Develop and manage CRM strategies that align with the overall brand and marketing strategy, orchestrating the right messages at the right time to the right audience to drive customer engagement and revenue through our direct-to-consumer channels.
  • Design and refine customer journey maps for both brands, ensuring that every touchpoint is strategically crafted to maximize customer acquisition, experience, and lifetime value.
  • Develop and execute a rigorous testing agenda to optimize content and channel performance, leveraging iterative testing, data analysis, and continuous learning and improvement to allow for rapid test and learn capabilities and quick pivots as needed.
  • Optimize CRM channel performance, including email and SMS marketing, to drive appointments and top-line revenue as well as channel efficiency.
  • Measure activities against key performance indicators (KPIs) to determine the success of CRM initiatives, including standard KPI dashboards as well as ad-hoc and testing results.
Requirements

To be successful in this role, you will need:

  • Bachelor's degree in Marketing, Business, or a related field; MBA is a plus.
  • 15+ years of progressive and broad experience in CRM marketing, including cross-channel contact strategy, customer segmentation, direct marketing campaign development and execution.
  • 7+ years of experience leading multi-functional teams.
  • Broad knowledge of CRM and Customer Data Platform (CDP) tools, including marketing automation platforms and relational databases (e.g., Salesforce, Segment, Snowflake, etc.). Salesforce Marketing Cloud experience is required.
  • Experience designing and deploying a comprehensive, cross-channel CRM program (retention-focused), utilizing a variety of messages/content, incentives, and engagement best practices to establish and enhance conversion and CLTV over time.
  • Deep customer journey/lifecycle marketing expertise, including segmentation, personalization, and customer journey management at scale.
  • Excellent leadership and communication skills, with the ability to collaborate effectively with cross-functional teams.
What We Offer

We offer a competitive salary range of $200,000 - $300,000 per year, plus bonus opportunity. If you are an applicant residing in California, please view our privacy policy here: https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees.

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