Vice President, Customer Relationship Management

4 weeks ago


Chicago, Illinois, United States Aspen Dental Full time
Job Title: Vice President, CRM

The Aspen Group (TAG) is a leading retail healthcare business support organization, serving over 16,000 healthcare professionals and team members across 46 states. Our mission is to deliver high-quality consumer healthcare experiences at scale, partnering with independent practice owners and clinicians to drive growth and success.

As the Vice President of CRM, you will play a pivotal role in shaping and executing a unified CRM strategy for our entire dental category. This executive position requires a strong leader who can drive the CRM vision, strategy, and implementation across both Aspen Dental and ClearChoice, ensuring customer engagement, retention, and revenue growth.

Key Responsibilities:
  • Define 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.
  • 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.
  • Optimize CRM channel performance, including email and SMS marketing, to drive appointments and top-line revenue, as well as channel efficiency.
  • Measure activities against KPIs to determine the success of CRM initiatives, including standard KPI dashboards and ad hoc and testing results.
Requirements:
  • 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 CDP tools, including marketing automation platforms and relational databases (e.g., Salesforce, Segment, Snowflake, etc.). Salesforce Marketing Cloud experience 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.

Salary: $200,000 - $300,000 + bonus opportunity.



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