Director, CRM Operations

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 Director, CRM Operations & Martech.

Position Overview
Reporting to the VP of CRM, the Director, CRM Operations will lead the
vision, strategy, and roadmap
for CRM, CDP, and marketing automation platforms. This role will drive innovation in personalization and customer engagement, building scalable, data-driven journeys that deliver both immediate business impact and long-term value.

This role will also optimize and streamline our digital marketing processes, technology, and data-driven initiatives. This role is responsible for ensuring the efficiency of campaign execution, enhancing marketing technology stack capabilities, and driving data integrity and compliance. The ideal candidate is process-driven, analytical, and experienced in managing marketing automation, operations, and cross-functional collaboration.

Partnering with cross-functional teams, this leader will shape the future of how we connect with customers across the entire experience — transforming data into meaningful engagement at scale.

Key Responsibilities
Product Strategy & Ownership

• Define and communicate the personalization vision, strategy, priorities, and KPIs
• Lead CRM and personalized campaign execution with cross-functiona
• Evaluate and integrate Martech platforms to scale customer engagement.
• Deliver top activation use cases such as advanced segmentation, lead enrichment, and journey orchestration.

Strategic & Analytical Leadership

• Link tactical execution to enterprise business strategies.
• Use data to measure performance, optimize campaigns, and drive improvements.
• Identify problems, create scalable solutions, and optimize operational processes.
• Champion continuous improvement and stay ahead of industry trends.

Customer Journey & Personalization

• Translate journey insights into digital tools that improve targeting, relevance, and conversion.
• Leverage AI, customer profiling, and computed traits to enrich CRM/CDP models and boost ROI.
• Deliver personalized use cases like real-time content, contractor training, and behavioral tracking.
• Manage relationships with external vendors and agencies supporting digital marketing efforts
• Background in customer journey mapping or omni-channel orchestration

Data Activation & Optimization

• Drive adoption of a unified customer profile across all touchpoints (Web, Call Center, CRM, Email, AZEKNow, etc.)
• Oversee platform implementation and evolution.
• Monitor KPIs including conversion, lead quality, campaign performance, and engagement across channels.

Leadership & Collaboration

• Lead cross-functional teams in a matrixed environment to deliver measurable outcomes.
• Build strong partnerships across marketing, product, IT, and analytics.
• Foster a culture of innovation, agility, and customer-centricity.
• Compliance & Best Practices
• Ensure marketing campaigns comply with data privacy laws and industry regulations.
• Maintain deliverability best practices for email and messaging platforms
• Stay up to date on digital marketing trends and best practices, ensuring the team remains innovative and competitive
• Act as the key liaison between marketing, IT, analytics, and product teams to ensure alignment on business objectives.
• Work CRM Channel teams with creative, content, and digital teams to streamline asset creation and campaign execution.
• Partner with sales and customer support teams to align marketing initiatives with customer needs.

Qualifications

• 10+ years in digital product management with deep expertise in CRM, CDP, or Martech platforms
• Hands-on experience with Salesforce, CDPs (Datacloud preferred), and automation tools
• Proven track record driving personalization, segmentation, and data-driven marketing at scale
• Knowledge of data privacy, consent management, and compliance (GDPR, CCPA, HIPAA)
• Strong ability to turn technical architecture and customer insights into scalable business solutions.
• Demonstrated success leading cross-functional teams and delivering measurable results.
• Entrepreneurial mindset with strong problem-solving and innovation skills
• Excellent analytical, communication, and collaboration skills

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• Salary: Annual pay range: $150,000 - $180,000, 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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