Manager, Client Experience & Marketing Automation

Manager, Client Experience and Marketing Automation
Head Office role at 243 Consumers Road

The Manager, Client Experience and Marketing Automation will lead and optimize initiatives that focus on increasing engagement and value along our customer journey workflows and growing share of wallet through data-driven marketing initiatives. This role will play a key part in creating a scalable marketing automation strategy, optimizing key channels such as email and SMS and collaborating with stakeholders to drive customer engagement, retention, and revenue growth. You’ll work closely with members of our internal Marketing, Client Experience, IT, Clinic Operations and Administrative teams.

With extensive experience in Marketing Automation and Patient Journey management, you thrive on creating opportunities to improve engagement and patient satisfaction and believe in ensuring every touchpoint is the best it can be. With a keen interest in healthcare, the Manager, Client Experience and Marketing Automation will play a meaningful role in how we support our patients throughout their healthcare journey with Lifemark.

Key Responsibilities

• Design end-to-end customer journeys that drive engagement and retention from initial booking through to completion of treatment and post-discharge; and leverage key channels such as email, SMS, in-clinic, etc.
• Develop and implement a robust SMS, email and marketing automation strategy that serves numerous patient segments, builds on existing personalization and drives increased engagement and conversion
• Lead a broader marketing automation roadmap that builds on current success and continues to leverage our platform’s capabilities to support our commitment to providing best-in-class patient experience
• Provide leadership and direction to internal team member(s) as well as external vendors and contractors, as required, related to SMS, Marketing Automation and execution
• Create and manage ongoing mechanisms to audit and optimize email performance through A/B testing, segmentation, and data-driven insights
• Collaborate with cross-functional such as IT, Clinic Operations, Client Services, and others, as required, to design and implement enhancements to our digital client experience touchpoints
• Leverage and connect patient actions (e.g. in-clinic treatment, product purchase, patient portal, app activities) to maximize impact of our touchpoints and relevancy of messaging
• Plan and execute upsell, cross-sell, and reactivation campaigns to drive revenue growth and customer re-engagement.
• Manage the development, execution, and tracking of email, SMS and marketing automation
• Collaborate with our Analytics team to generate regular reports on campaign performance, customer journey metrics, and KPIs, providing insights for continuous improvement.
• Create and manage feedback mechanisms to regularly check-in with key business leaders and stakeholder groups to ensure initiatives are continuing to meet patient and business needs
• Understand intersects with other key marketing and client experience channels such as Google Business Profiles, NPS, in-clinic surveys and feedback, etc.
• Create all relevant and supporting documentation for the above such as training guides, workflow overviews, internal communications

Requirements

• Degree in Marketing, Business or relevant program.
• Minimum of 3 years experience in a similar role; experience in healthcare, wellness or multi-site organization is required
• Proficiency with marketing automation platforms such as Marketo, HubSpot, or Pardot (Marketo Certified Expert preferred).
• Demonstrated expertise in designing customer journeys for multiple segments, leveraging personalization, online and offline channels and in English and French.
• Experience with data analysis and reporting to refine strategies and maximize the effectiveness of marketing initiatives.
• Proven leadership and management of internal and external resources
• Exceptional project management skills, with experience managing multiple, cross-functional projects in a fast-paced environment.
• Strong problem-solving skills and the ability to translate data insights into actionable recommendations.
• Excellent communication and presentation skills, with the ability to engage and influence stakeholders across different functions.