NHS Human Services, Inc.

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary:

• The Associate Director of Digital Programs works across the digital, analytics, data, and technology teams to provide strategic partnership and/or oversight to campaigns, website, mobile app, CRM, email, marketing automation and other organic digital properties to drive a holistic solution that meets patient experience goals. This individual is critical in supporting the team's internal clients – acting as a strategic partner, they will be engaged from design to delivery, and through sustainment of digital programs to drive customer engagement via technology, infrastructure, and insights. Working to connect the dots across all of Marketing Technology's functional and technical teams, they will lead and coordinate digital and CRM projects to ensure that key objectives are met and digital channels are optimized. This individual will report to the Corporate Director of Marketing Technology and Analytics.Penn Medicine's Customer Analytics and Marketing Technology Solutions Team works to develop data-driven insights, and advise on, create, and maintain integrated experiences built on leading edge technologies. Partnering with our Digital and Marketing Strategy functions, we provide a vast array of skills and work collaboratively to enable best-in-class patient and provider experiences. The Associate Director of Digital Programs works across the digital, analytics, data, and technology teams to provide strategic partnership and/ or oversight to campaigns, website, mobile app, CRM, email, marketing automation and other organic digital properties to drive a holistic solution that meets patients experience goals. This individual is critical in supporting the team's internal clients – acting as a strategic partner, he or she will be engaged from design to delivery, and through sustainment of digital programs to drive customer engagement via technology, infrastructure, and insights. Working to connect the dots across all of Marketing Technology's functional and technical teams, he or she will lead and coordinate digital and CRM projects to ensure that key objectives are met, and digital channels are optimized. This individual will report to the Corporate Director of Marketing Technology and Analytics.

Responsibilities:

• MARKETING DIGITAL PROGRAM MANAGEMENT - Provide hands-on, consultative and program management support to optimize delivery of complex digital campaigns and programs which require cross-functional support from analytics, technology, and data teams and/or outside vendors. Create and own work plans according to annual strategic priorities to support execution and sustainment of digital programs; ensure all project elements are implemented according to objectives, specifications, on schedule and on budget. Utilize analytics dashboards from Customer Analytics team to provide advanced marketing insights, reports for digital customer experiences, and proactive recommendations to support the success of digital programs and influence marketing decisions. Develop segmentation strategies based on quantitative insights to create more personalized customer experiences.

• Act as the point-person for digital program implementation process; analyze and refine performance of a variety of tactics in the marketing mix to create process improvement recommendations; monitor progress of marketing automation and other digital programs/campaigns, optimize systems for lead management and quality assurance, and track KPIs. Provide expert advice to internal clients to ensure understanding and appreciation of best practice for platform/website usage and development liaise with technology team as they advise, build, and maintain core customer experience platforms and web properties to best satisfy client needs. Actively partner with Senior Director of Marketing Technology and Analytics to advance strategic priorities and shape patient and provider experiences.

• MARKETING CRM and MARKETING AUTOMATION PROGRAM MANAGEMENT - Lead the promotion of CRM/PRM best practices champion and drive through necessary platform changes by ensuring full buy-in from all business partners and key stakeholders. Partner with CRM/PRM administrator(s) to manage platform performance and optimization. Oversee CRM/PRM work plan for optimization and growth (200+ end-user platform with 5 distinct modules). Oversee managers and individual contributors within the Platforms group provide guidance for delivery of critical projects to ensure quality standards are consistently met and business partners are supported optimally.

• STAFF MANAGEMENT - Manage at least 4 direct reports within the Digital and CRM group foster the development of junior staff and guide their delivery and mastery of data analysis, reports, dashboards, and data visualization. Build, onboard, operationalize, and coach analysts, cultivating exemplary employee engagement and providing support for their professional development.

• PROFESSIONAL DEVELOPMENT- Stay abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource. Maintain skill levels in technology tools required to perform job requirements. Propose new methods for utilizing marketing technology platforms, incorporating best practices from high performing organizations and staying current on the competitive health care landscape.

• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

• Other duties as assigned to support the unit, department, entity, and health system organization

Education or Equivalent Experience:

• Bachelor's degree. (Required)

• 10+ years of experience working in a related field. (Required)

• 3+ years of management experience (direct or indirect). (Required)

• Master's degree. (Preferred)

• Previous experience in a health care organization. (Preferred)

Skills/Abilities:

• Strong organizational skills with ability to plan and execute multiple complex projects while resourcefully managing risks and communicating across stakeholders

• Ability to learn new systems quickly

• Strong critical thinking, analytic and problem-solving skills

• Strong written and oral communication skills, with ability to establish credibility as a strategic thought partner

• Self-motivated and disciplined with the ability to define and achieve objectives with limited oversight if needed

• Demonstrated ability to capitalize on data and technology to fulfill organizational goals

• Advanced knowledge of Microsoft Office (including Excel, Word and PowerPoint)

• Advanced experience with SQL and/or other relational database management systems; including ability to query large datasets, clean and transform data, and understand data relationships

• Experience utilizing marketing campaign insights to drive campaign optimization and overall improvement in the digital experience – this may include experience with Google Analytics or other campaign datasets and/or BI Tools

• Knowledge of Marketing Technologies & Emerging Platforms (such as CRM, new digital channels, etc.)

• Experience in direct and digital marketing - background in campaign implementation and related strategies

• Advanced experience in managing vendors to align with marketing strategic goals

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER: 225677