Senior Manager, CRM & Email Marketing

Emory Healthcare•Tucker, GA

8d•Hybrid

About The Position

We are seeking an experienced Senior Manager, CRM & Email Marketing Lead to drive Emory Healthcare's enterprise-wide email, SMS, and marketing automation strategy. Serving as the business owner of Salesforce Marketing Cloud (SFMC), this role ensures marketing campaigns are executed with precision, creativity, and regulatory compliance to improve patient engagement, appointment leads, and overall healthcare outcomes. The Senior Manager will lead a team of marketing automation specialists, analysts, and project managers while partnering cross-functionally to deliver impactful, data-driven digital communications programs.

Requirements

Minimum of 8 years of marketing experience with a strong focus on email, SMS, and marketing automation, including at least 3 years of people management experience
Salesforce Marketing Cloud Email Specialist (required); advanced SFMC certifications preferred
Demonstrated success building and coaching high-performing marketing or digital communications teams
Strong expertise in Salesforce Marketing Cloud and related marketing automation tools
Proven track record of data-driven marketing, personalization, journey orchestration, and campaign automation
Deep understanding of HIPAA-compliant communications, CAN-SPAM, TCPA, and privacy regulations
Strong project management skills, including oversight of budgets, vendors, and multi-stakeholder initiatives
Excellent communication, presentation, and cross-functional collaboration skills

Nice To Haves

Master's degree in marketing, communications, business, or related field
Experience working within large, regulated healthcare or enterprise environments
Advanced Salesforce Marketing Cloud certifications beyond Email Specialist

Responsibilities

Team Leadership & Development: Lead, mentor, and inspire the Email Marketing team, establishing clear goals and fostering a collaborative, high-performance culture
Support ongoing professional development and ensure accountability for performance and quality standards
Strategic Direction: Set the vision and direction for enterprise marketing automation strategy, aligning campaigns with organizational priorities for patient acquisition, retention, engagement, and health outcomes
Encourage experimentation, personalization strategies, and adoption of marketing best practices to keep digital engagement programs modern and effective
SFMC Ownership: Serve as business owner of Salesforce Marketing Cloud, guiding the team in managing journeys, automations, segmentation, and platform enhancements
Ensure platform capabilities are fully leveraged to support personalization and scalable campaign execution
Compliance & Governance: Ensure all email, SMS, and automation activities comply with HIPAA, CAN-SPAM, TCPA, and patient preference regulations
Partner closely with Legal, Compliance, and IT to maintain governance and mitigate risk
Cross-Functional Collaboration: Partner with clinical service lines, marketing, digital, and analytics leaders to deliver integrated campaigns that support patient education, appointment scheduling, and service line growth
Performance Management: Lead KPI tracking and performance analysis, including open rates, click-through rates, conversions, list growth, and opt-in/opt-out metrics
Apply insights to continuously optimize campaign performance and user experience
Vendor & Budget Oversight: Manage vendor relationships, contracts, and budgets related to email, SMS, and marketing automation tools and services
Issue Resolution: Oversee resolution of escalated patient or employee issues related to campaigns, ensuring timely, empathetic, and compliant responses
Additional Duties as Assigned