Campaign Manager, CRM & Lifecycle

About the role

The Digital CRM & Lifecycle team is looking for a Campaign Manager to own lifecycle campaign design from channel strategy through build. This role serves both patient and business audiences across email, SMS, and IVR. It is a hands-on strategic role: you define the campaign logic, and you carry it far enough into execution that the technical operations team can build it.

Responsibilities

• Own strategy and design of lifecycle campaigns across email, SMS, and IVR for patient and business (physician and referral source) audiences.
• Translate business, clinical, and patient goals into campaign architecture: segmentation logic, journey flows, triggers, channel cascade, and cadence, adapting tone and approach to the audience.
• Act as key contact for business stakeholders on assigned programs; understand program demand and shape requests into executable campaign designs.
• Manage day-to-day stakeholder communication: set realistic expectations on timelines and scope at intake, provide regular status updates through build and launch, and ensure stakeholders are never surprised by a delay, scope change, or performance result.
• Proactively communicate tradeoffs when requests exceed capacity or timelines; bring stakeholders options, not just constraints.
• Design suppression, frequency, and consent governance into every campaign from the start, not as a post-build check.
• Provide a strategic point of view on which campaigns should exist and how they connect across the audience journey, not just how to execute requests as received.
• Readily produce build-ready campaign specifications for the CRM Technical and Operations team: audience definitions, entry and exit criteria, data extension requirements, personalization logic, content requirements, and channel-level configuration details.
• Own the “ready for CRM” standard at the campaign level: no campaign enters the build queue without documented acceptance criteria, data needs, and dependencies.
• Partner with solutions architects during build to resolve specification questions, review configurations against intent, and keep campaigns on scope.
• Support UAT: define test cases tied to acceptance criteria, validate journey behavior, and sign off on campaign readiness before launch.
• Manage campaign timelines, priorities, and stakeholder expectations across concurrent programs; flag capacity and dependency risks early.
• Author technical BRDs that translate campaign strategy into documented requirements the build team can execute against: functional behavior, data logic, dynamic content rules, and compliance requirements.
• Write creative briefs for design and copywriting partners covering audience, objective, message hierarchy, channel constraints, and required compliance language.
• Manage the content development workflow across creative partners: review cycles, feedback consolidation, approvals, and versioning, so creative lands on time and within the agreed strategy.
• Perform light copywriting where appropriate: subject lines, preview text, SMS copy, and minor content revisions that keep campaigns moving without a full creative cycle.
• Apply AI tools in the creative and design workflow, such as drafting copy variants, accelerating brief development, and concepting, with human review for brand, accuracy, and compliance.
• Own audience strategy in Salesforce Data Cloud: define segments, evaluate data availability, and specify identity and attribute requirements for each campaign.
• Understand the data behind every campaign: source systems, data freshness, consent status, and known gaps; scope data requests early so late data needs do not stall builds.
• Ensure consent, suppression, and preference data are correctly applied in audience definitions and journey entry criteria.
• Define testing plans and success metrics before launch; every campaign carries a named outcome metric.
• Lead post-campaign analysis, including outcome review and optimization recommendations.
• Monitor ongoing performance of live journeys as measured by KPIs and supporting business metrics. Feed learnings back into campaign design standards and the intake process.

Requirements

• Bachelor’s degree required.
• 5 to 7 years of experience in CRM, lifecycle, or campaign strategy with direct ownership of journey design.
• Working fluency in Salesforce Marketing Cloud, including Journey Builder, Automation Studio, and Email Studio; able to write specifications a technical team can build from without translation.
• Hands-on segmentation experience, ideally with a CDP (Salesforce Data Cloud preferred); comfortable defining audience logic, data requirements, and entry criteria.
• Strong understanding of email and SMS compliance: consent management, suppression, deliverability, CAN-SPAM, TCPA.
• Experience working with technical delivery teams in an agile framework; able to write acceptance criteria, participate in UAT, and manage campaign scope through build.
• Experience defining and reporting on campaign success metrics; comfortable with performance data and optimization decisions.
• Strong stakeholder management skills: track record of setting and holding expectations with business partners, communicating status proactively, and navigating competing priorities without escalation.
• Experience writing BRDs or equivalent requirements documentation for technical delivery teams.
• Strong writing skills; able to draft creative briefs and perform light copywriting across email and SMS.
• Familiarity with AI tools for content and creative workflows, with sound judgment on where human review is required.
• Healthcare experience preferred.
• Experience across both consumer and B2B or professional audiences preferred; comfort designing campaigns for healthcare providers or referral channels is a plus.

How success is measured

• Assigned campaigns are delivered on time, on strategy, and in compliance across email, SMS, and IVR.
• Every campaign enters the build queue meeting the “ready for CRM” standard, with documented acceptance criteria, data needs, and dependencies.
• Stakeholders across patient and business audiences experience proactive, professional communication - no surprises on delays, scope changes, or performance results.
• Suppression, frequency, and consent governance are visibly built into campaign design from the start.
• Campaigns carry named outcome metrics, are measured post-launch, and learnings are fed back into campaign design standards.

Pay

$85,000.00 - $135,000.00/year.

Schedule

Up to 20% travel, variable nights/weekends.