CRM Email Campaign Operations Manager - Pharma

This is a 12-month contract role with a hybrid schedule (onsite 3 days/week in Mettawa, IL) and a 40-hour workweek.

About the Role

The HCP CRM Campaign Operations Project Manager is responsible for managing and optimizing Healthcare Professional (HCP) CRM marketing programs from planning through execution. This role partners with internal stakeholders, brand teams, and agency partners to ensure the successful delivery of email and CRM campaigns while maintaining compliance, operational excellence, and high-quality customer experiences. The ideal candidate has experience within a pharmaceutical marketing agency environment, excels at client relationship management, and leverages campaign data to generate strategic insights and drive continuous improvement.

Responsibilities

• Manage end-to-end execution of medium to highly complex HCP CRM and email marketing campaigns, ensuring flawless delivery, compliance, and adherence to timelines.
• Develop and maintain project plans, timelines, status reports, meeting agendas, and campaign documentation.
• Coordinate with brand teams, agency partners, marketing stakeholders, and cross-functional teams to align requirements and ensure successful campaign execution.
• Build expertise across assigned therapeutic areas and support business objectives through effective CRM marketing strategies.
• Monitor campaign performance and analyze data to identify trends, opportunities, risks, and optimization recommendations.
• Translate campaign insights into strategic recommendations that improve engagement and program effectiveness.
• Facilitate project status meetings and provide proactive communication regarding project progress, risks, dependencies, and issue resolution.
• Create and maintain process documentation, workflow guides, approval processes, metadata requirements, and campaign execution standards.
• Partner with stakeholders to capture business requirements, manage approvals, and ensure data accuracy for campaign deployment.
• Manage change requests, assess timeline impacts, and communicate updates to key stakeholders.
• Lead efforts to improve operational efficiency through process standardization, automation, and continuous improvement initiatives.
• Conduct campaign audits, track service level agreements, and prepare performance summaries and business reviews.
• Identify root causes of operational challenges and recommend corrective actions to improve campaign execution and team effectiveness.
• Foster strong working relationships with internal teams and external partners while delivering exceptional client service and communication.

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data, including medical data. This position requires close collaboration with other individuals in a team environment. Additionally, drug products may be present in the workplace.

Requirements

• Proven CRM and email marketing experience within a pharmaceutical agency environment, including familiarity with medical, legal, and regulatory review processes and systems.
• Experience with tools such as Veeva PromoMats and Marketo is preferred.
• Experience supporting pharmaceutical or healthcare clients through agencies such as Merkle, Digitas, Leo Burnett, or similar organizations.
• Strong process documentation and operational management skills, including creating and maintaining workflows, SOPs, project documentation, and process guides using OneNote, PowerPoint, Smartsheet, or similar tools.
• Excellent account and client management skills with the ability to communicate effectively, present recommendations, and manage stakeholder expectations across cross-functional teams.
• Strong analytical capabilities with a high attention to detail and the ability to interpret campaign data, identify trends, and provide actionable recommendations to improve performance.

Qualifications

• Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent professional experience.
• 3-5 years of experience in CRM, database marketing, email marketing, digital marketing, direct marketing, or one-to-one customer engagement programs.
• Minimum 3 years of experience in account management, client services, project management, or campaign operations.
• Experience managing multiple projects simultaneously in a fast-paced environment.
• Strong knowledge of Microsoft Office applications, including Excel, PowerPoint, Word, and Outlook.
• Experience working with agency partners, cross-functional teams, and marketing stakeholders.
• Demonstrated ability to identify process improvements, standardization opportunities, and operational efficiencies.
• Strong written, verbal, organizational, and presentation skills.

Schedule

• Hybrid (onsite 3 days/week in Mettawa, IL)
• 40 hours/week
• 12-month contract