Manager, CRM Marketing

Position Summary

Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes. As the Manager, CRM Marketing, you will play a critical role in supporting our Oak Street Health patients, providers and business by designing and execution data-driven, journey-based marketing campaigns. Reporting to the Senior Manager, you will be the primary strategist for Email and SMS channels, focused on moving prospects through the funnel to appointment scheduling and completion. You are a collaborative executor who thrives on partnering with Paid Media, Central Sales, and Creative teams to build high-converting, omnichannel experiences.

Core Responsibilities

• Campaign Strategy & Development: Own the strategy and tactical roadmap for automated journeys that leverage email, SMS, and direct mail. Design content-driven marketing campaigns that promote Oak Street Health's service value proposition and align with prospect lifecycle and healthcare milestones.
• Full-Funnel Conversion: Architect campaigns specifically aimed at driving new appointment volume, reducing "no-show" rates, and ensuring successful appointment completion through timely digital nudges.
• Cross-Functional Orchestration: Partner with internal teams such as Performance marketing, Central Sales, and other CRM team members on new campaign opportunities and optimization of existing campaigns.
• Content & Creative Collaboration: Partner with Creative team to develop compelling new content and visual assets, as well as create high-performing copy and clear Calls to Action (CTAs) that increase engagement.
• Data-Driven Targeting: Use patient personas and behavioral data to build highly segmented audiences. Ensure that every message is relevant to the recipient's specific stage in the healthcare journey.
• A/B Testing & Optimization: Lead the execution of a continuous testing framework. Test subject lines, SMS timing, CTA buttons, and landing page layouts to incrementally improve conversion rates.
• Campaign Analysis & Insights: Monitor daily campaign health and conversion data. Prepare weekly reports that highlight performance "wins" and identify opportunities for tactical shifts to hit appointment targets.
• HIPAA & Privacy Compliance: Ensure all digital communications are strictly compliant with HIPAA, TCPA (for SMS), and CAN-SPAM regulations.

Required Qualifications

• 6+ years of experience in CRM, Digital Marketing, or Campaign Strategy.
• Experience working within an enterprise Marketing Automation Platform (Salesforce Marketing Cloud, Eloqua, Marketo, HubSpot, etc.). Familiarity with inbound/outbound lead generation, lead scoring, and routing strategies.
• Proven experience managing SMS campaigns, including an understanding of TCPA compliance and mobile-first copywriting.
• Strong understanding of email performance and operational metrics (open rate, bounce rate, unsubscribes, etc).
• Proficiency in HTML/CSS for troubleshooting email templates and landing pages.
• A track record of working effectively across departments (Sales, Creative, and Paid Media) to achieve a shared goal.
• Familiarity with UTM parameters, tracking pixels, and how data flows from a landing page into a CRM.

Preferred Qualifications

• Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
• Understanding of the patient journey and the sensitivities around healthcare marketing.

Education

Bachelors Degree in Marketing or related field

Benefits

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement

Anticipated Weekly Hours: 40
Time Type: Full time