Company Overview
DOCS Dermatology (DOCS) is one of the largest and most established dermatology practices in the nation. We have been serving patients for over 40 years with more than 186 providers and 80+ locations in 7 states. At DOCS, we strive to put the patient first with an emphasis on medical, surgical, and cosmetic dermatology. We provide easy access to high quality dermatologic care in an environment that is consistently friendly, convenient, courteous, and caring.
Summary
The Director of Customer Relationship Management (CRM) is responsible for building DOCS CRM competency. This position will be accountable for all aspects of CRM efforts, including strategy, content development, deployment, reporting/analysis, and optimization. This individual will collaborate with the marketing team to ensure that CRM strategy is improving funnel yield and driving DOCS highest priority initiatives.
Job Responsibilities
- Develop and maintain CRM strategy that results in patient funnel improvements (e.g. show rate, cancel/reschedule rate, repeat rate).
- Catalyze the CRM strategy through the development of roadmaps and quarterly Objectives and Key Results (OKRs).
- Partner with the BI Team to develop dashboards that illustrate success and/or opportunities for improvement.
- Interpret Key Performance Indicators (KPIs), identify trends, and prioritize opportunities for improving funnel yield.
- Translate marketing diagnostic KPIs (e.g. open rate and click rate) into business metrics that reflect CRM’s contribution to desired business results.
- Foster collaborative relationships with cross-functional teams that are integral to CRM success (Operations, RCM, etc.).
- Continually educate oneself on changes in CRM technology.
- Identify best practices and new departmental opportunities.
- Own and optimize DOCS existing relationship with Salesforce and other external partners as applicable.
- Maintain commitment to both the strategy and execution components of a CRM program that drive business impact.
Minimum Qualifications
- Bachelor's degree in marketing, business administration, finance, or a related field.
- 8-10+ years of experience in multi-channel CRM.
- Ability to effectively and persuasively communicate with various audiences.
- Prior experience working with CRM platforms (Salesforce experience preferred).
- Ability to work independently and proactively while prioritizing varied requests and tasks.
- Ability to travel to DOCS Headquarters, located in Blue Ash OH, on a regular basis.
- Experience in provider-based healthcare preferred.
Physical Demands
The physical demands described below are representative of those that must be met by an employee to successfully perform the responsibilities of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear, and use wrists, hands, and/or fingers to perform computer work. Specific vision abilities required to this job include close vision, distance vision, depth perception, and ability to adjust focus.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status
