Highmark Health · 1 day ago
VP Customer Relationship Marketing
NY, Working at Home - New York
Full-time
Hybrid
Director/Executive
$170K/yr - $363K/yr
15+ years expHighmark Health is seeking a Vice President of Customer Relationship Marketing (CRM) to lead member and patient engagement initiatives across its diverse portfolio. The role involves defining and optimizing a data-driven CRM strategy, managing a team of CRM professionals, and ensuring effective customer journey management to improve health outcomes and customer satisfaction.
Health CareHospital
Responsibilities
Develop and champion a comprehensive, multi-year CRM strategy and roadmap aligned with Highmark Health's strategic objectives, focusing on member activation, engagement, satisfaction, retention, and cost-of-care reduction
Drive organizational alignment and establish clear KPIs to demonstrate significant improvements in activation and engagement rates, and quantifiable contributions to cost-of-care reduction
Influence and shape the future CRM technology roadmap and integration plans, partnering with MarTech, Product, and IT
Direct the overall strategy and execution of CRM operations, overseeing the entire campaign lifecycle from planning to real-time monitoring and iterative optimization based on performance insights
Lead the integration of campaign performance data with enterprise analytics, and implement best practices for A/B testing, personalization, and AI to maximize engagement and conversion rates
Lead, mentor, and inspire a high-performing team of CRM strategists, campaign operators, and developers, fostering a culture of innovation and data-driven decision-making
Oversee the CRM operations function, ensuring efficient campaign execution, continuous process optimization, and championing the professional development of the team in advanced analytics and multi-channel management
Direct the development of deep customer insight-based campaign journeys across numerous channels, leveraging real and near-time data to deliver personalized, relevant messages
Act as a key steward of CRM data, partnering closely with Enterprise Data Operations and Analytics to ensure data quality, curation, governance, and accessibility for effective targeting, segmentation, and measurement, optimizing the customer journey from onboarding to retention
Partner closely with MarTech, in-house agency, Product, Health Experience teams, and enGen Technology/Data Operations to ensure seamless execution and continuous improvement of CRM initiatives
Collaborate with leaders of digital health solutions and growth/acquisition marketing to create cohesive, customer-driven end-to-end journeys from prospect to engaged member with greater lifetime value
Performs other duties as assigned or required
Qualification
Required
Minimum of 15 years of progressive leadership experience in marketing, Customer Relationship Management (CRM), digital marketing, or related fields
At least 7-10 years of experience in senior leadership roles, managing teams of 10 or more direct and indirect reports, with demonstrated success in coaching, mentoring, and talent development
Strong experience in regulated industries such as healthcare, financial services, or other highly complex sectors
Demonstrated expertise in leading and optimizing CRM operations, including campaign management, performance analysis, and data-driven optimization cycles
Proven track record of success in developing and executing data-driven CRM strategies that drive measurable business results in complex, large-scale organizations
Demonstrated expertise in leveraging scaled CRM systems (e.g., Salesforce, Salesforce Marketing Cloud, Salesforce Data Cloud) for personalized customer engagement
High level of data acumen with extensive experience partnering with and managing enterprise data operations and analytics teams to ensure data quality, curation, governance, and actionable insights for CRM
Strong understanding of digital engagement channels and experience, preferably with some exposure to digital health products or services
Proven ability to drive organizational change and foster collaboration across diverse functional teams
Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization
Strong customer experience (CX) orientation, with an understanding of customer journey mapping and design principles
Bachelor's degree in Marketing, Business Administration, Computer Science, or a related field
Preferred
Master's degree (e.g., MBA, Master's in Marketing, Data Science) is highly valued, but extensive relevant career experience can be substituted
Certifications in scaled CRM systems (e.g., Salesforce Administrator/Consultant, Marketing Cloud Specialist)
Company
Highmark Health
Highmark Health is an integrated health care delivery and financing network.
10001+ employees
H1B Sponsorship
Highmark Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (34)
2023 (55)
2022 (75)
2021 (54)
2020 (58)
Funding
Current Stage
Late StageTotal Funding
$6.75MKey Investors
Henry L. Hillman FoundationRichard King Mellon Foundation
2025-06-11Grant· $1.75M
2021-05-10Grant· $5M
Leadership Team
David Holmberg
President and Chief Executive Officer
Karen Hanlon
Executive Vice President, Chief Operating Officer
Recent News
Seattle TechFlash
2025-12-29
Company data provided by crunchbase