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.
• 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.