Campaign Manager, CRM & Lifecycle

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.

Requirements

• Bachelor’s degree required.
• 5 to 7 years of experience in CRM, lifecycle, or campaign strategy with direct ownership of journey design.
• Working fluency in Salesforce Marketing Cloud, including Journey Builder, Automation Studio, and Email Studio; able to write specifications a technical team can build from without translation.
• Hands-on segmentation experience, ideally with a CDP (Salesforce Data Cloud preferred); comfortable defining audience logic, data requirements, and entry criteria.
• Strong understanding of email and SMS compliance: consent management, suppression, deliverability, CAN-SPAM, TCPA.
• Experience working with technical delivery teams in an agile framework; able to write acceptance criteria, participate in UAT, and manage campaign scope through build.
• Experience defining and reporting on campaign success metrics; comfortable with performance data and optimization decisions.
• Strong stakeholder management skills: track record of setting and holding expectations with business partners, communicating status proactively, and navigating competing priorities without escalation.
• Experience writing BRDs or equivalent requirements documentation for technical delivery teams.
• Strong writing skills; able to draft creative briefs and perform light copywriting across email and SMS.

Benefits

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.