At ATI our marketing transformation is just getting started, building a strong digital and data footprint, leveraging our network, our clinicians and our unmatched clinical expertise to provide an industry leading Customer Experience. We help people get back to the things that matter most to them. Golf with friends, back on the field after a sports injury, recovery after joint replacement surgery, keeping up with the grandkids or returning to work. Important things that help drive quality of life. What we do for patients matters. Be part of the team leading the charge! You will be part of a core strategic growth initiative behind increased investment in marketing to strengthen our brand, communicate our Purpose, increase our outreach directly to consumers and ensure we remain the leaders in Physical Therapy. What's the Role?
This new position will be responsible for establishing a Customer (Patient) Relationship Management strategy and approach for ATI. They need to strategically think through all aspects of the Patient Journey to identify key points to drive a more relationship-based marketing approach; stand up the programs and drive execution. Your Purpose at ATI:
You will work with our internal teams (Marketing, IT, Operations) and the agencies to identify key points of contact to drive a deeper relationship and greater business impact amongst ATI prospects/patients. While initially email focused, over time you will be a "patient journey-centric" voice for personalization, email and content engagement with our patients. In this role you will: -Establish our capabilities and develop an enhanced view of the patient journey and the key touchpoints that impact conversion, compliance, visits and retention to completion. -Develop and implement a test-based approach to understand impacts of various eCRM initiatives, then scale and optimize our approach for those touch points. Taking a crawl/walk/run approach to best in class eCRM marketing. -Define and own the establishment and internal buy in of eCRM KPI's. Then oversee the tracking to demonstrate impact. What you need to be successful
-5+ years of performance marketing in the digital space. -Must have proven experience in managing a eCRM program with both shorter and longer-term impacts. Ideally beyond simply email. -Ability to develop strong KPI's and key impact touchpoints through the use of analytics. Including website/landing pages for immediate impact and longer term metrics around engagement, satisfaction and lifetime value. -Passion for change and an insatiable curiosity for trying new things while ensuring we stay fact/data based. -Good communications and strong presence to establish credibility and engender confidence with internal and external partners. -Focused while flexible – able to pitch in and work across connected initiatives as we grow the team and our capabilities. -Ideally exposure and interaction with journey mapping/customer journey initiatives.