Campaign Manager, CRM & Lifecycle

Posting Date

General Purpose of the Job

The Digital CRM & Lifecycle team is looking for a Campaign Manager to own lifecycle campaign design from channel strategy through build. This role serves both patient and business audiences across email, SMS, and IVR. It is a hands-on strategic role: you define the campaign logic, and you carry it far enough into execution that the technical operations team can build it.

As a Campaign Manager, CRM Channels, you will design personalized campaigns and engagement programs across audience types. On the patient side, programs aim to improve activation, onboarding, retention, clinical adherence, and education. On the business side, campaigns engage physicians, referral sources, and other professional stakeholders, translating clinical and operational goals into CRM logic. Across both, you will own the campaign architecture from concept through build-ready specification, ensuring every program enters the build queue with clear audience logic, data requirements, and success criteria.

This role sits at the connection point between marketing strategy and technical delivery. You will work in an agile framework alongside solutions architects, QA, and email build teams, translating business intent into campaign logic and campaign logic into build specifications the platform team can execute against without rework.

Campaign Strategy and Design

* 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.

Campaign Setup and Execution Readiness

* 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.

* Support UAT: define test cases tied to acceptance criteria, validate journey behavior, and sign off on campaign readiness before launch.

* Manage campaign timelines, priorities, and stakeholder expectations across concurrent programs; flag capacity and dependency risks early.

Content and Creative Management

* Author technical BRDs that translate campaign strategy into documented requirements the build team can execute against: functional behavior, data logic, dynamic content rules, and compliance requirements.

* Write creative briefs for design and copywriting partners covering audience, objective, message hierarchy, channel constraints, and required compliance language.

* Manage the content development workflow across creative partners: review cycles, feedback consolidation, approvals, and versioning, so creative lands on time and within the agreed strategy.

* Perform light copywriting where appropriate: subject lines, preview text, SMS copy, and minor content revisions that keep campaigns moving without a full creative cycle.

* Apply AI tools in the creative and design workflow, such as drafting copy variants, accelerating brief development, and concepting, with human review for brand, accuracy, and compliance.

Data and Audience Management

* Own audience strategy in Salesforce Data Cloud: define segments, evaluate data availability, and specify identity and attribute requirements for each campaign.

* Understand the data behind every campaign: source systems, data freshness, consent status, and known gaps; scope data requests early so late data needs do not stall builds.

* Apply working knowledge of data extensions, subscriber data models, and segmentation logic to write specifications architects can implement directly.

* Ensure consent, suppression, and preference data are correctly applied in audience definitions and journey entry criteria.

Measurement and Optimization

* Define testing plans and success metrics before launch; every campaign carries a named outcome metric.

* Lead post-campaign analysis, including outcome review and optimization recommendations.

* Monitor ongoing performance of live journeys as measured by KPIs and supporting business metrics.

* Feed learnings back into campaign design standards and the intake process.

Education and Requirements

Skills and Qualifications

* 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.

* Familiarity with AI tools for content and creative workflows, with sound judgment on where human review is required.

* Healthcare experience preferred.

* Experience across both consumer and B2B or professional audiences preferred; comfort designing campaigns for healthcare providers or referral channels is a plus.

How Success Is Measured

* Assigned campaigns are delivered on time, on strategy, and in compliance across email, SMS, and IVR.

* Every campaign enters the build queue meeting the "ready for CRM" standard, with documented acceptance criteria, data needs, and dependencies.

* Stakeholders across patient and business audiences experience proactive, professional communication - no surprises on delays, scope changes, or performance results.

* Suppression, frequency, and consent governance are visibly built into campaign design from the start.

* Campaigns carry named outcome metrics, are measured post-launch, and learnings are fed back into campaign design standards.

Certificates, Licenses, and Registrations

* Salesforce Marketing Cloud certifications preferred (e.g., Marketing Cloud Email Specialist, Marketing Cloud Consultant, or Data Cloud Consultant).

Travel and Time Requirements

* Travel: Up to 20%.

* Nights/Weekends: Variable but usually minimal (determined by campaign go-lives or production support outside of core business hours).

Additional Requirements

Language Skills: Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

ADA/Reasonable Accommodations: DaVita provides reasonable accommodations to enable otherwise qualified individuals with disabilities to perform the essential Physical and/or Mental functions of a position.

Work Environment: Level III - Moderate noise (e.g., business office with computers or printers, light traffic). No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions.

Visual: Vision adequate to perform the essential duties/responsibilities of position. May be required to demonstrate the ability to differentiate colors on a test strip.

Physical Demands: Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following activities:

* Ability to lift minimum of 5 lbs to a max of 50 lbs unassisted and able to stand, sit, stoop, walk, stretch, reach, and use full range of body motions.

* Manual dexterity as required for specific equipment and ability to use computer keyboard and peripherals.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• 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.

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At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.

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