Director of Digital Experience

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

The Director of Digital Experience at VillageMD is responsible for owning the end-to-end digital patient journey, with a strong focus on leveraging Salesforce Marketing Cloud and Salesforce Customer Data Platform (CDP) to enhance patient engagement and loyalty. This leadership role will oversee the development, execution, and optimization of CRM strategies that engage patients, and help to highlight key service lines across our core provider practices. The Director of CRM will collaborate with cross-functional teams to ensure a seamless and personalized experience for our patients while driving retention, satisfaction, and growth through data-driven insights and best practices.

Key Responsibilities:

• Develop and implement a comprehensive CRM strategy leveraging Salesforce Marketing Cloud and Salesforce CDP to drive patient engagement and retention.
• Optimize patient journeys through targeted, data-driven marketing campaigns across multiple channels (email, SMS, social, mobile, and web) using Salesforce Marketing Cloud’s Journey Builder and Email Studio.
• Utilize Salesforce CDP to create comprehensive patient profiles, segment audiences, and design tailored experiences that enhance patient loyalty and lifetime value. 
• Oversee the integration of Salesforce tools into existing patient management systems, ensuring a unified view of patient interactions across touchpoints.
• Develop Marketing Cloud strategies to increase marketing efficiency via AI to help marketers personalize content and automate campaigns.
• Analyze email and other digital outreach metrics and user behavior to inform marketing strategies and improve patient engagement.
• Lead and mentor a team of CRM professionals, providing guidance, support, and training to build a high-performance culture.

Preferred Qualifications:

• 10+ years of experience in Digital Marketing, CRM or Customer Experience management, with a strong preference for candidates with experience in the healthcare industry.
• Expert-level proficiency in Salesforce Marketing Cloud (Journey Builder, Email Studio, Content Studio, Mobile Studio, Social Studio, etc.) and Salesforce CDP.
• Strong data analysis skills with the ability to use analytics tools within Salesforce platforms to drive insights and optimize campaigns.
• Demonstrated ability to lead cross-functional teams in a matrixed environment and foster collaboration across departments.
• Strong understanding of patient data management, segmentation, and privacy requirements within healthcare marketing.
• Proven track record of leading CRM initiatives that have successfully increased patient engagement, satisfaction, and retention.
• Excellent communication and collaboration skills, with the ability to work effectively across cross-functional teams.
• Bachelor’s degree in Business, Marketing, Communications, Healthcare Administration or related field.  MBA preferred.

This is an exempt position. The base compensation range for this role is $138,700 - $173,400.  At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc.  The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.

About Our CommitmentTotal Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.