Senior CRM Manager-Digital-Mount Sinai Hospital-Full Time-Days-Remote

Description Position Title: Senior CRM Manager-Digital-Mount Sinai Hospital-Full Time-Days-Remote Position Summary Mount Sinai Health System is seeking a senior-level Salesforce and marketing technology leader to serve as Senior Manager, Customer Relationship Management (CRM). In this role, you will own the strategy, architecture, and execution of our Salesforce CRM and marketing technology ecosystem, supporting enterprise-wide patient and consumer engagement initiatives. This role oversees a highly integrated Salesforce environment, including Salesforce Marketing Cloud, Health Cloud, Data Cloud, Marketing Cloud Intelligence (Datorama), and Formstack, enabling end-to-end data capture, activation, orchestration, and performance measurement. You will ensure these platforms operate as a cohesive, scalable, and secure ecosystem aligned with Mount Sinai’s mission, regulatory requirements, and growth objectives. You will partner closely with Digital Marketing, Analytics, and external vendors to translate business needs into effective, compliant technology solutions. The ideal candidate is both strategic and hands-on—comfortable setting long-term vision while driving execution in a complex healthcare environment. Responsibilities CRM & Marketing Technology Leadership • Define and execute the enterprise CRM and marketing technology roadmap, aligning platform capabilities with business goals, compliance standards, and performance metrics. • Serve as the primary Salesforce solution lead for digital marketing and customer engagement initiatives. Salesforce Architecture & Platform Optimization • Architect, integrate, and optimize Salesforce platforms, including Marketing Cloud, Health Cloud, Data Cloud, and supporting marketing technology tools. • Ensure cohesive integration and governance across data capture, activation, orchestration, and performance measurement platforms. • Lead solution design, configuration, customization, and deployment in alignment with Salesforce best practices. Data Governance, Security and Compliance • Ensure the integrity, privacy, and security of customer and patient data across all CRM and marketing systems. • Partner with IT, compliance, and security teams to align with HIPAA and enterprise data governance requirements. Campaign Enablement, Measurement and Analysis • Leverage Marketing Cloud Intelligence (Datorama) and related tools to analyze performance, establish benchmarks, and deliver actionable insights. Vendor and Platform Management • Manage relationships with Salesforce partners and other marketing technology vendors, ensuring performance, scalability, and cost-effectiveness. • Evaluate new tools, features, and enhancements to continuously evolve the marketing technology stack. Leadership and Enablement • Communicate complex technical concepts clearly to non-technical audiences, supporting informed decision-making. • Provide guidance, training, and best-practice support to marketing and CRM users. • Contribute to team development and shared standards across digital marketing and technology functions. Qualifications Minimum Education and Experience: • Bachelors degree or greater preferred, or combination of applicable experience and education • 5 years of experience in Salesforce solution architecture with hands-on experience with Salesforce Marketing Cloud, Health Cloud, and/or Data Cloud. • Proven experience designing, integrating, and supporting enterprise-scale Salesforce solutions. • Strong understanding of CRM strategy, customer journeys, and digital marketing operations. Preferred Qualifications • Experience in healthcare or other regulated industries. • Familiarity with HIPAA and data privacy/security frameworks. • Salesforce certifications (Marketing Cloud, Data Cloud, or Architecture). • Working knowledge of SQL, HTML/CSS, APIs, or Apex. • Experience managing vendors and leading platform roadmaps. General Skills • Strong analytical and problem-solving skills with attention to detail • Excellent written and verbal communication skills • Ability to collaborate and influence across technical and non-technical teams • Comfortable operating in a fast-paced, matrixed environment • Strategic mindset paired with strong execution and accountability Non-Bargaining Unit, 565 - HSO Digital and Social Media - MSH, Mount Sinai Hospital Employer Description Strength through Unity and Inclusion