Manager, CRM (BioLife)

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Job Description

About BioLife Plasma Services

BioLife Plasma Services, a subsidiary of Takeda Pharmaceutical Company Limited, is an industry leader in the collection of high-quality plasma, which is processed into life-saving plasma-based therapies. Some diseases can only be treated with medicines made with plasma. Since plasma can’t be made synthetically, many people rely on plasma donors to live healthier, happier lives. BioLife operates 250+ state-of-the-art plasma donation centers across the United States. Our employees are dedicated to enhancing the quality of life for patients and ensuring that the donation process is safe, straightforward, and rewarding for donors who wish to make a positive impact. When you work at BioLife, you’ll feel good knowing that what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we’ll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment.

This position is currently classified as “hybrid” in accordance with Takeda’s Hybrid and Remote Work policy.

The CRM Manager is a critical marketing role to ignite donor commitment through the creation and execution of captivating, data-driven digital experiences across Email, Mobile Push, SMS, web and app channels, crafting engaging touchpoints that inspire consistent plasma donation, with concrete results.

● Execute the digital and brand strategies through the Email, Mobile Push, and SMS channels via evergreen and seasonal single-sends and hands-on development of new automated campaigns, as well as activate via web and app channels through personalized conversion tactics.

● Contribute ongoing to CRM strategies aligned with BioLife’s business objectives, and deploy CRM tactics within Marketing's strategy, standards, and measurement framework.

● Leverage data-driven insights and innovative communication strategies to deploy and optimize highly personalized, multi-channel campaigns that resonate with donors when they’re most likely to convert.

● Ensure messaging is tailored at the channel-level and fits donors’ needs at their given stage of the donor journey, ideating, executing, and measuring new messaging tests.

● Identify and leverage new technology to deploy the right messages at the right moments, in line with the CRM strategy, to improve conversion at each stage of the donor journey and ultimately drive incremental donations.

● Test and pilot digital touchpoint strategies prior to automating to drive incremental donations, maintain donor engagement between donations, and sustain donation volume.

● Provide regular reports on single-send campaign along with web and app tactic performance, including key metrics such as incremental donations, with optimization recommendations for future implementation.

Responsibilities include

● Design, develop, and execute comprehensive single-send and automated CRM campaigns, leveraging advanced segmentation techniques, and personalization to deliver timely, relevant content that drives conversion and encourages repeat donations, avoiding message fatigue.

● Analyze campaign performance across Email, Mobile Push, SMS, web, and mobile app channels, using advanced data analytics tools to identify opportunities and continuously refine communication execution for maximum impact.

● Deploy and manage new personalization tactics across the website and mobile app, supporting the Senior Digital Marketing Manager in driving incremental conversions.

● Lead select strategic projects that span across all digital channels, collaborating with cross-functional partners to refine, execute, and measure.

● Develop and follow QA best practices to ensure messages are functioning as intended.

● Lead communication calendar planning for evergreen and seasonal single-sends, ensuring communication schedule is supportive of monthly donation forecast, ramping up communication cadence as needed to achieve goals.

● Partner with the Creative team to develop compelling channel-specific content for CRM, web, and app that effectively converts, providing data-based feedback to improve creative messaging in context, helping drive new messaging tests.

● Collaborate with the Brand & Insights team to round out knowledge of target segments by providing CRM behavioral data and insights.

● Implement and manage A/B/C and holdout testing programs across all digital channels to continuously refine messaging, design elements, and user experiences, ensuring optimal performance and conversion.

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