Director, Customer Relationship Management and Lifecycle

Posting Date

The Director of CRM & Lifecycle Marketing is responsible for building, scaling, and optimizing DaVita’s enterprise CRM and lifecycle marketing capability. This role owns the content strategy, technology, roadmap, and execution of CRM-driven communications, including email, SMS, and marketing automation programs that drive engagement, conversion, and long-term relationship value across patients, physicians, and enterprise audiences.

The Director serves as the primary owner of DaVita’s Salesforce CRM ecosystem, ensuring the platform is leveraged to deliver best-in-class personalized, data-driven experiences at scale while supporting broader business and growth objectives.

Essential Duties & Responsibilities

• Own the end-to-end CRM and lifecycle marketing orchestration, including growth, roadmap, and excellence in delivery across all priority audiences.
• Serve as the primary business owner for Salesforce Marketing Cloud and related CRM technologies, managing the platform roadmap, integrations, and vendor relationships.
• Lead the creation, deployment, testing, and optimization of lifecycle communications, including email campaigns, automated journeys, and triggered messaging.
• Build and scale marketing automation and personalization capabilities, leveraging behavioral, clinical, and engagement data to deliver relevant experiences.
• Partner closely with Product, Engineering, Analytics, Privacy, and Compliance teams to ensure CRM programs are scalable, secure, and compliant.
• Translate business objectives into CRM use cases that drive measurable outcomes such as engagement, conversion, retention, and satisfaction.
• Build insights à actions into meaningful plans that deliver outcomes and prioritization across the team.
• Establish best practices and “best in class system” for audience segmentation, data governance, experimentation, and performance measurement.
• Lead and develop a high-performing CRM and lifecycle marketing team, providing strategic direction, coaching, and prioritization.
• Manage external agency, patient and physician marketing partner teams, and technology partners supporting CRM execution and platform enablement.

Education and Requirements

• Bachelor’s degree in Marketing, Business, Technology, or a related field preferred.
• 10+ years of experience in CRM, lifecycle marketing, or marketing automation roles, with demonstrated leadership at the Director level.
• Deep hands-on experience with Salesforce, including Salesforce Marketing Cloud; Salesforce certification preferred.
• Strong background in marketing automation, lifecycle strategy, and personalization at scale.
• Experience designing and managing complex email and journey-based programs across multiple audiences.
• Proven ability to manage technical teams to translate business requirements into scalable CRM solutions.
• Ability to manage both strategy, tech, and development teams to work in orchestration and deliver excellence in QA and delivery.
• Experience working in highly regulated environments with strong attention to privacy, consent, and data governance.
• 5-7 years of people management, leading teams of 8+ across multiple disciplines.
• Salesforce Marketing Cloud certification preferred.
• Agile Process/ Scrum certification/training.

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.