Lead the Global Customer Relation Management Strategy

- And improve customer loyalty across seven markets.

 

Are you motivated to improve customer experience and create lasting relationships? Do you thrive on turning insights into actions, enhancing CRM performance, and collaborating with local teams to make a difference?

 

Join us in our mission to help more people stay connected and live the life they want by optimizing how we engage them after their first hearing test.

 

 

Enhance CRM Excellence across variant markets

 

Audika Group is the retail division of hearing aids within Demant. We specialize in helping people hear better through innovative solutions and personalized care. We understand that cultivating positive relationships with our customers is crucial to our endeavors.

 

As our new Global CRM Performance & Optimization Manager, you’ll join the Global Customer Retention & Experience (CRX) Team and take responsibility for tracking, improving, and coordinating CRM efforts in Australia, New Zealand, Denmark, Netherlands, Belgium, Germany, and Switzerland.

 

Fluency in English is essential for this position, as it serves as the shared language across the various markets. Having proficiency in German or Flemish enhances your ability to connect with several of the markets you’ll support.

 

You will join a global support team focused on enhancing outcomes within your market portfolio. In this role, you will work in close partnership with the local CRM Managers in each market, as well as two global colleagues - one from Marketing Excellence and one from Marketing Acquisition - who are also assigned to the same seven markets.

 

Together, you will align strategy, share insights, and coordinate execution to improve performance throughout the entire customer journey - from first hearing test to loyalty and repurchase.

Your key responsibilities

 

Your involvement will be crucial in elevating CRM performance and supporting local initiatives by:

 

• Defining and tracking KPIs across Always-on programs.
• Translating insights into actionable improvements to increase test appointments and long-term engagement.
• Guiding and assisting markets in the design and implementation of customer retention strategies.
• Facilitating quarterly planning, monthly performance reviews, and CRM playbacks to the CRM Community.
• Coordinating with the Global Content Production team on emails, SMS, call scripts, landing pages, and direct mail.
• Coordinating with the Global Implementation Team for setting up automation flows and supporting local alignment between marketing, call centers, and clinics.
• Supporting with writing clear briefs and tech requirements for delivery stakeholders.

 

You will build strong, trust-based relationships with local CRM Managers, as well as global colleagues in Marketing Excellence and Customer Acquisition - always with a collaborative mindset, a commercial perspective, and a clear focus on delivering measurable performance.

Your daily rhythm

 

One day, you start the morning with your monthly check-in with the CRM Manager in Australia, followed by a check-in with the global team to align on performance and plans across the 7 markets in the shared market portfolio. After that, you will have a check-in with the CRM Manager in Germany.

 

In the afternoon, you lead a CRM playback session on best practices for an optimization activity across 16 markets in the CRM Community, and you end the day by finalizing a performance deep dive for one of the Welcome automated programs in Denmark. You will experience diversity in your tasks, receive backing, and play a role in implementing our global CRM standards at the local level.

What you bring