hear.com is the fastest-growing hearing care company globally. We are driven by our belief that every person should hear well to live well. With our unique digital business model, we have changed the way hearing care is provided. We are a profitable global health-technology company with origins in Europe. Since starting our journey in 2012, we have helped over 200,000 customers get on the path to better hearing. In just 9 years,  we have grown our team from 2 to over 1,500 people. We work hard and play hard in 11 international locations from Miami to Seoul. We promise to ourselves: to define the future of hearing care, to never be corporate and to always live Day One.

The CRM Manager. – Loyalty & Partner will be responsible for designing and executing all post-sale customer relationship management communications across all CRM channels. Focus on developing highly segmented and personalized campaigns and programs that will drive measurable increases in product adoption and customer retention. The emphasis will be on customer stick, churn-mitigating activities, and a sensical journey through our product line. We will rely mostly on digital touch, usage, and data driven insights and triggers. This is a "customer obsessed" position and a customer champion in the organization.

Why hear.com?

• An opportunity to work with happy and grateful customers every single day
• A chance to shape the future of a health-technology leader
• A unique content-driven, top-performing and family-type work culture
• A high degree of autonomy and responsibility from day one
• An open-minded and international working environment that fosters creativity
• Excellent salary and benefits package with entrepreneurial incentives

During a typical day, you will...

• Plan, develop, and execute innovative, multi-channel campaigns with a holistic view of the customer lifecycle across all touchpoints while closely monitoring and optimizing campaigns at each stage Take full ownership from ideation through to reporting and analysis.
• Create and work within a digital experience to run campaigns that are action and data-oriented to enhance and define key moments within a customer lifecycle.
• Plan and execute end-to-end retention and journey programs to the base, which may include creating content for webinars, emails, nurtures, SMS, in-app, push, and direct mail.
• Work closely with the sales and CRM tech teams on segmentation, sales/support/save needs, and optimized campaigns for the customer experience.
• Develop loyalty and churn strategy, leveraging predictive analytics and propensity models, to guide marketing efforts in concert with customer success.
• Work with analytics team to deliver timely results on tests and adjust strategy customer touchpoints accordingly.
• Develop and maintain a campaign measurement framework to ensure ongoing review and adjustment in alignment with marketing critical metrics.
• Work in partnership with the creative team, develop creative briefs and guide creative direction on marketing campaigns and initiatives.
• Involve yourself with all aspects of the customer journey within marketing and in other departments and ensure it follows the methodology you set forth.
• Marketing automation expertise, including knowledge of key concepts and recent experience with latest best practices for workflows, triggers, personalization, segmentation, targeting and drip campaigns, Marketing automation certification (Hubspot, Oracle/Eloqua, Adobe/Marketo, Salesforce/Pardot) desired.

You have…

• 3-5 years direct response and digital marketing experience in a B2C environment, including multi-variate testing, multi-channel direct messaging, and post-campaign analysis.
• Deep analytical knowledge and experience reporting on campaigns, gleaning business insights, and doing data-based optimization.
• Minimum of 3 years managing loyalty programs
• Minimum 3 years of digital marketing experience, particularly email and digital marketing.
• Strong project management and interpersonal skills, with the ability to take initiative in a challenging, fast-paced environment of multiple priorities.
• Strong critical thinking and analytical capabilities, particularly in customer segmentation and modeling
• Strong understanding and experience with AB/MVT testing
• Self-motivated and results-oriented with high regard for attention to detail
• Excellent oral and written communications skills

You are...

• A confident professional who has experience designing and executing all post-sale customer relationship management communications across all CRM channels
• An ambitious self-starter – you love the feeling of crossing items off your task list
• Organized and detail-oriented, and follow-through is your specialty
• Super friendly! You keep the good vibes going