CRM Channel Specialist

Who is Audika?

#LI-HYBRID #LI-TS1 #audika_Australia

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 300 clinics who provide hearing services to our valued clients.  We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

What’s in it for you:

• Permanent full-time with hybrid work (3 office, 2 home).
• Competitive pay + super + rewards program.
• Online wellbeing resources and EAP.
• Novated leasing, birthday/Christmas gifts.

The Role:

• Responsible for the execution and administration of CRM campaigns, ensuring seamless delivery across email, SMS and other channels for Audika Australia.
• With the guidance of the Group Marketing Manager and CRM Managers, you will play a key role in implementing strategies designed to enhance customer engagement, improve retention, and drive business growth.
• Ensure a distinct, coherent, and consistent experience across all customer retention touch points adhering to the global brand guidelines.

Key Accountabilities:

Campaign Execution:

• Execute CRM campaigns across email, SMS, direct mail, and other platforms, as required, in line with the strategic direction provided by the CRM Managers.
• Build, test, and deploy campaigns, ensuring flawless execution and adherence to timelines.
• Monitor campaign delivery, resolve issues, and provide updates to stakeholders.

Performance Monitoring:

• Track and report on campaign performance metrics
• Identify opportunities for optimisation and work with the CRM Managers to implement improvements.

Data Segmentation:

• Create and manage customer segmentation to deliver highly targeted and personalised campaigns.
• Collaborate with the CRM Managers to develop segmentation strategies aligned with customer journeys and business objectives.
• Maintain and update segmentation lists based on behavioral data, demographics, and customer preferences.

System Administration:

• Manage CRM platforms and tools, ensuring data integrity and system efficiency.
• Update and maintain customer segmentation and lists as required for campaigns.
• Troubleshoot and escalate technical issues related to campaign tools or platform functionality.

Collaboration:

• Work closely with CRM Managers to align execution with customer journey mapping, content strategies, and efficiency goals.
• Coordinate with internal teams (e.g., creative, content, data) to source required assets and insights.

Compliance:

• Ensure all campaigns adhere to regulatory requirements (e.g., GDPR, CAN-SPAM, etc.).
• Maintain opt-in/opt-out records and ensure customer preferences are respected in all communications.
  • Customer focused - Work with Marketing team, Contact Centre and Retail operations to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer retention and lifetime value.

Experience :

• 1-3 years marketing experience including experience in CRM, email marketing, or digital marketing roles.
• Undergraduate degree (marketing, communications, business)
• Hands on experience in CRM platforms e.g. Salesforce or Microsoft Dynamics or similar
• Proficiency in campaign building-building, segmentation and performance tracking
• Basic knowledge of HTML and SQL is a plus
• Strong analytical skills and the ability to interpret campaign metrics.

Attributes:

• Highly organised with a strong attention to detail.
• Effective communicator with the ability to collaborate across teams.
• Proactive problem-solver with a results-driven mindset.
• Adaptable and eager to learn new tools and technologies.