Global CRM Performance & Optimization Manager

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

We imagine you have:

• A BSc or MSc in business, marketing/communications, or service innovation.
• 3–5 years of active experience in advancing CRM results, enhancing retention, or streamlining customer experiences, particularly in retail or health-related industries.
• Demonstrated proficiency in segmentation, CRM journeys, and optimizing commercial activities to enhance customer engagement.
• In-depth understanding of KPIs, with a demonstrated ability to leverage data analysis into strategic action and measurable improvements.
• Solid experience with CRM platforms such as Microsoft Dynamics 365 CE and ClickDimensions.
• Extensive experience collaborating in an international workplace, engaging with diverse teams across functions, cultures, and time zones.
• A history of adjusting and applying global strategies that align with local market needs.
• A structured, organized, and focused mindset, with the ability to handle multiple projects and drive results with minimal supervision.
• Capable of effective communication in English, covering both writing and speaking, and skilled in producing clear briefs and stating requirements; fluency in German or Flemish is valuable.

A team-oriented attitude - you bring humility by valuing others’ contributions, commitment to achieve team goals, and smarts in navigating team dynamics, collaborating with both local and global colleagues to ensure a positive, results-driven culture.

The team you’ll join

You’ll be the 11th member of our Global CRX Team - a close-knit group of specialists working with everything from data cleaning to content, concepts, segmentation, performance, testing and implementation. We share knowledge daily, support the same markets, and believe that collaboration is key to reaching our objectives.

Your manager will be Cathrine Solmunde, Director of Customer Retention & Experience, who has over four years of experience building and leading this team:

"I believe in building a culture of trust and openness, where collaboration drives results. My focus is on empowering my team to take initiative, share ideas freely, and contribute to our collective success. Together, we create an environment where everyone’s input is valued, and aiming for excellence is a shared goal".

Your workplace and flexibility

You’ll be based at our headquarters in Smørum, with the opportunity to work off-site up to two days a week once you’re up and running. Expect approx. 10–20 days of travel annually to collaborate with your local counterparts.

Perks and people-first culture

We believe in a healthy work-life balance — and offer benefits that support it:

• Daily breakfast and lunch in our canteen
• Free fitness room with spinning and yoga classes
• Massage offers and social clubs
• Child-first sick days (you stay home when your child is unwell)
• An inclusive culture founded on trust, transparency, and collaboration

Ready to apply?

Submit your CV and motivational letter no later than 26th of May 2025.

1st interviews: 3rd or 4th June.

2nd interviews: 11th, 16th, or 17th June.

If you are a candidate and have relevant questions, please contact Cathrine Solmunde, Director of Customer Retention & Experience at caud@audika.com

Please note that we do not accept applications from external recruiters, and we only accept applications via our recruitment systems.

We are looking forward to hearing from you.

At Demant we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from alle qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality. #LI-HYBRID #LI-BS1