Job Description
Director of CRM
at Hear.com US
Miami, FL or Denver, CO or Remote
hear.com is a fast-growing, health tech company disrupting the way hearing aids are sold. Since starting our journey in 2012 we have helped over 200,000 customers on their path to better hearing. Our team has grown to over 1,200 colleagues working in 8 international locations including Denver, Miami, Berlin, Toronto, Seoul, Kuala Lumpur, Bern, and New Delhi. Join us now in revolutionizing this $15 billion industry!
We are looking for a Director of CRM to further strengthen our Customer Acquisition Team in the U.S. As a Director of CRM, you will focus on email, push notifications, in-app messages, SMS & win back campaigns. You will coordinate with Sales and Marketing Teams to boost our company’s market presence and increase overall customer engagement. To be successful in this position, you should be able to identify new opportunities and proactively address customer concerns. All in all we’re looking for someone who is passionate about hearing care, has strong analytical skills and is interested in working in a dynamic, fast paced environment!
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…
- Define strategy & execute on all CRM Activities in the US and Canada for SMS, Email, Direct Mail and App Push notifications
- Lead our growing 8+ person team consisting of Channel Managers, Analysts and Developers
- Own all channel relevant KPIs and establish CRM as the sole largest Marketing channel by growing it to 50% of our total business in terms of revenue share
- Break down our 1.5 MM customer data base into relevant customer segments and differentiate our service approach towards them to drive growth
- Be obsessed with servicing our customers in the most personalized way and assure the highest quality of content, design and narrative to truly add value and help them on their way to a better life with hearing aids
- Establish a Customer Relationship Management culture within hear.com across different teams and functions
- Instill a pragmatic, high-speed, high-impact mindset within the team in order to fuel the companies ambitious growth goals
You have (NOT UPDATED)
- 5-7 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, providing business insights, and executing on data-based optimizations.
- Minimum of 5 years managing CRM/Email acquisition programs
- Minimum 5 years of digital marketing experience, particularly within 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 working with CRM channels (email, push notifications, in-app messages, SMS, Direct Mail)
- 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