Global Retention Performance Manager
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Audika Group part of Demant is a global leader in the hearing care retail industry. Our commitment to improving the lives of people with hearing impairments is at the core of everything we do. As part of Audika Group, you will be joining a company that values innovation, customer-centricity, and teamwork.
We are in search of a highly motivated and organized Global Retention Performance Manager with a commercial mindset for our retail business to support local markets with performance tracking and optimization of customer retention activities. Preference is for candidates with experience in direct marketing and the B2C segment, ideally from a global role. Knowledge and experience within the multi-stakeholder landscape, working extensively with various local markets, is highly valued to join our Customer Retention & Experience Team.
You will be part of a vibrant and international team within Audika Group’s Global Marketing function, and you will work closely with colleagues from our local markets, specialists from other global functions such as the Customer Acquisition team, Marketing Analytics team and external partners. Through these cross-functional collaborations, you will be part of a team that aims to improve customer retention activities and customer experience throughout the customer journey with hearing care.
Orchestrate our customer retention efforts
As the Global Retention Performance Manager within the Customer Retention & Experience Team, your primary responsibility, is to support local markets with retention efforts, ensuring strategic commercial success.
In this global role, you will support 4-5 local markets by organizing their local retention strategies. This involves planning programs and campaigns, setting KPIs, tracking performance, evaluating outcomes, and continuously optimizing these strategies to boost test appointments, enhance customer loyalty and engagement. Your aim will be to improve the overall customer experience throughout the hearing care journey across multiple local markets.
You must understand the requirements across various markets to effectively support the execution and enhancements of our retention strategy and initiatives. You are expected to build strong relationships and collaborate closely with our local markets and strive towards how we can balance the solutions to fit market dynamics. This requires gaining insights into our business processes, and encouraging local cross-functional alignment between marketing, sales, and the contact center.
Your key areas of responsibility will be:
Your backpack
You are an experienced proactive project manager with a commercial and execution-oriented mindset, dedicated to detailed planning, precise tracking, comprehensive evaluation, and continuous optimizations aimed at ensuring strategic commercial success.
Your expertise in direct marketing and the B2C segment, ideally from a global role, adds depth to your skill set. Moreover, your extensive knowledge and hands-on experience navigating the multi-stakeholder landscape, engaging with diverse local markets, and collaborating across cultures strengthen your proficiency.
You thrive on nurturing relationships with collaborators from various cultures and functions, backed by solid project and stakeholder management skills. Your ability to comprehend business processes across functions and systems allows you to architect structured processes for optimizations.
You can provide concise and detailed briefs for our external agencies and keep a strong overview of implementation timeline and resources.
Furthermore, we hope you can tick some of the following boxes:
Expect approximately 5-20 days travel days annually.
We believe in the good life
As a company, we trust and value your professionalism, experience, and commitment. Your new perspectives, insights and ideas are the cornerstones of our growth, and we encourage you to be creative and structure your workflow with a high level of freedom. In addition, we offer flexibility to work from home twice per week if desired.
Want to join our team?
We screen candidates on an ongoing basis, so we encourage you to send your application and CV as soon as possible, and no later than January 24, 2024. Only candidates applying through our online recruitment system will be considered for this position.
If you would like to learn more about the job, please contact Director, Cathrine Solmunde at [email protected]
We look forward to hearing from you.
We are in search of a highly motivated and organized Global Retention Performance Manager with a commercial mindset for our retail business to support local markets with performance tracking and optimization of customer retention activities. Preference is for candidates with experience in direct marketing and the B2C segment, ideally from a global role. Knowledge and experience within the multi-stakeholder landscape, working extensively with various local markets, is highly valued to join our Customer Retention & Experience Team.
You will be part of a vibrant and international team within Audika Group’s Global Marketing function, and you will work closely with colleagues from our local markets, specialists from other global functions such as the Customer Acquisition team, Marketing Analytics team and external partners. Through these cross-functional collaborations, you will be part of a team that aims to improve customer retention activities and customer experience throughout the customer journey with hearing care.
Orchestrate our customer retention efforts
As the Global Retention Performance Manager within the Customer Retention & Experience Team, your primary responsibility, is to support local markets with retention efforts, ensuring strategic commercial success.
In this global role, you will support 4-5 local markets by organizing their local retention strategies. This involves planning programs and campaigns, setting KPIs, tracking performance, evaluating outcomes, and continuously optimizing these strategies to boost test appointments, enhance customer loyalty and engagement. Your aim will be to improve the overall customer experience throughout the hearing care journey across multiple local markets.
You must understand the requirements across various markets to effectively support the execution and enhancements of our retention strategy and initiatives. You are expected to build strong relationships and collaborate closely with our local markets and strive towards how we can balance the solutions to fit market dynamics. This requires gaining insights into our business processes, and encouraging local cross-functional alignment between marketing, sales, and the contact center.
Your key areas of responsibility will be:
- Conduct regular performance reviews and analyses to assess the effectiveness of customer retention efforts
- Collaborate with cross-functional teams to ensure data-driven improvements and adjustments to strategies
- Continuously focus on increasing test appointment bookings and completions from database prospects and customers
- Monitor and analyze data to identify opportunities for optimizing customer retention marketing strategies and initiatives
- Work consistently on decreasing the rate of hearing aid returns by ensuring the successful onboarding of new customers by evaluating and improving the onboarding process based on customer feedback and performance data
- Refine customer retention campaign and initiative efforts continuously to increase the rate of family members or friends of the hearing-impaired attending test appointments, backed by data analysis
- Ensure engaging touchpoints are consistently delivered across channels at every stage of the hearing care customer journey
- Enhance customer satisfaction and foster increased loyalty throughout the customer journey by ongoing performance evaluation based on customer feedback and performance metrics
- Manage projects related to customer retention performance review efficiently to ensure that continuous improvement efforts are aligned with timelines, objectives, and resources in coordination with the global Customer Retention & Experience Team
Your backpack
You are an experienced proactive project manager with a commercial and execution-oriented mindset, dedicated to detailed planning, precise tracking, comprehensive evaluation, and continuous optimizations aimed at ensuring strategic commercial success.
Your expertise in direct marketing and the B2C segment, ideally from a global role, adds depth to your skill set. Moreover, your extensive knowledge and hands-on experience navigating the multi-stakeholder landscape, engaging with diverse local markets, and collaborating across cultures strengthen your proficiency.
You thrive on nurturing relationships with collaborators from various cultures and functions, backed by solid project and stakeholder management skills. Your ability to comprehend business processes across functions and systems allows you to architect structured processes for optimizations.
You can provide concise and detailed briefs for our external agencies and keep a strong overview of implementation timeline and resources.
Furthermore, we hope you can tick some of the following boxes:
- Bachelor’s or master’s degree in business, digital/service innovation, or marketing/communication
- Experience from working with database marketing for customer retention in retail business
- Understanding of customer segmentation and targeting
- Proficiency in data analysis and reporting tools
- Experienced project and stakeholder management skills
- Excellent communication, writing and editing skills with a keen eye for detail
- Passion for improving customer experience and increasing customer loyalty
- Experience within business development, consulting CRM/DB marketing, marketing communications, service innovation, CX/CEM, or similar
- Familiarity with the marketing automation solution ClickDimensions and with Microsoft Dynamics 365 Marketing (Customer Insights and Journeys)
- A keen eye for detail on various processes – skill to write clear user stories and requirements
- Ability to provide clear and detailed briefs to external agencies
- A strong team player with proactive and good facilitation skills
- Fluent English with excellent verbal and written communication skills – Danish is not a prerequisite
Expect approximately 5-20 days travel days annually.
We believe in the good life
As a company, we trust and value your professionalism, experience, and commitment. Your new perspectives, insights and ideas are the cornerstones of our growth, and we encourage you to be creative and structure your workflow with a high level of freedom. In addition, we offer flexibility to work from home twice per week if desired.
Want to join our team?
We screen candidates on an ongoing basis, so we encourage you to send your application and CV as soon as possible, and no later than January 24, 2024. Only candidates applying through our online recruitment system will be considered for this position.
If you would like to learn more about the job, please contact Director, Cathrine Solmunde at [email protected]
We look forward to hearing from you.
Information og data
Denne ledige stilling har jobtypen "Øvrige", og befinder sig i kategorien "Øvrige stillinger".
Arbejdsstedet er beliggende i Smørum.
Jobbet er oprettet på vores service den 23.12.2023, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
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