CRM Manager, Channel and Customisation

at  audikaAustralia

WHO IS AUDIKA

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.

THE ROLE:

As a CRM Campaign Manager, you will be responsible for planning, executing, and following up on a range of customer retention and continuity campaigns for Audika. This includes day-to-day CRM campaign management with a focus on customising customer journeys, optimising customer segmentation, and determining the most effective channels for audience engagement. Your role will involve data-mining to map the optimal customer journey and tailor campaigns to specific channels and targeted audiences.

RESPONSIBILITIES:

• Ensure budgeted financial goals in CRM categories are met, providing inputs for reforecasting and the annual budget.
• Contribute to the development and optimisation of CRM strategy to exceed revenue targets through customisation of channel-based continuity programs.
• Act as the Microsoft CRM expert, utilising campaign automation, templates, and customer data for campaign and channel optimisation.
• Manage end-to-end customer continuity and retention campaigns, including idea generation, proposal prep, customisation, production, and results monitoring.
• Analyse campaign outcomes with Business Intelligence, providing insights to guide decisions and improvements across different channels.
• Collaborate with the Contact Centre to optimise channel performance, reduce costs, and shift to more efficient channels like email and SMS.
• Partner with Marketing, Contact Centre, and Retail teams to enhance customer retention, lifetime value, and channel-specific customer segment profiles.