Driven by the passion to improve quality of people’s lives, WS Audiology continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

We are looking for a Global Retail CRM Manager to design and optimize global CRM structures, processes, and customer journeys while enabling markets with the tools, frameworks, and insights to drive consistent adoption and performance. This is a maternity cover on a 12 months contract.

What you will do

CRM Structure & Process Definition

• Define, document and standardize CRM processes, workflows, governance and user guidelines to ensure consistent adoption across markets
• Partner with Global IT, Product Managers and regional teams to map the CRM ecosystem, align responsibilities and establish success metrics
• Translate business objectives into a scalable CRM framework, support the global roadmap and ensure systems enable future marketing automation.

Customer Journey Planning

• Map the full retail customer journey (from lead generation to retention) to define strategic touchpoints
• Identify opportunities for automation and structured communication within that journey
• Recommend foundational nurture streams and data triggers, even before campaign development begins.

Campaign Design & Support

• Support the development of global campaign templates, journeys, and email flows
• Assist markets with adapting global content to local contexts
• Ensure that CRM content aligns with tone of voice, brand identity, and legal compliance.

Performance, Reporting & Optimization 

• Define KPIs, dashboards and feedback loops to track CRM performance and continuously improve processes
• Analyse CRM data to optimize effectiveness and evolve strategies in collaboration with local markets
• Act as liaison across global, IT and local teams while leading onboarding, training and documentation to build CRM maturity.

What you bring

Experience

• Bachelor's or Master’s degree in Marketing, Business, Digital Communications, or related field
• 5+ years of experience in CRM/marketing automation roles in multi-market environments
• Experience with CRM tools, especially Click Dimensions and Microsoft Dynamics CRM
• CRM platform certifications are an added advantage (e.g., Click Dimensions, Microsoft Dynamics 365) 
• Email marketing or marketing automation certifications (e.g., HubSpot, Salesforce – preferred).

Personal competencies

• Strong analytical skills with a data-driven approach to performance and optimization

• Strategic thinker with hands-on ability to define and implement CRM processes
• Strong project management skills, including cross-functional collaboration.

Who we are

At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.