Responsibilities

• CRM Platform Ownership & Optimization - Own administration, configuration, and ongoing optimization of the CRM Client Connection platform. Ensure system reliability, usability, and alignment with business needs.
• CRM Platform Ownership & Optimization - Identify, troubleshoot, and resolve platform issues in a timely manner. Drive platform enhancements and continuous improvement initiatives.
• Performance & Analytics - Develop queries, segmentation, and data extraction to support operational and marketing initiatives. Partner with Business Analytics to design and deliver dashboards and performance reporting.
• Performance & Analytics - Monitor KPIs such as appointment confirmations, show rates, and outbound effectiveness. Identify trends, gaps, and opportunities to improve performance and customer engagement. Translate data into actionable insights and recommendations for leadership.
• Process & Workflow Management - Standardize CRM workflows, processes, and best practices across retail operations. Support cross-functional programs and operational initiatives requiring CRM integration. Partner with stakeholders to align CRM capabilities with evolving business needs.

Requirements

• 4–8+ years of experience in CRM, marketing operations, retail operations, or customer analytics roles.
• Strong experience with CRM platforms (Microsoft Dynamics, Salesforce, HubSpot, or similar).
• Proficiency in data analysis and querying (SQL, Excel, or BI tools preferred).
• Experience developing reporting, dashboards, and performance insights.
• Demonstrated ability to connect data to business outcomes and drive improvements.
• Strong process orientation with a focus on operational efficiency and scalability.
• Excellent cross-functional collaboration and communication skills.

Benefits

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Service Days & Diversity, Equity & Inclusion Initiatives