Director, CRM & Patient Experience - Aurora, IL

Sonova AG•Aurora, IL

8d•$170,000 - $190,000•Hybrid

About The Position

Position Summary The Director, CRM & Patient Experience is a senior, revenue-driving leadership role with clear decision rights, responsible for transforming how AudioNova acquires, converts, serves, and retains patients across the full funnel. AudioNova is rapidly expanding its presence in the US, and CRM is a critical engine for growth and patient engagement. Corporate Office: Aurora, IL – Hybrid Schedule with two remote days Salary: $170,000 - $190,000 Your role at AudioNova: Sitting at the intersection of marketing, sales, and operations, this role is a strategic growth lever for AudioNova — owning patient lifecycle strategy, CRM systems, measurement, and team performance — ensuring every interaction drives both commercial impact and an exceptional patient experience.

Requirements

Proven experience leading CRM strategy and execution in a US-based, revenue-driven or patient-focused organization.
Expertise in customer/patient lifecycle management, segmentation, personalization, and journey orchestration.
Hands-on experience with enterprise CRM platforms (e.g., Salesforce, Microsoft Dynamics, Adobe, or similar), including implementation and optimization.
Demonstrated ability to translate patient data into measurable commercial and engagement outcomes.
Experience leading multi-layered teams and developing leaders.
Strong partnership skills with senior stakeholders across Marketing, Sales, and Operations.
Solid understanding of data privacy and consent management requirements in the US.

Nice To Haves

Focused on revenue, conversion, and patient lifetime value.
Able to build scalable systems, processes, and teams.
Fluent in using insights to drive business and patient outcomes.
Credible, collaborative, and influential across functions.
Energized by creating structure, systems, and capabilities in a growing organization.

Responsibilities

Define and lead the CRM strategy as a core revenue and patient engagement driver.
Own outcomes across the patient funnel, including lead conversion, appointment booking, show rate, completed appointments, retention, and lifetime patient value.
Translate AudioNova’s brand promise and US growth ambition into CRM programs that deliver both measurable business performance and outstanding patient experience.
Own the US CRM roadmap, ensuring alignment with business growth, operational scalability, and patient-centered priorities.
Design, execute, and continuously optimize CRM programs to improve: Lead conversion and appointment scheduling Appointment show rate and completion Retention, repeat visits, and lifetime patient value
Partner closely with Marketing, Sales, and Operations to ensure CRM initiatives deliver tangible, measurable revenue and patient engagement outcomes.
Share accountability for full-funnel performance, not just top-of-funnel activity.
Own the CRM platform strategy for the US, including onboarding, implementation, integrations, and ongoing optimization.
Lead vendor management and technology decisions to ensure platforms are secure, scalable, and fit for purpose.
Build and mature CRM measurement and reporting capabilities, including dashboards, lifecycle analytics, funnel conversion modeling, attribution, and revenue impact measurement.
Establish a unified, patient-centered view across all touchpoints and channels.
Define and own CRM KPIs, reporting, and performance frameworks directly tied to revenue and patient outcomes.
Ensure data quality, governance, and effective insights-driven decision-making.
Ensure compliance with US data privacy, consent, and regulatory requirements, in line with AudioNova standards.
Build, lead, and develop a high-performing US CRM & Patient Experience organization
Balance technology enablement with strong people leadership, performance management, and capability building.
Define roles, incentives, operating rhythms, and ways of working that drive accountability, execution, and results.
Hold clear ownership over CRM strategy, lifecycle programs, technology stack, performance frameworks, and patient engagement processes — in close partnership with functional leaders.
Act as a senior cross-functional leader, aligning Marketing, Sales, IT, Data, and Operations around shared growth and patient experience goals.
Operate effectively in a matrixed environment while maintaining clear ownership and accountability.