WSA is a global leader in the hearing aid industry. 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.
Part of WSA, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.
The CRM Retail Systems & Performance Manager is responsible for owning the performance, optimization, and day-to-day management of the CRM Client Connection platform. This role ensures the system effectively supports retail operations while driving measurable improvements in customer engagement, appointment conversion, and outbound calling effectiveness.
This individual will partner cross-functionally with Retail, Marketing, and Business Analytics teams to enhance visibility into performance, improve CRM adoption, and enable data-driven decision making across the organization.
Location: Remote (Western US)
Compensation
$90,000 – $110,000 base salary + 10% bonus
Final compensation will be based on experience, skills, and qualifications.
Why This Role Matters
This role plays a critical part in connecting CRM capabilities to real business outcomes. By improving visibility, accountability, and performance across retail operations, the CRM Retail Systems & Performance Manager directly contributes to revenue growth and operational efficiency.
What Success Looks Like
Increased CRM adoption and consistent usage across retail teams
Measurable improvement in appointment confirmation rates and show rates
Clear, actionable dashboards and reporting used by leadership
Streamlined workflows that reduce friction and improve performance
Identification and execution of high-impact opportunities to improve outbound effectiveness
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.
4–8+ years of experience in CRM, marketing operations, retail operations, or customer analytics roles.
Strong experience with CRM platforms (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.
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
The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.
Driven by the passion to improve quality of people’s lives, WSA 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.
With truly differentiated brands like Widex, Signia, Rexton, Audio Service and Vibe, and with diverse assets across wholesale, retail, online, managed care and diagnostic solutions, we are active in over 130 markets. WSA employs 12,500+ people and is privately owned by the Tøpholm and Westermann families and the Lundbeck Foundation, as well as funds under the management of EQT. As a global leader, our ambition is to unlock human potential by making wonderful sound part of everyone’s life.
