Global Marketing Automation Manager

Global Marketing Automation Manager – Audika Group
Audika Group is the retail division of hearing aids within Demant. We are highly specialized and committed to helping people find hearing solutions that work for them so they can stay connected and live the life they want.

As part of this, retaining our customers is a top priority. We have just created a new position focused on optimizing CRM and marketing automation solutions through thoughtful, data-driven customer engagement strategies.

This role requires a unique combination of technical expertise, strategic thinking, and the ability to navigate complexity to scale communication flows across local markets within a global context. If this sounds like you, we would love to hear from you.

A team of specialists
You will join the Customer Retention & Experience Team within Global Marketing. In this team, we specialize in managing every step of the customer retention chain - from data cleaning and validation to developing content and concepts, tracking activities, identifying optimization strategies, and facilitating test implementations.

As the 8th member of the team, you will experience close collaboration with daily communication to share ideas, spar, and discuss information as we support the same markets.

You will become part of our dynamic headquarters in Smørum, thoughtfully designed to promote collaboration, spark creativity, and drive innovation across diverse teams and functions.

At Audika Group, we value a supportive and inclusive work environment. Team spirit is at the heart of our culture, with regular team-building activities, open communication, and a commitment to work-life balance.

You will report to the Director of Customer Retention & Experience, Cathrine Solmunde. She has been with us for almost four years and has extensive experience of customer loyalty and - engagement. As manager Cathrine emphasizes open communication, collaboration, and a results-driven approach. She is committed to empowering her team by encouraging a supportive and engaging environment where ideas are encouraged, and individual contributions are recognized.

The center of automation is you
The vision is to establish a retention marketing environment centered on customer satisfaction, brand consistency, customer engagement and repurchase.

Our aim with this position is to increase test appointment bookings and completions, reducing hearing aid return rates, encourage attendance by family members or companions during test appointments and boost satisfaction and loyalty. The processes for doing so are present very local, which is why we want a global template.

To achieve this, we need a global template to streamline locally driven processes.

Your responsibilities will include:

• Across global markets you will design, implement and optimize automation flows, programs and campaigns in Microsoft Dynamics 365 Customer Insights – Journeys, and Click, Twilio and NPS.today to measurable commercial success by executing initiatives, managing workflows, establishing robust tracking, leveraging insights from business processes, and utilize integrated data from various platforms.
• You will perform regular performance reviews to assess, optimize and enhance the utilization and effectiveness of solution platforms.
• You will develop and maintain comprehensive best-practice documentation, ensuring accessibility and continuous learning for global and local teams.
• And you will manage and deliver global standard projects related to customer retention, ensuring alignment with commercial requirements and measurable outcomes.

Collaboration is key. You will work closely with your closest team colleagues in the Global Customer Retention & Experience Team, as well as with the local market Customer Retention and Performance Managers but also, with external partners and Hearing Care IT specialists within marketing automation. Building strong relationships across cultures and functions while aligning with stakeholders will be essential to your success.

You will be based onsite at our Smørum headquarters from day one. Travel activity will be very limited.

Solid experience
You bring an MSc in business, digital/service innovation or marketing/communication, with 3–5 years of experience designing and optimizing automation flows, campaigns, and CRM marketing programs using platforms such as Microsoft Dynamics 365 Customer Insights – Journeys.

Additionally, you have:

• Hands-on experience with marketing automation tools like Click and Twilio.
• The ability to define clear user stories, create actionable briefs for external partners, and meet implementation timelines.
• A collaborative mindset to work effectively across global and local teams, ensuring smooth implementation and strategic alignment.
• A strong sense of integrity and respect, building trust and fostering positive working environments when managing projects and stakeholders.
• A reputation for bringing innovative ideas and high energy to your work.

Fluency in English, both oral and written, is essential.

Ready to make your mark?
Send your CV and motivation no later than the 3rd of January 2024.

We are expecting to hold the 1st interview in week 3 and the 2nd interview in week 4.

If you have any questions, please contact Cathrine Solmunde, Director of Customer Retention & Experience at [email protected].

Please note that we only accept applications via our recruitment system.

We look forward to hearing from you.

At Demant we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from alle qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality. #LI-HYBRID #LI-BS1

About Audika Group
The Audika Group is the hearing care division of Demant and we are one of the world's leading hearing care retailers with more than 3,500 clinics in 25 markets. If you join our team, you are guaranteed an inspiring and motivating working environment in a highly international environment. You will work with a variety of different countries, cultures and perspectives, in close collaboration with amazing and committed colleagues.