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About the Role
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.
Responsibilities
- Own administration, configuration, and ongoing optimization of the CRM Client Connection platform.
- Ensure system reliability, usability, and alignment with business needs.
- Identify, troubleshoot, and resolve platform issues in a timely manner.
- Drive platform enhancements and continuous improvement initiatives.
- Develop queries, segmentation, and data extraction to support operational and marketing initiatives.
- Partner with Business Analytics to design and deliver dashboards and performance reporting.
- 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.
- 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.
Skills
- CRM administration
- CRM configuration
- CRM optimization
- Platform issue troubleshooting
- Platform enhancement
- Continuous improvement
- Data analysis
- Data querying
- SQL
- Excel
- BI tools
- Reporting
- Dashboard development
- Performance insights
- Process standardization
- Workflow management
- Cross-functional collaboration
- Communication
Location
- Remote (Western US)
Work Type
- Remote
- Full-time
Experience Level
- Mid-level
- Senior-level
Salary/Compensations
- $90,000 – $110,000 base salary + 10% bonus
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
About the Company
- WSA is a global leader in the hearing aid industry.
- 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.
Equal Opportunity
- 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.