Director, CRM & Patient Experience Aurora, IL

Position Summary
The Director CRM & Patient Experience is a senior revenue-driving leadership role with clear decision rights responsible for transforming howAudioNovaacquires converts serves andretainspatients across the full 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:$170000 - $190000

Your role atAudioNova:

Sitting at the intersection of marketing sales and operations this role is a strategic growth lever forAudioNova owning patient lifecycle strategy CRM systems measurement and team performance ensuring every interaction drives both commercial impact and an exceptional patient experience.

Key Responsibilities

CRM Strategy & Revenue Accountability

• 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.

• TranslateAudioNovasbrand 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.
  
  

Funnel Performance & Commercial Impact

• Design execute and continuouslyoptimizeCRM 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.

Systems Onboarding Optimization & Measurement

• 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 includingdashboards lifecycle analytics funnel conversion modeling attribution and revenue impact measurement.

• Establish a unified patient-centered view across all touchpoints and channels.
  
  
  

Data Governance & Compliance

• 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 withAudioNovastandards.
  
  

Team Leadership & Operating Model

• Build lead and develop a high-performing US CRM & Patient Experience organization

• Balance technology enablement with strongpeopleleadership performance management and capability building.

• Define roles incentives operating rhythms and ways of working that drive accountability execution and results.
  
  

Decision Rights & Cross-Functional Leadership

• 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 whilemaintainingclear ownership and accountability.
  
  

What a Successful Candidate Brings

• 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.

Qualifications & Experience

• Proven experience leading CRM strategy and execution in a US-based revenue-drivenor patient-focused organization.

• Expertisein 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.

Statement of Other Duties:This document describes the major duties responsibilities and authorities of this job and is not intended to be a complete list of all tasks and functions. It should be understood therefore that incumbents may be asked to perform job-related duties beyond those explicitly described.

We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatmentin regard toemployment and opportunity for employment regardless of race color creed/religion sex sexual orientation marital status age mental or physical disability.