Retention Manager, Database Prospects

Department: Marketing

Hybrid: 2 days a week in Somerset, NJ office

HearingLife is part of the Demant Group, a global leader in hearing healthcare and technology with over 115 years of history. As one of the world's most innovative hearing health companies, Demant is dedicated to helping people rediscover hearing through solutions that enhance quality of life, break down barriers, and connect people to the world around them.

Headquartered in Denmark, Demant operates in more than 130 countries and offers a comprehensive portfolio of hearing aids, audiometric equipment, personal communication, and hearing care services. The organization has established Centers of Excellence (COE) for key functions-such as marketing, digital transformation, and customer experience-fostering collaboration and driving best practices across its global teams.

As a proud member of this global organization, HearingLife leverages Demant's industry-leading expertise and COE resources to deliver exceptional care through a network of 600+ locations across the United States. Close collaboration with global partners in Denmark ensures alignment on strategy and access to cutting-edge innovations that enhance HearingLife's ability to fulfill its mission.

At HearingLife, we strive to fulfill Demant's mission of "Hearing is Our Passion" by expanding our reach and empowering more individuals to experience the life-changing benefits of better hearing.

This Team Member must uphold the HearingLife Core Values:

• We create trust
• We are team players
• We apply a can-do attitude
• We create innovative solutions

POSITION OVERVIEW

The Retention Manager, Database Prospects is accountable for lowerfunnel performance for prospects and nearconversion audiences. You will design and run nurture programs, partner with call centers to improve contact and qualification outcomes and turn data into action to remove friction from the path to booking, show, and conversion - while maintaining rigorous compliance and an excellent customer experience.

Key Responsibilities (by Category & Weight)

Strategy Development (10%)

• Nurture program design: Design, implement, and optimize short and longterm nurture journeys tailored to prospect intent and behavior.
• Digital funnel expertise: Apply a strong understanding of digital acquisition channels, lead qualification, handover processes, and lowerfunnel response marketing.
• Experimentation & A/B testing: Design tests to improve contactability, conversion rates, callcenter performance, and customer experience throughout the funnel.

Reporting & Analysis (30%)

• Prospect journey reporting: Build clear reports on pipeline health, nurture performance, callcenter KPIs, and conversion (e.g., leadtoconversion, appointment completion, cancellationtocreate, noshow rate).
• Insighttoaction mindset: Translate findings into operational improvements with clear owners and timelines.
• Analytic tools: Demonstrate familiarity with Looker, Power BI, CRM dashboards, and marketing analytics tools.
• Stakeholder presentation: Synthesize findings and communicate recommendations clearly to technical and nontechnical audiences.
• Lowerfunnel diagnostics: Identify gaps in prospect journeys (lead quality, followup times, callcenter performance, dropoff points).
• Tool proficiency: Use CRM systems plus Google Marketing Platform, Meta tools, and analytics platforms to extract actionable insights.
• Datadriven segmentation: Segment audiences (prospects) by intent, engagement level, channel, and likelihood to convert.
• Regulatory knowledge: Operate with working knowledge of TCPA, state privacy laws (CCPA/CPRA, VCDPA, CPA), and HIPAA.

Audience Engagement (15%)

• Lead capture & qualification (B2C; healthcare preferred): Deep understanding of intake, scoring, routing, and qualification logic.
• Nurture program execution: Drive rapidresponse and longterm engagement programs triggered by behavior and tenure stage.
• Outbound channel optimization: Partner with call centers to refine scripts, KPIs, call cadence, and omnichannel alignment (email, SMS, calls, chats).
• Satisfaction & experience insights: Leverage call quality, speedtolead, and experience metrics to improve conversion.

Collaboration (30%)

• Stakeholder management: Work across Acquisition and Analytics (and adjacent teams) to drive funnel improvements.
• Callcenter partnership: Align internal call center on goals, KPIs, contact strategy, QA, and feedback loops.
• Crossfunctional influence: Coordinate funnel improvements across channels and teams; influence without direct authority.
• Leadership of initiatives: Lead multiteam projects from ideation to execution and performance tracking.

Program & Campaign Management (15%)

• Funnel management: Manage and optimize lowerfunnel journeys to maintain highquality lead flow and strong conversion rates.
• Performance tracking: Monitor KPIs (CPL, contact rate, booking rate, show rate, conversion) and proactively address gaps.
• Business alignment: Align nurture efforts with local and global business priorities.
• Project leadership: Deliver improvements on time with measurable results.

• Bachelor's Degree (Business, Marketing, or related field)
• 5+ years of experience in CRM, retention marketing, or lifecycle marketing.
• Strong knowledge of email, SMS, and direct mail marketing best practices.
• Experience with marketing automation platforms (Salesforce Marketing Cloud, HubSpot, etc.).
• Proficiency in A/B testing, customer segmentation, and data analytics.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent project management and cross-functional collaboration skills.
• Strong ability to manage multiple projects and deadlines under tight timelines.
• Excellent stakeholder management and persuasive communication skills.
• Advanced proficiency with CRM systems, data management, and analytics tools.
• Track record of delivering measurable improvements in conversion or funnel performance.
• Experience managing budgets for CRM or leadmanagement activities.

How success is measured: Sustained uplift in contact, booking, show, and conversion rates; reduced speedtolead and noshows; improved QA outcomes; consistent reporting cadence and adoption across stakeholders.

Target Salary: 80 - 90k plus bonus

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.

#HearingLife_US

#LI-WJ1

#LI-ON