CRM Product Manager

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.

Role Overview

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

Essential Duties and Responsibilities:

• 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.

Requirements:

• 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.

Lifestyle & 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

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.