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 funnel.AudioNovais 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:$170,000 - $190,000

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

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  Define and lead the CRM strategy as a core revenue and patient engagement driver.

  
  

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  Own outcomes across the patient funnel, including lead conversion, appointment booking, show rate, completed appointments, retention, and lifetime patient value.

  
  

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  TranslateAudioNova'sbrand promise and US growth ambition into CRM programs that deliver both measurable business performance and outstanding patient experience.

  
  

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  Own the US CRM roadmap, ensuring alignment with business growth, operational scalability, and patient-centered priorities.

  
  

Funnel Performance & Commercial Impact

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  Design, execute, and continuouslyoptimizeCRM programs to improve:

  
  
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  Lead conversion and appointment scheduling

  
  
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  Appointment show rate and completion

  
  
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  Retention, repeat visits, and lifetime patient value

  
  

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  Partner closely with Marketing, Sales, and Operations to ensure CRM initiatives deliver tangible, measurable revenue and patient engagement outcomes.

  
  

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  Share accountability for full-funnel performance, not just top-of-funnel activity.

  
  

Systems Onboarding, Optimization & Measurement

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  Own the CRM platform strategy for the US, including onboarding, implementation, integrations, and ongoing optimization.

  
  

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  Lead vendor management and technology decisions to ensure platforms are secure, scalable, and fit for purpose.

  
  

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  Build and mature CRM measurement and reporting capabilities, includingdashboards, lifecycle analytics, funnel conversion modeling, attribution, and revenue impact measurement.

  
  

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

  
  

Data, Governance & Compliance

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  Define and own CRM KPIs, reporting, and performance frameworks directly tied to revenue and patient outcomes.

  
  

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  Ensure data quality, governance, and effective insights-driven decision-making.

  
  

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  Ensure compliance with US data privacy, consent, and regulatory requirements, in line withAudioNovastandards.

  
  

Team Leadership & Operating Model

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

  
  

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

  
  

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

  
  

Decision Rights & Cross-Functional Leadership

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  Hold clear ownership over CRM strategy, lifecycle programs, technology stack, performance frameworks, and patient engagement processes - in close partnership with functional leaders.

  
  

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  Act as a senior cross-functional leader, aligning Marketing, Sales, IT, Data, and Operations around shared growth and patient experience goals.

  
  

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  Operate effectively in a matrixed environment whilemaintainingclear ownership and accountability.

  
  

What a Successful Candidate Brings

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  Focused on revenue, conversion, and patient lifetime value.

  
  

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  Able to build scalable systems, processes, and teams.

  
  

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  Fluent in using insights to drive business and patient outcomes.

  
  

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  Credible, collaborative, and influential across functions.

  
  

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  Energized by creating structure, systems, and capabilities in a growing organization.

  
  

Qualifications & Experience

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

  
  

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  Expertisein customer/patient lifecycle management, segmentation, personalization, and journey orchestration.

  
  

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  Hands-on experience with enterprise CRM platforms (e.g., Salesforce, Microsoft Dynamics, Adobe, or similar), including implementation and optimization.

  
  

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  Demonstrated ability to translate patient data into measurable commercial and engagement outcomes.

  
  

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  Experience leading multi-layered teams and developing leaders.

  
  

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  Strong partnership skills with senior stakeholders across Marketing, Sales, and Operations.

  
  

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  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.