Director, CRM & Patient - Aurora, IL

Select how often (in days) to receive an alert:

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self‑motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

162185

The Director, CRM & Patient Experience is a senior, revenue‑driving leadership role with clear decision rights, responsible for transforming how Audio Nova acquires, converts, serves, and retains patients across the full funnel. Audio Nova is rapidly expanding its presence in the US, and CRM is a critical engine for growth and patient engagement.

Aurora, IL – Hybrid Schedule with two remote days

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

• 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.
• Translate Audio Nova’s brand 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.

Design, execute, and continuously optimize CRM 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.

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, including dashboards, lifecycle analytics, funnel conversion modeling, attribution, and revenue impact measurement.

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

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 with Audio Nova standards.

Build, lead, and develop a high‑performing US CRM & Patient Experience organization. Balance technology enablement with strong people leadership, performance management, and capability building. Define roles, incentives, operating rhythms, and ways of working that drive accountability, execution, and results.

Hold clear ownership over CRM…