Retention Manager, Database Prospects

Overview

Department: Marketing

Hybrid: 2 days a week in Somerset, NJ office

Hearing Life 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, Hearing Life 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 Hearing Life’s ability to fulfill its mission.

At Hearing Life, 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 Hearing Life Core Values:

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

The Retention Manager, Database Prospects is accountable for lower‑funnel performance for prospects and near‑conversion 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.

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

• Prospect journey reporting:
  Build clear reports on pipeline health, nurture performance, call‑center KPIs, and conversion (e.g., lead‑to‑conversion, appointment completion, cancellation‑to‑create, no‑show rate).
• Insight‑to‑action 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 non‑technical audiences.
• Lower‑funnel diagnostics:
  Identify gaps in prospect journeys (lead quality, follow‑up times, call‑center performance, drop‑off points).
• Tool proficiency:
  Use CRM systems plus Google Marketing Platform, Meta tools, and analytics platforms to extract actionable insights.
• Data‑driven 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.

• Lead capture & qualification (B2C; healthcare preferred):
  Deep understanding of intake, scoring, routing, and qualification logic.
• Nurture program execution:
  Drive rapid‑response and long‑term engagement programs triggered by behavior and tenure stage.
• Outbound channel optimization:
  Partner with call centers to refine scripts, KPIs, call cadence, and omni‑channel alignment (email, SMS, calls, chats).
• Satisfaction & experience insights:
  Leverage call quality, speed‑to‑lead, and…