Marketing Angels were able to step in and take over the duties of Customer Loyalty & Retention Manager for five months until the position was filled. We developed and implemented three key projects during that period: a customer journey, a retail campaign and a lead nurture journey.
With Marketing Angels help, the rest of Connect Hearing Australia’s marketing team, including their Head of Marketing, could concentrate on their responsibilities and achieve their goals.
Connect Hearing Australia is a leading provider of healthcare hearing services across Australia, with 140+ centres nationwide. It’s part of Sonova, a leading manufacturer of innovative hearing care solutions in over 100 countries worldwide.
Connect Hearing approached us as their Customer Loyalty & Retention Manager was leaving. This crucial role was responsible for customer retention. The responsibilities included weekly communication with all existing customers about their hearing aid journey and nurturing all leads. In a nutshell, it was a vital role being vacated, and the Head of Marketing and Omnichannel had difficulty finding a suitable candidate.
They needed someone to step in immediately and take it over temporarily. Connect Hearing required someone with experience who did not need their hand held—someone who could take ownership of the role and work with key internal stakeholders and suppliers.
We were able to step in and perform all responsibilities, which included:
We developed a customer journey nurture strategy from when new customers started their hearing journey, keeping them updated through a series of eDMs.
We also worked on a lead nurture journey that involved building a meaningful and trust-filled relationship as they started enquiring about their hearing health journey.