At a Glance
- Tasks: Manage and optimise customer journeys to enhance engagement and retention.
- Company: Join Duncan & Todd, a leading optical and hearing care provider in Scotland.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
- Why this job: Make a real impact on customer experiences and drive business success.
- Qualifications: Experience in CRM management and a passion for customer engagement.
The predicted salary is between 35000 - 45000 £ per year.
Duncan & Todd Group is one of the leading optical and hearing care providers based in Scotland. In operation for over 50 years, our brands include: Duncan and Todd, 2020, Douglas Dickie, JM Macdonald, James Hughes, Browns, IC Andrew, Smart Employee Eyecare, and Caledonian Optical.
Purpose
Own the day-to-day management and optimisation of Duncan & Todd's customer lifecycle programme, ensuring customers receive relevant, timely and personalised communications that improve retention, recall performance, conversion and customer lifetime value.
Key Responsibilities
- Lifecycle Marketing
- Own all customer lifecycle journeys across the business.
- Design and manage automated customer journeys including:
- Recall cycle
- Appointment reminders
- RX No Purchase journeys
- Prescription expiry reminders
- Re-engagement campaigns
- Ecommerce post-purchase journeys
- Cross-sell and upsell journeys
- Continuously review and improve customer touchpoints.
CRM & Automation
- Manage HubSpot CRM and marketing automation platform.
- Build, maintain and optimise workflows, automations and nurture programmes.
- Ensure data flows correctly between Optix, Shopify, HubSpot and future integrations.
- Support future API and middleware projects.
- Implement and manage customer segmentation strategy.
- Develop audience rules and targeting frameworks.
- Deliver increasingly personalised customer communications.
- Work closely with Digital Brand Manager on customer data initiatives.
- Work closely with Marketing Executive on content creation.
Performance & Reporting
- Monitor key CRM metrics including:
- Recall conversion
- Appointment bookings
- Ecommerce conversion
- Produce monthly CRM performance reports.
- Identify opportunities for optimisation and testing.
- Develop testing roadmap.
- Conduct A/B testing across emails, journeys and audience segments.
- Improve customer engagement and conversion rates through continuous optimisation.
CRM Manager employer: Duncan and Todd Opticians
Duncan & Todd Group is an excellent employer, offering a vibrant and supportive work culture that prioritises patient care and employee development. With competitive pay and benefits, as well as opportunities to enhance your management skills, working at our Elgin branch means being part of a dedicated team in a fast-paced environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Duncan and Todd Opticians and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Duncan and Todd Opticians are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Duncan and Todd Opticians on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Duncan and Todd Opticians. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Duncan and Todd Opticians. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Duncan and Todd Opticians:Show us that you’ve done your homework! In your application, briefly mention what you admire about Duncan and Todd Opticians’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Duncan and Todd Opticians
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Duncan and Todd Opticians will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Duncan and Todd Opticians, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
