The 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, and Smart Employee Eyecare.
We are currently recruiting for a CRM Manager to join the Duncan & Todd Group. This role will be full time working Monday to Friday.
The successful candidate will 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:
o Recall cycle
o Appointment reminders
o RX No Purchase journeys
o Prescription expiry reminders
o Re-engagement campaigns
o Ecommerce post-purchase journeys
o Cross-sell and upsell journeys
o 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
- Customer retention
- Customer lifetime value
- Email engagement
- Ecommerce conversion
- Produce monthly CRM performance reports.
- Identify opportunities for optimisation and testing.
Testing & Optimisation
- Develop testing roadmap.
- Conduct A/B testing across emails, journeys and audience segments.
- Improve customer engagement and conversion rates through continuous optimisation.
Success Measures
- Recall conversion rate
- Retention rate
- Customer lifetime value
- Ecommerce conversion from CRM
- Email engagement performance
- Customer reactivation rates
Candidate Profile:
We offer a fast paced and dynamic working environment and we are looking for someone who enjoys a challenge, is capable of hitting the ground running from day one.
- Previous experience HubSpot Experience
- Experience in Lifecycle marketing ownership
- Segmentation and Ecommerce CRM experience
- Good verbal and written communication and email automation expertise
- High attention to detail and accuracy
As a company, the D&T Group offer:
- Competitive salary
- Staff Discount including; 2 x 100% off discount vouchers for spectacles, sunglasses or annual supply of contact lenses per calendar year + generous discount for family and friends
- High Street Vouchers: Discounts for high street shops, supermarkets, restaurants and cinemas through our partner discount platform.
- Employee Assistance Programme: Comprehensive support for all employees from our partners, Care First
- The opportunity to work for a company that cares.
- Career progression opportunities and further training.
Work Location: In person
