Location: Remote US
Salary: $85,000 – $105,000 USD
Actual compensation within the range will be based on experience
We also offer quarterly variable compensation package (bonus) + benefits
About Specsavers
We are perhaps the biggest brand that you might not have heard of. Founded 40 years ago by optometrist couple Doug and Mary Perkins, Specsavers is a privately owned, family-run business that operates across 11 markets; the UK, Ireland, Netherlands, Sweden, Denmark, Norway, Finland, Spain, Australia, New Zealand, and Canada.
We’re the largest privately owned optical and audiology group in the world with an annual turnover of $5bn and care for the eyesight and hearing of over 35 million customers worldwide through our network of nearly 2000 stores.
Specsavers has grown every year since its launch in 1984 and our brand and marketing have been fundamental parts of that continued success. We’re a household name and market leader in all the markets we operate in, enjoying very high levels of brand awareness (95%+) and consideration (70%+) and a unique brand personality that sets us apart from the competition and that is loved by our customers across the world.
Our growth has been driven by consistently delivering a strong, customer-focused value proposition; great products, unrivaled service, expertise, and professional care, all at a low price.
Launching in the US:
We are poised to enter the US market, and to revolutionize the eyecare and eyewear for all. Fundamentally, we believe that quality eyecare and eyewear should be accessible to everyone. We are a disruptor, with strong values and a true passion for eye health. Our initial proposition will offer a range of contact lenses through e-commerce but as we grow, we plan to add sunglasses and Rx eyeglasses. Our launch positioning is centered around offering unbeatable value – high levels of care and expertise at prices that significantly undercut the competition.
Given the digital-only launch, it will be essential to develop social media strategies that maximize performance and engagement, building out community and conversation around our brand.
What You’ll Do
Purpose of the role
Specsavers is launching in the US, and we are seeking a dynamic Customer Relationship Management (CRM) Manager to drive our CRM strategy and enhance our brand presence. Reporting to the Ecommerce Director, you will play a pivotal role in establishing our customer communication strategy across verticals.
Responsibilities
CRM Strategy
- Take ownership of CRM as the in-house expert, with a deep understanding of email and SMS fundamentals and principles
- Collaborate in setting objectives, benchmarks and KPIs; create strategies guided by analytics to achieve them
- Drive multi-channel campaigns from strategy to deployment; working crossfunctionally across both internal and external resources to achieve
- Proactively seek out CRM trends, new opportunities and technologies, making recommendations where appropriate
Email + SMS
- Manage and maintain robust CRM content calendar, ensuring content is relevant, creative and on-brand
- Develop, A/B test and optimize email and SMS automated journeys and campaigns based on data-driven insights, also owning deployment processes and occasionally copywriting
- Audit transactional emails to ensure all customer communication is proactive, thorough and on-brand
Segmentation + Personalization
- Maintain email and SMS database, ensuring deliverability and integrity, while also encouraging growth
- Build a deep, analytics-based understanding of customer needs and preferences to develop key customer segments, develop lifecycle strategy, and inform personalized communication and offers
Membership
- In collaboration with leadership, assist in managing our membership platform (inclusive of a rewards and subscription program)
- Identify opportunities within membership to retain and excite customers and meet brand objectives
- Reporting + KPIs
- Consistently assess results of CRM activities against objectives and KPIs to determine success or areas of improvement
- Maintain regular reporting to share results and insights to business leadership and key stakeholders
Essential
What We’re Looking For
- 5-8 years of experience leading CRM across both strategy and execution, preferably within the healthcare space
- Strong analytical skills and the ability to translate data into actionable business insights and data-backed initiatives
- Proven project management skills with the ability to effectively collaborate across internal and external stakeholders, and prioritize multiple initiatives simultaneously
- Excellent interpersonal and communication skills, comfortable writing copy when necessary
- Experience with Klaviyo, Attentive preferred
- Experience in omnichannel CRM across digital and brick and mortar a plus
- Experience with SEO and SEM a plus
Our Fellow ‘Speccies’ Enjoy
- Generous vacation allotment
- Health, Dental and Vision insurance
- Quarterly performance bonus
Behaviours We Value
- Collaborative: We work together as one Specsavers to deliver our purpose
- Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
- Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
- Compassionate: We care, support, and help each other
- Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term
We hope that in applying with us, you value these things as well!
Equal Opportunity Employer
At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don’t meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.
