CRM Manager

at  Specsavers

Location: Remote (Western US Only)
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

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