Customer Retention & Relationship Manager

OutsideClinic; Swindon; On-site; GBP 34,000 - 40,000; Full time

Job summary

Join a forward-thinking company as a Customer Retention & Relationship Manager, where your skills will enhance customer engagement and loyalty. This role focuses on optimizing the customer journey, utilizing data analytics to drive insights, and collaborating across teams to ensure a cohesive experience. With a commitment to improving lives through at-home eye and hearing care, you'll play a vital role in understanding customer behaviors and implementing strategies to reduce churn. If you're empathetic and data-savvy, this opportunity is perfect for you.

Benefits

Private medical insurance

Life assurance (4x salary)

Health & wellbeing initiatives

Contributory pension scheme (up to 5%)

22 days' holiday plus bank holidays

Discounted eyewear and hearing products

Qualifications

• Experience in customer retention or relationship management roles.
• Strong understanding of customer lifecycle and behavior patterns.

Responsibilities

• Map and optimize the customer journey from first contact to post-appointment engagement.
• Utilize CRM data to derive insights and recommend actions.

Skills

Customer retention

CRM systems

Data analysis

Communication skills

Strategic thinking

Empathy

Job description

Job Title:

Customer Retention & Relationship Manager

Location:

Head office, Swindon

Reporting to:

Marketing Operations Manager

Salary:

Up to £40k pa

Hours:

Monday to Friday, 37.5 hours per week

Travel:

Swindon-based

Background

OutsideClinic, founded in 1997, is a leading provider of 'at home' eye and hearing care, with revenues of £40m and 400 employees, serving the older population who find visiting high street clinics challenging.

Job Summary

We seek a customer-focused, data-savvy individual to join as a Customer Retention & Relationship Manager. Reporting to the Marketing Operations Manager, this role involves strengthening customer relationships across their lifecycle, from initial contact to loyalty, by understanding behaviors and optimizing touchpoints to enhance engagement and trust in our services.

Principle Accountabilities

1. Map and optimize the customer journey from first contact to post-appointment engagement.
2. Identify drop-off points and implement strategies to reduce churn and improve rebooking.
3. Utilize CRM data and analytics to derive insights and recommend actions.
4. Enhance customer segmentation for targeted communications and offers.
5. Collaborate with marketing, customer service, clinical, and digital teams to ensure a cohesive customer experience.
6. Contribute to customer communication strategies, including emails, SMS, and loyalty campaigns.
7. Gather customer feedback, identify pain points, and work with departments to improve experiences.
8. Support promotion of cross-sell services to increase engagement.
9. Track and report key metrics such as rebooking rates, retention, and churn.

Skills & Attributes

1. Experience in customer retention, CRM, or relationship management roles.
2. Strong understanding of customer lifecycle and behavior patterns.
3. Proficiency in data analysis and CRM systems.
4. Excellent communication and collaboration skills.
5. Strategic and operational thinking abilities.
6. Empathy-driven with a customer-first approach.

Experience

1. Proven track record in CRM or related leadership roles.
2. Healthcare or similar sector experience preferred.

What We Offer

• Competitive salary
• Private medical insurance
• Life assurance (4x salary)
• Health & wellbeing initiatives
• Contributory pension scheme (up to 5%) after probation
• 22 days' holiday plus bank holidays
• Discounted eyewear and hearing products after qualifying period

This role is ideal for a curious, empathetic individual who understands the importance of great customer experiences in driving business success. Join us in our mission to improve lives through better sight and hearing, delivering care directly to our customers' homes.