Head of CRM

VISION EXPRESS; Nottingham; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Bonus

Hybrid work

Career development

Job summary

Vision Express, part of EssilorLuxottica, is seeking a strategic Head of CRM to lead CRM strategy across Vision Express and David Clulow. You will shape customer journeys using data and technology to drive loyalty, eye exam volumes and business growth.

You will influence senior leaders, champion customer voice, and build a high-performing CRM team in a hybrid Nottingham setting.

Qualifications

• Proven CRM leadership experience in a large-scale B2C environment.
• Track record of driving customer growth and transformational change.
• Strong commercial and analytical capability.
• Experience managing large customer databases and CRM programmes.
• Confident influencing senior stakeholders and executive teams.
• Engaging communicator with excellent presentation and storytelling skills.

Responsibilities

• Define and deliver our CRM strategy across Vision Express and David Clulow.
• Drive customer acquisition, retention, loyalty and reactivation.
• Create data-led, personalised customer journeys that improve engagement and performance.
• Turn insight into action, identifying opportunities for growth and optimisation.
• Partner with senior leaders across Marketing, Retail, Ecommerce and Commercial functions.
• Lead, coach and develop a high-performing CRM team.
• Champion a customer-first culture across the business.

Skills

CRM leadership

Stakeholder influence

Analytical skills

Data-driven

Team leadership

Job description

Head of CRM

Ruddington, Nottingham | Hybrid

Put the customer at the heart of growth.

At Vision Express and David Clulow, we're looking for a strategic CRM leader who can turn customer insight into commercial impact.

Leading a database of over 2 million active customers, you'll shape how we acquire, engage and retain customers, using data, technology and personalised experiences to drive loyalty, increase eye exam volumes and support business growth.

This is a high-profile role with the opportunity to influence senior leaders, champion the voice of the customer and lead the next chapter of our CRM strategy.

What You'll Do

• Define and deliver our CRM strategy across Vision Express and David Clulow.
• Drive customer acquisition, retention, loyalty and reactivation.
• Create data-led, personalised customer journeys that improve engagement and performance.
• Turn insight into action, identifying opportunities for growth and optimisation.
• Partner with senior leaders across Marketing, Retail, Ecommerce and Commercial functions.
• Lead, coach and develop a high-performing CRM team.
• Champion a customer-first culture across the business.

What Success Looks Like

• Increased customer loyalty and retention.
• Reduced customer churn.
• Growth in active customers and customer lifetime value.
• More effective acquisition and reactivation campaigns.
• Increased eye exam volumes and commercial performance.

What We're Looking For

• Proven CRM leadership experience in a large-scale B2C environment.
• A track record of driving customer growth and transformational change.
• Strong commercial and analytical capability.
• Experience managing large customer databases and CRM programmes.
• Confident influencing senior stakeholders and executive teams.
• An engaging communicator with excellent presentation and storytelling skills.

Why Join Us?

• Shape CRM strategy for two leading optical brands.
• Influence business decisions at a senior level.
• Hybrid working from our Nottingham Support Office.
• Competitive salary, bonus and benefits.
• Career development within EssilorLuxottica, a global leader in eyewear and eye care.

About Us

EssilorLuxottica is the global leader in eyewear and eye care. Through our Optical Retail division, including Vision Express and David Clulow, we're helping millions of customers see more and be more every day.

If you're excited by the opportunity to combine customer insight, commercial thinking and transformational leadership to drive growth, we'd love to hear from you.