Senior CRM & Customer Experience Manager

**Join Our Team as a Customer Marketing Manager**

About Us
Experience enhanced hearing with Boots Hearingcare. We specialise in tailored solutions for hearing challenges, offering comprehensive assessments, expert fittings, and dedicated aftercare. With our commitment to personalised care and cutting-edge technology, we aim to improve quality of life through better hearing. As part of the Sonova family, Boots Hearingcare benefits from decades of excellence, leading the industry in developing, manufacturing, and distributing hearing aids and cochlear implants.

About the Role:

As a Customer Marketing Manager, you'll play a key role in driving our sales growth through existing user communications (CRM). Reporting to the Head of Demand Marketing, you will be responsible for developing, implementing, and analysing our customer communication strategies. Collaborating with Sonova, external agency partners, and Boots UK, you will create and execute compelling campaigns to drive demand and enhance customer engagement.

Benefits at Boots Hearingcare

• Competitive salary: Up to £45,000

• Boots Discount Card: Receive exclusive discounts on a wide range of products at Boots stores.
• Free hearing aids if you need them as an employee!
• Free Flu Vaccine: Stay healthy with free flu vaccines available at Boots Pharmacies & Discounted for family members
• Pension Scheme: Secure your future with our comprehensive pension scheme.
• Flexible Benefit Box: Access our flexible benefit box to tailor benefits to suit your individual needs.
• Life Assurance Cover: Gain peace of mind with life assurance cover.
• Long Service Awards: Be recognised for your dedication with long service awards.
• Generous Annual Leave: Start with 25 days of annual leave, increasing with length of service to a maximum of 30 days, plus bank holidays.
• Telus: Access Telus, a confidential support network offering help and advice on matters both in and outside of work.

As a customer Marketing Manager, you will:

• Achieve revenue targets for Existing and Known customers.
• Lead demand-driving activities: annual planning, messaging, creative development, implementation, and analysis.
• Map and communicate the customer journey, identifying drop-off points and developing retention plans.
• Collaborate with New Customer Marketing and Digital Marketing teams for cohesive plans.
• Lead the recall program to motivate ongoing customer appointments.
• Develop and test targeted customer communication strategies.
• Manage the Boots Ad Card relationship and develop annual joint business plans (JBPs).
• Build relationships with other departments (Opticians, Pharmacy, etc.) to maximise partnerships.
• Lead targeted acquisition programs for new customers.
• Refine creative strategies through A/B testing to improve engagement and appointment rates.
• Create accurate, timely reports on marketing activities and customer insights.
• Manage the BTL budget and ensure effective inter-department communication.

Person Specification:

• 3-6 years of experience in a CRM/brand and/or communications role.
• Passion for understanding customer motivations and delivering compelling communication.
• Strong relationship-building skills across teams, senior management, and external suppliers.
• Excellent organisational skills with the ability to manage multiple complex projects.
• Ability to work independently, analyse data from various sources, and solve problems.
• Commercially and financially aware with a highly analytical mindset.
• Supportive of junior team members and the wider business.
• Attention to detail and accuracy in results.
• Ability to handle diverse workloads and work under pressure.
• Positive, dynamic, and can-do attitude.
• Willingness to travel within the UK and abroad.

Boots Hearingcare is an equal opportunity employer.

At Boots Hearingcare, we unite, nurture talent, and foster collaboration among individuals from diverse backgrounds to cultivate the strongest team in the marketplace. We are committed to ensuring equal treatment and opportunities for all candidates, regardless of their ethnic or national origin, religion, sexual orientation, marital status, gender, genetic identity, age, disability, or any other legally protected status. Join us in creating an inclusive and supportive environment where everyone can thrive and contribute to our shared success.

“We Care, We drive innovation, We strive for excellence, We build the best team”

We are currently unable to provide Certificates of Sponsorship.