Head of CRM

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.
  
  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.
  
  Competitive salary, bonus and benefits.
• Career development within EssilorLuxottica, a global leader in eyewear and eye care.