Duncan & Todd - Head of Growth & CRM

About Duncan & Todd

Shape the future of customer growth for Scotland’s leading sight and hearing care provider.

Duncan & Todd has been delivering exceptional eye and hearing care across Scotland for more than 50 years. With 43 practices, a state of the art ophthalmic lens manufacturing laboratory and a growing audiology business, we are committed to helping our communities see, hear and live better.

As we continue to invest in our future, we are seeking an ambitious and commercially minded Head of Customer Growth & CRM to develop and lead our customer growth strategy across optical and audiology. This is a newly created, high impact role with responsibility for building a best in class CRM and customer lifecycle function that drives customer acquisition, retention, loyalty and long term value.

About the role

You will define and deliver a customer growth strategy that increases new customer numbers, improves retention and enhances customer lifetime value. Working closely with Marketing, Retail Leadership, Clinical Excellence and E-commerce teams, you will use customer insight, CRM capability and targeted communications to drive measurable business growth.

Key responsibilities include:

• Developing and implementing Duncan & Todd’s customer growth and retention strategy.
• Building and leading the CRM function, including systems, processes and team capability.
• Designing customer lifecycle programmes that improve engagement, loyalty and repeat purchasing.
• Owning and optimising optical recall and customer retention programmes.
• Creating customer segmentation strategies and personalised communications.
• Identifying opportunities to attract new customers and grow revenue from existing customers.
• Using customer data and analytics to improve campaign effectiveness and customer experience.
• Delivering actionable insight and performance reporting to branches and senior leadership.
• Managing CRM budgets, resources and compliance with GDPR requirements.

About You

We are looking for a commercially driven customer growth leader who combines strategic thinking with hands on delivery.

You will bring:

• Proven experience building or transforming CRM and customer lifecycle functions.
• A track record of increasing customer acquisition, retention and revenue growth.
• Strong knowledge of CRM platforms, data analytics, customer segmentation and lifecycle marketing.
• Experience owning customer value, loyalty and retention KPIs.
• Excellent stakeholder management and influencing skills.
• Strong commercial acumen and a data-driven approach to decision making.
• The ability to inspire teams and drive engagement across multiple functions.
• Expert knowledge of GDPR and customer communications compliance.

Experience within healthcare, retail, or another customer focused service environment would be advantageous.

This is an exciting time to join D&T as we go through huge growth and transition, and you will have the opportunity to really make an impact and be part of our journey.

Location is flexible, with at least 1 day a week required in our Aberdeen HQ and some time spent in the field, travelling across our national branch network.

For a confidential discussion, please contact Megan Shearer or Ailsa Sutherland at FWB or at applications@fwbltd.com