CRM Manager

Joining the Hakim Group means becoming part of a close-knit family of independent optical practices across the UK and Ireland, where empowerment, innovation, and unwavering support create a truly fulfilling career.

WHAT’S IN IT FOR YOU?

Join a new CRM team at the heart of Hakim Group’s growth, with the opportunity to directly impact customer journeys, especially through our innovative recall programme. In return, we offer:

• Competitive salary based on experience and impact.
• Access to employee health plans and a financial flexibility fund.
• Exclusive offers and benefits via our rewards portal.
• A vibrant calendar of team events and celebrations.

Most importantly, you’ll be part of a supportive and growing team where accuracy, care, and collaboration are at the core of everything we do.

Hakim Group is growing fast and thinking smarter. We’re looking for a CRM Manager to help shape the future of lifecycle marketing across our group. You’ll lead the delivery and optimisation of customer journeys across key segments focusing on enhancing our recall programme. This role oversees a team and drives CRM transformation by developing data-driven, personalised journeys across email, SMS, direct mail, and digital channels to increase engagement, retention, and growth. Working closely with the Head of CRM, you’ll implement a new strategy that delivers measurable impact across the customer lifecycle.

Roles & Responsibilities

• Design and deliver personalised multi-channel campaigns (email, SMS, direct mail, digital) to drive engagement, retention, and commercial growth.
• Use customer behaviour and lifecycle data to inform segmentation, targeting, and testing strategies.
• Optimise campaign performance through A/B testing, analytics, and iteration.
• Identify new journey opportunities and provide strategic recommendations.
• Champion CRM best practices with Internal stakeholders and Practices and foster channel expertise across your team
• Support onboarding of new practices and align CRM: campaigns to practice capacity and readiness
• Manage and mentor three direct reports, supporting their development and ensuring delivery excellence

The Ideal Candidate
We’re looking for a CRM leader who blends strategic thinking with hands-on delivery:

• Proven expertise in CRM or lifecycle marketing, particularly in health, retail, or D2C sectors, showcasing a strong ability to drive customer engagement and retention.
• Expertise in designing and optimising multi-channel campaigns (email essential; SMS, direct mail, and digital a plus).
• Strong understanding of segmentation, targeting, and customer journey mapping.
• Hands-on experience with CRM and marketing automation platforms such as HubSpot, Salesforce, Blaze, or similar.
• Data-driven decision maker with experience in A/B testing, performance analysis, and reporting.
• Proven experience managing and developing a team with a collaborative leadership style.
• Passion for customer experience with a keen eye for detail.

Click apply now and a member of our recruitment team will be in touch.