Job Title: Customer Retention & Relationship Manager

Location: Head office, Swindon

Reporting to: Marketing Operations Manager

Salary: Up to £40k pa

Hours: Monday to Friday 37.5 hours per week

Travel: Swindon-based

Background

OutsideClinic was founded in 1997 and has developed to become a leading provider of ‘at home’ eye care and hearing care. The business has revenues of £40m and employs 400 people. The business provides services to the older population group, that find it challenging to visit the high street.

Job Summary

We’re looking for a customer-focused and data-savvy individual to join our team as a Customer Retention & Relationship Manager. Sitting within the Marketing function and reporting to the Marketing Operations Manager, this role is all about strengthening customer relationships across the full lifecycle – from their first interaction with our brand through to long-term loyalty.

You’ll take a leading role in understanding customer behaviours and touchpoints, identifying where customers fall away, and uncovering opportunities to make our journey more engaging, personal, and rewarding. Your work will help ensure customers feel valued, connected, and inspired to return – and ultimately trust in the brand enough to explore our wider services, whether optometry, audiology, or emerging new offerings.

Principle Accountabilities

• Map and continuously optimise the end-to-end customer journey, from first call or website interaction, through to post-appointment engagement.
• Identify drop-off points and implement strategies to reduce churn, improve rebooking rates, and extend customer lifetime value.
• Use CRM data and customer analytics to generate insights on behaviours, booking trends, and service usage. Identify patterns and recommend actions.
• Refine and deepen customer segmentation to better target communications, offers, and services that resonate with specific groups.
• Work closely with teams across marketing, CS teams, clinical services, and digital to ensure a joined-up approach to the customer experience.
• Help shape customer communication strategies – including emails, SMS, post-appointment messaging, and loyalty campaigns – to drive engagement and retention.
• Champion the customer within the business. Gather feedback, identify pain points, and work with departments to improve experiences and perceptions.
• Support the promotion of cross-sell services, ensuring the journey encourages broader brand engagement.
• Track and report on key metrics including rebooking rates, retention levels, average order value, multi-service uptake, and churn.

Skills & Attributes

• Experience in a customer retention, CRM, or relationship management role.
• Strong understanding of customer lifecycle and behaviour patterns.
• Proficient in using data and analytics to inform decision-making.
• Familiarity with CRM systems and customer segmentation.
• Excellent communication and collaboration skills.
• Ability to think both strategically and operationally.
• Empathy-driven with a strong customer-first mindset.

Experience

• Proven track record in CRM or a commercially focused leadership role.
• Ideally, experience in healthcare or a similar sector.

What we offer

• Competitive salary.
• Private medical insurance
• Life assurance (4x salary)
• Access to health & wellbeing initiatives
• Contributory pension scheme (matched up to 5% upon successful completion of the probationary period)
• 22 days' holiday plus bank holidays
• Discounted eyewear and hearing products after a qualifying period

This is an exciting opportunity for someone that’s naturally curious and empathetic – always wanting to understand how people feel, what they need, and how we can better support them. You’re also commercially aware and recognise that great customer experiences drive business success. You’ll be joining a brand built on trust, care, and expertise, and you’ll be instrumental in making sure our customers feel that in every interaction.