Esholt, West Yorkshire, BD17 7RH
Salary up to £40k per annum (5 days / 40 hours per week Monday to Friday 9am - 5:30pm)
Bayfields Opticians & Audiologists have an exciting opportunity for a Client Communications Manager (Contact Centre Manager) to lead our central communications team at our Head Office in Esholt (BD17 7RH). This is a pivotal role focused on driving client engagement, optimising appointment bookings, and enhancing retention through strategic communications and CRM-led marketing initiatives.
What You’ll Be Doing
As our Client Communications Manager, you will:
* Lead and coach a high-performing team to meet KPIs through regular performance reviews and data dashboards.
* Use real-time and historical data to forecast demand, identify booking gaps, and implement targeted campaigns to fill diaries.
* Design and optimise multi-channel communication journeys (email, SMS, phone, letter) that support the full client lifecycle—from first contact to recall and rebooking.
* Champion CRM best practices, ensuring accurate segmentation, personalised messaging, and campaign tracking.
* Collaborate with Marketing to align messaging and campaigns with brand and business goals.
* Continuously improve recall and reminder processes using A/B testing and performance metrics.
* Support newly acquired practices by integrating them into Bayfields’ communications and booking processes.
What We’re Looking For
* Proven experience in a client communications role or senior contact centre
* Strong understanding of CRM systems and marketing automation tools
* Ability to translate data into actionable insights
* Experience with A/B testing and campaign performance analysis
* Excellent leadership, coaching, and mentoring skills
* Proficiency in Excel, Word, and CRM administration (preferred)
* A strategic thinker with a client-centric mindset
Key Performance Indicators
* Call volume and appointment booking rates
* CRM engagement metrics (open rates, click-throughs, conversions)
* Recall and reactivation success rates
* Client retention and rebooking rates
* Team performance improvement over time
Why Join Us?
We’re proud to be an independent national business that values local relationships and personal choice. We offer:
* 5 weeks’ holiday (plus bank holidays)
* An extra day off for your birthday
* Company pension scheme
* Cycle to work scheme
* Simply Health membership
* Staff discounts (including a £350 annual voucher for glasses or sunglasses)
* Friends and family discounts on eye and hearing care
Ready to lead a team that’s passionate about delivering obsessively great service? Apply now and help us shape the future of client communications at Bayfields Opticians & Audiologists.
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