Overview
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.
Salary
Salary up to £40k per annum (5 days / 40 hours per week Monday to Friday 9am – 5:30pm)
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:
- 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
Please see our candidate privacy notice here for details on how we use and store your information: https://bit.ly/bayfieldsprivacy
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Sales, Customer Service, and Management
Industries
- Retail, Telephone Call Centers, and Telecommunications
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