Contact Center Manager

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:

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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