Head of Customer Aquisition

Duncan and Todd are the leading sight and hearing care specialists in Scotland.  In operation for over 50 years, the Group encompasses over 40 retail branches, a multi-million pound ophthalmic lens manufacturing laboratory, and a corporate eyecare provision.  The group is committed to providing the very best of care and service to its communities. 

Our aim since day one has always been to provide accessible, professional, quality eye and hearing care to local communities – irrespective of whether you live in a city or rural location, and with 43 practices across Scotland there will be one near you.

We are looking for a Head of Customer Acquisition to develop, execute, lead and scale our customer acquisition efforts.  You will be responsible for the entire acquisition funnel from strategy development to execution and optimisation. The role will report into the Chief Commercial Officer.

Specifically, you will: 

• Be responsible for driving increased numbers of high-quality customers into branches, increasing sales volumes and revenues.  

• Work closely with marketing, product, analytics and retail to drive sustainable business growth.  

• Use data and analytics to make informed decisions about improving customer acquisition for new customers and recalling and retaining increased percentages of existing customers.  

• Monitor industry trends and competitor activity to identify new growth opportunities as well as best practices across the industry. 

• Provide regular input to the leadership team regarding acquisition performance 

• Own the recall process and its deployment, working closely with marketing, retail teams and customer service. 

• Prevention of leakage from customer cancellations and non-attendance. 

• Own modelling and forecasting of customer volumes as single source of truth for demand and capacity planning 

We are looking for candidates with strong business analytics experience who have worked in a similar retail environment in a customer acquisition/sales role.  You are likely to have experience in a fast paced, high growth environment.  Sector experience is not essential. 

This is an exciting time to join D&T as we go through huge growth and transition, and you will have the opportunity to really make an impact and be part of our journey. 

You will spend time in the field, travelling across our national branch network.  Location is flexible, with at least 1 day a week required in our Aberdeen HQ.