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SpecsaversCRM Manager
CRM Manager at Specsavers shaping customer connections through innovative multi - channel campaigns. Collaborating with creative teams and monitoring performance to inform future strategies.
About the role
- Conduct customer onboarding sessions for new accounts
- Guide customers through product features and initial setup
- Handle inbound customer inquiries via phone and email
- Conduct regular check-in calls with assigned accounts
- Monitor customer health metrics and proactively identify at-risk accounts
- Troubleshoot technical issues and provide product guidance
- Manage contract renewals and identify expansion opportunities
- Cross-sell additional features or services to existing customers
- Document customer feedback and feature requests
- Work closely with Product and Technical teams on issue resolution
- Contribute to product roadmap development based on customer insights
- Support automation initiatives to improve efficiency
- Support the sales team when necessary with responding to leads and uncovering customer needs
- Maintain CRM data accuracy and lead tracking
- Support marketing activities including newsletters and webinars
Requirements
- Strong communication skills in Swedish, written and verbal
- A genuine interest in customer service and relationship building
- Ability to explain technical concepts clearly and confidently to non-technical audiences
- Comfortable handling customer queries over phone, email, and video calls
- Organised and detail-oriented, with the ability to manage multiple customer interactions at once
- Proactive problem-solver who can troubleshoot and find solutions with guidance
- Team player with the willingness to collaborate across Customer Success, Product, Sales, and Marketing
- Curious and eager to learn, with the motivation to develop a career in Customer Success
- Prior experience in a customer-facing role (support, hospitality, retail, or similar) is desirable but not required
- Familiarity with CRM systems or SaaS tools is a plus, but full training will be provided
- Understanding of customer success metrics: NRR, churn, expansion, health scores
- Fluent German would be ideal but not essential
Benefits
- 25 days of Vacation with Advanced Vacation days
- Wellness benefits including a wellness hour per week for exercise and up to SEK 2,000 per year for wellness activities
- Parental leave with 90% salary coverage for up to 6 months (after 1 year tenure)
- Comprehensive insurance including Group Life, TFA Safety and Travel
- Regular team lunches and fikas
- ITP1 + Flexpension
- Vision benefit with free eye test & terminal glasses
- Tax-free daily allowances for travel
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
TS
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