Head of Customer Acquisition

Head of Customer Acquisition This is an opportunity to take real ownership of customer growth, shape how we acquire customers in the future, and have a direct impact on the success of the business. Job Title: Head of Customer Acquisition Location: Head office, Swindon Salary: £60-70k Bonus: Performance related bonus scheme Hours: Monday to Friday 37.5 hours per week Background OutsideClinic was founded in 1987 and now provides over 100,000 ‘at home’ eye tests and 10,000 at home hearing tests each year. The business has revenues of £40m and employs 300 people. The business provides services to the 75+ age group, that find it challenging to visit the high street. A successful business development and marketing capability is an essential component of our strategic ambition to become the most admired UK ‘at home’ healthcare brand. Job Summary We are looking for a highly driven Head of Customer Acquisition to take full ownership of our customer growth strategy and delivery. This role is accountable for generating consistent, scalable demand across multiple channels to meet or exceed clinician capacity, while maintaining strong control of cost and return on investment. Roughly 30% of our acquisition currently comes from direct mail, with the remainder driven through a mix of digital and other channels. There is significant opportunity to test, learn and scale new off-line routes to market, including TV, radio and brand led partnerships Operating with the ownership and pace of a Senior Account Director in a marketing agency, you will lead from the front. This is a hands-on role with strategic responsibility, where you will be expected to move quickly, take initiative and make things happen. You will manage a small team and work cross functionally across the business, reporting into the Customer Services Director. Principal Accountabilities Customer Acquisition Strategy and Growth Own and deliver the overall customer acquisition strategy across all channels Drive demand generation to meet business targets and clinician capacity Identify and unlock new growth opportunities through testing new channels and approaches including TV, radio and partnerships Build a clear test and learn roadmap to continuously improve performance Drive and optimise new customer journeys across all channels to maximise engagement and conversion Campaign Delivery and Channel Management Lead the planning and execution of multi-channel acquisition campaigns Oversee direct mail activity, including data sourcing, print and distribution Manage and optimise digital channels, working with external agencies where required Support telesales, email and SMS activity focused on new customer conversion Ensure campaigns are delivered on time, on budget and to a high standard Commercial Ownership and Performance Take full ownership of acquisition budgets and performance outcomes Monitor and optimise key metrics including cost per acquisition, conversion and ROI Balance demand generation with operational capacity to maximise utilisation Use data and insight to make fast, informed decisions and improve results Leadership and Stakeholder Management Manage and develop a small team, setting clear priorities and expectations Act as the central point of accountability for acquisition across the business Work closely with customer services, scheduling, IT and field teams to ensure alignment Manage relationships with agencies, suppliers and partners to deliver strong outcomes Execution and Continuous Improvement Be hands on in campaign delivery where needed, stepping in to ensure momentum is maintained Drive a culture of accountability, pace and delivery within the team Continuously review and improve processes, tools and ways of working Ensure ideas and projects are not just developed, but executed effectively About You You are someone who gets things done. You combine strong commercial thinking with the ability to execute at pace and deliver measurable results. You must have an entrepreneurial mindset – challenging the status quo, prepared to push boundaries, restless to optimise performance. 5+ years experience in customer acquisition, performance marketing or a similar role Proven track record of delivering growth across multiple channels Strong experience in direct marketing, with good understanding of digital channels Experience testing and scaling new acquisition routes Comfortable managing budgets and being accountable for ROI Highly organised with strong project management skills Data driven, with the ability to turn insight into action quickly Confident managing stakeholders and influencing across the business Experience managing small teams and external partners Resilient, proactive and delivery focused What We Offer Competitive salary Participation in senior management bonus scheme Contributory pension scheme (5% employee and 5% employer) Private medical insurance Life assurance (4 x salary) Employee discounts Why Join Us We are on a mission to transform lives by helping people see better, hear better, and live better. This is an opportunity to take real ownership of customer growth, shape how we acquire customers in the future, and have a direct impact on the success of the business. Team Support Office Locations Head Office, Swindon Remote status Hybrid About OutsideClinic We’re on a mission to change lives through better sight and hearing - one home visit at a time. Since 1987, our team of dedicated professionals has been delivering life-enhancing care where it’s needed most.