Director of Customer Relationship Management

Current job opportunities are posted here as they become available.

Location: Corporate Support Center, Delray Beach, FL

Now Optics is a leader in the eye care industry. Its retail brand, Stanton Optical, is amongst the fastest-growing, full-service retail optical centers. The company consistently ranks among the largest optical retailers in the country by Vision Monday. Now Optics continues to expand its retail footprint with 300+ corporate and franchise locations while delivering affordable eye care services by providing a fast and friendly customer experience.

We believe in building a positive and cohesive culture where everyone is contributing towards a common goal and set of values.

Vision:
Modernizing the eye care experience for all people.

Mission:
Making eye care easy.

Integrity
:
We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments.

Collaboratio
n:
We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas.

Accountability
:
We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results.

Respect
:
We see respect as prioritizing human relationships, being present, connecting with transparency and empathy.

Empowerment
:
We see empowerment as making purpose-driven decisions to support the company vision, showing appreciation for others, and taking care of the individuals, we serve.

• Own and improve retention as the primary accountability, set the strategy, targets, and measurement, and drive the programs that move them.
• Own the lifecycle end to end (acquisition-to-retention, reactivation, win-back) and the segmentation strategy and creative behind all 1:1 communication.
• Identify at-risk and lapsing patients early and deploy proactive retention journeys across channels.
• Ensure campaign accuracy and on-time execution

• Business owner of the customer engagement platform, data feeds, campaign architecture, journeys, automations, and channel configuration.
• Owns transactional and triggered notifications (appointment reminders, order status, Rx recall) and SMS operations (calendar, compliance, deliverability).
• Partners on IT requirements for integrations, APIs, and data clean-up/new pipelines. Hold vendors to performance and roadmap commitments.

• Owns CSAT, NPS, outbound surveys, and online reviews and reporting as a closed-loop program that routes feedback, drives corrective action, and measures of improvement.
• Establishes patient health and satisfaction goals aligned to business objectives.
• Manages online brand reputation and social media patient feedback.
• Partners with business stakeholders to deploy new customer surveys that add patient perspective and insight for future consideration.

• Leads the call center through the Call Center Manager, service levels, first-call resolution, quality, and outbound programs (bookings, recall, retention).
• Integrates phone into the broader lifecycle and VoC strategy, so it operates as a complimentary channel, not a silo.
• Partners with Retail, QA and Analytics to manage call center operations and escalation workflow.
• Deploys and tests AI strategies to improve efficiency and grow patient relationships.

• Defines the KPIs and dashboards for engagement, retention, health, and channel performance, partners with the Database team, BI and Analytics on cohort…