At a Glance
- Tasks: Lead customer experience audits and enhance engagement across Offline & Online touchpoints.
- Company: Join AS Watson, the world's largest health and beauty retailer with a passion for innovation.
- Benefits: Competitive salary, exclusive discounts, hybrid working, and tailored learning opportunities.
- Other info: Collaborative culture with opportunities for coaching and professional growth.
- Why this job: Shape customer experiences that drive engagement and loyalty for millions of shoppers.
- Qualifications: 4+ years in content marketing, strong analytical skills, and a passion for customer journeys.
The predicted salary is between 40500 - 49500 £ per year.
- Senior O+O Customer Excellence Specialist
- Why This Role Matters
This is a pivotal role supporting our O+O (Offline & Online) strategy, highlighting opportunities that lead to engaging customer experiences that drive commercial performance and strengthen the connection between O+O (Offline & Online) for our brands and the people who shop with us.
As a Senior O+O Customer Excellence Specialist, you'll partner with teams across our European markets to evaluate customer touchpoints, identify opportunities for improvement and turn insights into practical recommendations that enhance customer engagement, increase sales and build long-term customer loyalty.
Combining analytical thinking, content expertise, UX awareness and a passion for capability building, you'll play a key role in improving the current O+O journey.
By raising content standards, developing best practices and helping teams create more effective customer experiences, you’ll help shape how millions of customers experience our brands so we can put a smile on our customers' faces today and tomorrow.
- What You'll Be Doing
- Lead and deliver structured O+O customer experience audits and content excellence reviews across European markets, identifying opportunities to improve customer engagement and customer lifetime value
- Analyse customer journeys across O+O (Offline & Online) touchpoints, from product discovery and recommendation experiences to checkout and post-purchase communications, ensuring content supports both customer needs and commercial objectives.
- Translate insights and performance data into clear recommendations and strategic action plans that deliver measurable business results.
- Present findings and influence senior leaders to drive improvement initiatives across our markets.
- Develop and maintain customer excellence frameworks, audit methodologies, scorecards and best practice standards that enable consistent evaluation and continuous improvement.
- Design and deliver training and best-practice content guidance that help teams create more effective, consistent and customer-focused content experiences.
- Explore and apply emerging AI-powered tools to enhance the quality, efficiency and scalability of content and customer experience reviews, recommendations and capability-building opportunities.
- Coach and support junior team members, sharing expertise and fostering a culture of continuous learning, collaboration and excellence.
- What You'll Bring
- 4+ years’ experience in content marketing within a retail e Commerce environment, with a strong understanding of how content enhances the customer experience, preferably in the health and beauty industry.
- Proven experience evaluating and optimising customer experiences across O+O environments, with the ability to identify opportunities, benchmark performance and translate insights into meaningful business outcomes.
- Strong analytical skills and confidence working with performance metrics, customer data and commercial KPIs to evaluate effectiveness and support decision-making.
- A deep understanding of customer journeys, content ecosystems and O+O retail environments, with a passion for creating seamless customer experiences.
- Strong knowledge of the health and beauty sector, including customer behaviours, market dynamics and emerging industry trends.
- Excellent stakeholder management and communication skills, with the ability to present insights, influence senior audiences and confidently challenge thinking to drive better outcomes.
- Experience developing and delivering training, workshops or capability-building programmes that empower teams and drive lasting improvements in ways of working.
- Curiosity and enthusiasm for emerging technologies, including AI-powered tools, and a proactive approach to identifying innovative ways to improve content quality, efficiency and impact.
- How You Will Make an Impact
- Shape the future of content excellence across our European BUs helping teams create customer experiences that drive engagement, retention and Customer Lifetime Value (CLV).
- Influence stakeholders to turn recommendations into action, ensuring insights lead to meaningful change and sustained improvements in performance.
- Raise the standard of content and customer experience by championing best practice, encouraging innovation and embedding a culture of continuous improvement.
- Build lasting capability across markets, empowering teams with the skills, confidence and tools needed to deliver sustained improvements long after individual projects are complete.
- Leverage data, customer insight and emerging technologies to challenge conventional thinking and uncover new opportunities for growth.
- Build trusted relationships across markets and functions, becoming a recognised expert and valued partner in content excellence and customer experience.
- Help develop future talent through coaching, mentoring and knowledge sharing, contributing to a collaborative and high-performing team culture.
Who We Are
You may not have heard of us, but you'll know our brands!
AS Watson is the world's largest international health and beauty retailer, with over 17,000 stores across 31 markets serving over 5.3 billion customers each year.
From Superdrug, Kruidvat and Watsons to Marionnaud, The Perfume Shop and many more, our brands are loved by customers around the world.
Behind them are passionate people who are encouraged to innovate, collaborate and grow.
- What You'll Get From Us
- Competitive Salary and Bonus Scheme
- Exclusive Discounts - Enjoy savings across our iconic brands.
- Holiday entitlement
- Hybrid Working Model
- Refer-a-friend scheme - Share opportunities and earn rewards.
- Learning and Development Opportunities - Grow your skills with tailored programmes.
- Mental Health and Wellbeing Support
- Life Assurance
- Interest Free Loans
Senior O+O Customer Excellence Specialist in London employer: AS Watson Group
At Savers, we pride ourselves on being an exceptional employer, offering a vibrant work culture where every day brings new opportunities to connect with customers and the local community. With comprehensive benefits including up to 28 days of holiday, access to digital healthcare services, and a clear progression plan tailored to your career aspirations, we are dedicated to nurturing the future leaders of retail. Join us in creating a positive impact while enjoying a supportive team environment that values your contributions and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Senior O+O Customer Excellence Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AS Watson Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AS Watson Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior O+O Customer Excellence Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AS Watson Group:Your cover letter is your chance to shine! Tell us why you want to work at AS Watson Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AS Watson Group!
How to prepare for a job interview at AS Watson Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
