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For Companies At a Glance
- Tasks: Analyse customer experience metrics and improve customer journeys daily.
- Company: Join Holland & Barrett, a leader in health and wellness committed to inclusivity.
- Benefits: Enjoy 33 days holiday, a 25% employee discount, and a bonus.
- Why this job: Be part of a caring culture that values innovation and collaboration.
- Qualifications: 3+ years in customer experience with strong analytical skills required.
- Other info: Embrace diversity and thrive in a supportive workplace.
The predicted salary is between 28800 - 48000 £ per year.
Join our team and be part of a company that truly lives its values. With our expertise and commitment to innovation, we aim to build trust and make health and wellness accessible to all. By fostering inclusivity and care, we work collaboratively to improve the well-being of our colleagues, customers, and communities.
The Role:
– Track and analyse customer experience metrics including OSAT, CSAT, CES, NPS
– Monitor customer behaviour, trends, and feedback across all channels
– Prepare weekly and monthly insights reports to inform commercial, operational, and digital teams
– Map key customer journeys and identify friction points
– Collaborate with UX, product, and engineering teams to prioritize and implement CX improvements
– Drive day-to-day execution of CX initiatives across digital, retail, and customer care
– Assist in aligning cross-functional teams behind customer-first goals and KPIs
– Manage and deliver CX initiatives across roadmap workstreams including survey development, contact reason analysis, and CSAT uplift programs
– Support incident management processes by driving root cause analysis and follow-ups
– Act as a key liaison between CX, data, digital, product, and CEC teams
– Lead workshops and feedback loops with stakeholders to improve cross-functional alignment
– Support internal comms related to CX initiatives, metrics, and learnings
The Person:
– 3+ years of experience in customer experience, customer support, or customer analytics
– Analytical and reporting skills with Excel, Metabase, or similar platforms
– Proven ability to manage multiple priorities and projects simultaneously
What we offer:
Our Benefits for this role include, but not limited to:
- H&B Employee Discount – 25%
- Bonus
- 33 Days Holiday per year (Inclusive of bank holidays)
We\’re passionate about helping every colleague thrive across all dimensions of wellbeing, and we\’re committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues\’ unique and varying experiences, backgrounds, identities and cultures – I am me, we are H&B.
Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s). #J-18808-Ljbffr
Customer Experience Manager employer: Holland and Barrett
Contact Detail:
Holland and Barrett Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience metrics like OSAT, CSAT, and NPS. Being able to discuss these metrics confidently during your interview will show that you understand the key performance indicators that drive customer satisfaction.
✨Tip Number 2
Prepare examples of how you've previously mapped customer journeys and identified friction points. This will demonstrate your analytical skills and your ability to implement effective CX improvements, which are crucial for the role.
✨Tip Number 3
Showcase your experience in collaborating with cross-functional teams. Be ready to discuss specific instances where you've aligned different departments towards a common customer-first goal, as this is a key aspect of the position.
✨Tip Number 4
Highlight your proficiency with tools like Excel and Metabase. Being able to analyse data and present insights effectively will set you apart, so consider preparing a brief overview of how you've used these tools in past roles.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Customer Experience Manager position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 3+ years of experience in customer experience, support, or analytics. Provide specific examples of how you've tracked metrics, analysed customer behaviour, and implemented improvements in previous roles.
Showcase Analytical Skills: Mention your proficiency with tools like Excel or Metabase in your application. Include examples of reports you've prepared or insights you've generated that have positively impacted customer experience.
Express Your Values: Demonstrate your alignment with the company's EPIC values (Expertise, Pioneering, Inclusive, Caring) in your application. Share personal anecdotes or experiences that reflect these values and your commitment to fostering inclusivity and care.
How to prepare for a job interview at Holland and Barrett
✨Understand the Company Values
Before your interview, take some time to research and understand the company's values, especially their commitment to inclusivity and care. Be prepared to discuss how your personal values align with theirs and provide examples of how you've demonstrated these in your previous roles.
✨Showcase Your Analytical Skills
Since the role requires strong analytical skills, be ready to discuss your experience with customer experience metrics and reporting tools like Excel or Metabase. Prepare specific examples of how you've used data to drive improvements in customer experience in past positions.
✨Prepare for Cross-Functional Collaboration Questions
The role involves working closely with various teams, so expect questions about your experience in cross-functional collaboration. Think of instances where you successfully aligned different teams towards a common goal and be ready to share those stories.
✨Demonstrate Your Project Management Skills
With multiple priorities and projects to manage, it's crucial to highlight your project management abilities. Prepare to discuss how you've effectively managed competing deadlines and ensured successful delivery of customer experience initiatives in your previous roles.
