Head of Omnichannel

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.

We are currently recruiting for Head of Omnichannel to join our Digital team at Holland & Barrett.

The Head of Omnichannel is responsible for driving a seamless and integrated customer experience across all digital and physical touchpoints. This role focuses on maximising revenue and profitability through strategic omnichannel management, ensuring alignment between e-commerce, mobile, and retail operations. By breaking down silos and fostering collaboration across teams, systems, and processes, the role creates a cohesive ecosystem that enhances customer engagement and business growth. Additionally, the role drives digital transformation and innovation, staying ahead of industry trends to evolve and optimise the omnichannel experience.

The Role:

Key Responsibilities:

Job Responsibilities:

Customer Experience Integration

1. Develop a seamless shopping experience across online and offline channels, optimising services like BOPIS, Ship to Store, and unified customer service.
2. Lead the planning and execution of major sale events, ensuring smooth omnichannel experiences that enhance engagement and revenue.

Digital Growth & Development

1. Oversee App growth strategies to drive user engagement, retention, and monetisation.
2. Lead Subscription & Save initiatives and ensure the effective execution of the Digital Trade Plan.

Operations & Fulfilment

1. Work with Supply Chain and Logistics teams to implement fulfilment solutions like same-day delivery, ship-from-store, and curbside pickup.
2. Optimise inventory distribution and store fulfilment models to improve delivery efficiency.

Data & Analytics

1. Use customer insights to personalise marketing and enhance omnichannel engagement.
2. Collaborate with Digital Campaign and Marketing teams to create data-driven, targeted campaigns and loyalty initiatives.

Financial Performance

1. Drive strategies to increase sales, improve margins, and reduce costs across channels.
2. Analyse financial performance metrics and optimise budgets to maximise ROI.

Technology & Innovation

1. Identify and implement emerging technologies to enhance the omnichannel experience.
2. Partner with IT teams to improve operational efficiency and customer engagement through digital innovation.

Location:

This role is based in Nuneaton, and may be occasionally required to travel to our London Hub or to any other location of H&B. We support flexibility and productivity of our employees by hybrid working arrangements with minimum 2 days presence in the office.

The Person:

Key Requirements:

1. Omnichannel Retail: Deep understanding of omnichannel retail concepts, strategies, and best practices.
2. Digital Commerce: In-depth knowledge of e-commerce platforms, digital marketing, and customer journey mapping.
3. Supply Chain and Logistics: Strong understanding of supply chain management, inventory management, and logistics operations.
4. Strategic Thinking: Ability to develop and implement long-term strategies to drive business growth and improve customer experience.
5. Leadership and Management: Proven leadership skills to lead and motivate teams, build strong relationships, and foster a positive work culture.
6. Data Analysis and Interpretation: Ability to analyse data to identify trends, opportunities, and areas for improvement.
7. Change Management: Experience in managing change initiatives and leading organisational transformation.
8. Omnichannel Retail Experience: Significant experience in omnichannel retail, with a proven track record of delivering successful omnichannel strategies.
9. Digital Transformation: Experience driving digital transformation initiatives, including e-commerce, mobile commerce, and social commerce.

What we offer:

Our Benefits for this role include, but not limited to:

1. H&B Employee Discount – 25%
2. Bonus
3. Pension company contribution
4. 33 Days Holiday per year (Inclusive of bank holidays)
5. Private Medical Care
6. Exclusive benefits, free advice and savings from a range of retailers and providers
7. Electric Car Scheme

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).

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