CAREERS & JOBS (LOYALTY & CX)

Holland & Barrett is hiring: Product Manager – Loyalty

Holland & Barrett International is striving to be the world’s leading health and wellness business.  Currently the largest in Europe and growing in other markets, the health and wellness of our colleagues and customers is at our heart. 

Holland and Barrett are seeking an experienced Product Manager to support launching and scaling our omnichannel loyalty programme. This is a global role that plays a pivotal part in the successful launch and optimization of a new loyalty program across our stores, website, and app platforms. The successful candidate will have the opportunity to make an immediate impact and potentially progress to a senior Product Manager role based on experience and performance. 

About the role

• Lead the development and execution of a comprehensive Omnichannel Loyalty strategy that sets us apart from our competitors. 
• Collaborate with cross-functional teams including digital, retail, supply chain, loyalty and eCRM to ensure seamless integration with existing systems and processes
• Plan and lead transition period in collaboration with tech and business teams to ensure all customers aware of upcoming exciting changes and receive the best user and support experience across all our channels 
• Drive the successful launch of our new loyalty program across all channels, including our retail stores, app, and website. 
• Continuously analyze performance metrics and customer feedback to optimize the program for maximum engagement and profitability, ensuring that our customers are delighted at every touchpoint. 
• Work closely with internal stakeholders including Digital Trading, Marketing, Retail, Commercial, Operations and Customer support teams to ensure alignment, gather requirements, and secure support for the loyalty program. Your exceptional stakeholder management skills will be crucial in driving collaboration and achieving success. 
• Collaborate with regional teams including Netherlands, Ireland and Belgium to ensure the loyalty program meets the unique needs and expectations of diverse markets 
• Plan staged rollout in all the markets to make sure the process goes as smoothly as possible 
• Launch and manage the proposition in these markets, expanding our global reach and impact. 
• Utilize advanced data analytics and customer insights to inform decision-making and identify opportunities for improvement. Your ability to extract meaningful insights from complex data sets will be instrumental in driving our loyalty program’s success. 
• Ensure that the loyalty program adheres to all relevant regulations and security standards, providing our customers with peace of mind and maintaining their trust in our brand. 

Skills and experience

• Proven track record as a highly skilled and results-driven Product Manager, with a focus on Omnichannel Loyalty or similarly complex environments. Your experience in building successful products from scratch will be highly valued. 
• Exceptional stakeholder management skills, with the ability to collaborate effectively with cross-functional teams and drive alignment towards a common goal. 
• Experience building products 0-1 preferred including supporting UXR and MVP planning 
• Evidenced ability to work closely with engineering and design teams, fostering a collaborative and innovative environment. 
• Outstanding analytical and problem-solving skills, with a keen eye for detail and the ability to identify and address complex challenges. 
• Excellent communication and collaboration skills, enabling you to effectively convey your ideas and influence stakeholders at all levels of the organization. 

Our benefits 

• We operate virtually. Remote, hybrid or in our tech hubs – we work in an agile environment where you can thrive.
• We offer a 10% incentive scheme, based on company  performance – when we win, so do you
• Learn from the best – at H&B you’ll have the opportunity to enhance and expand your skills and shape your career
• We want you to produce your best, so we provide you with the best tech equipment
• Stay healthy with a 25% discount on all product ranges to help you live well
• We like to recognise and celebrate our people with our Colleague Recognition Scheme, so your hard work won’t go unnoticed

About H&B

Holland & Barrett is one of the nation’s most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Our culture respects equality, values diversity and encourages individuality – because this allows our people to unlock their potential and be their best. We welcome everyone who shares our EPIC values regardless of background, culture, disability, ethnicity, gender identity or sexual orientation. 

We are a growing and pioneering business.  Our diverse and EPIC teams enable us to push boundaries and accomplish the extraordinary.  As we continue to transform, we need more of the brightest and best minds to join us to turn our vision into a reality.  

Souce: H&B