Superdrug
Digital Optimisation Manager – 6 Month FTC
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🌟 Join Superdrug Head Office – Make a Real Difference Every Day! 🌟
📍 Location: East Croydon
🕒 Hours: 37.5 | 9.00am – 5.30pm. Hybrid working available depending on role responsibilities, with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.
💷 Salary: Competitive
🎉 Why Superdrug?
Passionate about Beauty and Health? Want to be part of an innovative, trend-setting retailer? Our vibrant Head Office, based by East Croydon station, is a fantastic environment filled with hundreds of brilliant personalities. We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun. Our success comes from our people. They make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug Feeling.
📅 The Role
The Digital Optimisation Manager is responsible for growing Superdrug's online healthcare business by creating market-leading digital health experiences that help customers easily find, understand and access the right products, services and advice.
A key focus of this role will be onsite search, product and content discovery, customer journey optimisation and experimentation. You will use customer behaviour and search data to identify where journeys aren't working, understand why, develop solutions and measure whether the changes improve customer and commercial outcomes. The role will work across Trading, Healthcare Services, CRM, Content, UX, Digital Marketing, eCommerce, Product and Technology teams to deliver seamless customer journeys that increase health participation online, trust, engagement and commercial performance.
📝 Key Responsibilities
- Own and develop the online healthcare customer experience roadmap across Superdrug.com and the app, using customer behaviour and commercial insight to identify and prioritise opportunities.
- Lead the optimisation of onsite search and product discovery across Health, using search data and customer behaviour to understand intent, diagnose poor-performing searches and identify opportunities to improve relevance and discovery.
- Improve areas such as search relevance and ranking, synonyms, autocomplete, filters and facets, taxonomy, zero and low-result searches and solution-led navigation, helping customers find the right product, content or healthcare service by symptom, condition or health need.
- Use analytics and behavioural insight to understand how customers move through digital Health journeys, identify friction and turn findings into clear hypotheses and optimisation opportunities.
- Own and deliver a structured experimentation and CRO programme, developing hypotheses, designing and delivering A/B tests, defining success measures, analysing results and using learnings to drive continuous improvement.
- Work with UX, Product and Technology teams to develop and test digital Health journeys organised around customer needs and intent.
- Partner with Category Trading to strengthen Own Brand visibility through PDPs, category landing pages, homepage merchandising, app journeys, comparison content, FAQs and trust signals.
- Work with the Content team to develop expert-led Health Hub content and condition guides that are easy to understand, commercially connected and discoverable through onsite search, SEO and GEO.
- Work with Healthcare Services to make Online Doctor and healthcare services visible at the point of need across PDPs, service landing pages, Health Hub content and app journeys.
- Reduce customer friction from symptom and need discovery through to product selection, consultation, booking, treatment or prescription fulfilment.
- Create connected customer journeys that bring together health needs, products, services, content, CRM and digital marketing activity into complete Health missions.
- Work with CRM and Loyalty teams to develop replenishment reminders, seasonal health nudges and lapsed customer win-back journeys.
- Use search analytics, customer behaviour, conversion data, loyalty insight and commercial performance reporting to identify opportunities, prioritise activity and measure impact.
- Support AI-enabled Health experiences, including AI-ready content, natural language search, intent recognition, personalisation, routine builders and lifecycle recommendations.
- Manage cross-functional delivery from insight and hypothesis through testing, launch, measurement and optimisation.
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🎯 This job is a good fit for you if:
- You are naturally curious about why customers behave the way they do online and enjoy using data to investigate problems rather than relying on assumptions.
- You enjoy getting into the detail of onsite search and customer journeys and can turn customer behaviour into practical improvements.
- You are comfortable developing hypotheses, testing ideas and using evidence to determine what works.
- You are a self-starter who can identify opportunities and take them from insight through to implementation and measurement.
- You are motivated by finding growth opportunities and turning ideas into measurable results.
- You enjoy solving customer problems and making complex Health journeys feel simple, reassuring and accessible.
- You combine commercial thinking with customer insight and hands-on digital execution.
- You understand how content, commerce, search, CRM, UX, Product and Technology work together to create brilliant customer experiences.
- You are comfortable balancing strategic planning with hands-on investigation and delivery.
- You can build strong relationships, influence multiple teams and bring people together around a shared goal.
- You enjoy working in a fast-paced environment where priorities evolve and innovation is encouraged.
- You are curious about emerging technologies, including AI, and how they can improve customer experience, discovery and personalisation.
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📌 What you'll need:
- Demonstrable hands-on experience optimising onsite search and product discovery within an ecommerce or similarly complex digital environment.
- Experience using search and behavioural data to diagnose problems and improve search relevance and discovery, ideally including areas such as ranking, synonyms, autocomplete, filters/facets, taxonomy and zero or poor-result searches.
- Strong CRO and experimentation experience, with examples of personally developing hypotheses, designing and delivering A/B tests, defining success measures, analysing results and implementing learnings.
- Experience using analytics and customer behaviour tools to identify friction within digital journeys and translate insight into measurable improvements.
- Experience in ecommerce, digital trading, digital product, customer experience or a related digital commercial role.
- Strong understanding of customer journey optimisation, conversion principles, digital merchandising and onsite experience.
- Experience using customer insight, search data, analytics and commercial performance reporting to inform decisions and prioritise activity.
- Working knowledge of content strategy, SEO, GEO and personalisation.
- Experience delivering cross-functional projects involving Commercial, Product, UX, Technology and operational stakeholders.
- An understanding of healthcare, pharmacy, wellbeing or regulated customer journeys would be valuable.
- Knowledge of AI, digital innovation or emerging customer engagement technologies would be beneficial.
💡 Benefits
- 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
- 2 staff discount codes for yourself and a family member or friend
- 30% discount on Superdrug Own Brand Products both in store and online
- Hybrid working patterns available depending on role responsibilities, with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
- Company pension matching and bonus
- We offer Stream, a money management app that gives you access to a percentage of your pay as you earn it
- Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
- We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets
- Unrivalled Learning and Development programmes
- Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support
Come and be part of something special!
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