AS Watson
Senior Omnichannel Brand Experience Specialist
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Why This Role Matters
This is a unique role at the centre of our Offline & Online (O+O) strategy, helping shape how millions of customers discover, shop and engage with leading health and beauty brands across Europe, including Superdrug, Kruidvat, The Perfume Shop and ICI PARIS XL.
As a Senior Omnichannel Brand Experience Specialist, you’ll review customer journeys across digital and physical touchpoints, identifying opportunities to create more consistent, connected and commercially effective brand experiences. You’ll turn customer, content and performance insights into practical recommendations that improve experience, strengthen brand consistency and support growth. You’ll work with teams across multiple markets to develop best-practice frameworks, guide reviews, build capability and help raise the standard of customer experience across the Group.
What You'll Be Doing
- Lead Omnichannel Brand Experience Reviews across European markets, identifying opportunities to improve engagement, loyalty and commercial performance.
- Evaluate customer journeys across websites, apps, CRM, loyalty, social and in-store experiences to understand how effectively touchpoints work together.
- Identify friction points, content gaps and brand consistency opportunities, translating findings into clear, prioritised recommendations.
- Use customer, content and performance data to support insight-led decisions and measurable improvements.
- Develop review frameworks, scorecards, audit methodologies, playbooks and best-practice guidance to support consistency across markets.
- Present recommendations to stakeholders, influence decisions and help teams turn insight into action.
- Explore AI-powered tools and emerging technologies to improve the quality, efficiency and scalability of reviews and recommendations.
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What You'll Bring
- Experience in areas such as brand experience, customer experience, customer journey management, content strategy, service design, ecommerce, retail experience, experience consulting or digital optimisation.
- Strong understanding of customer behaviour, journey optimisation and the factors that influence purchasing decisions.
- Experience reviewing and improving brand, content, customer journey or retail experiences across multiple touchpoints.
- Analytical confidence, with the ability to use data and insight to identify opportunities and shape recommendations.
- Strong communication, stakeholder management and influencing skills.
- Experience creating frameworks, guidance, training materials or best-practice resources that improve consistency and ways of working.
- Curiosity for AI-powered tools and emerging technologies, with a proactive approach to improving customer experience and business outcomes.
- A genuine passion for health and beauty, with a deep interest in the brands, products, trends and customer behaviours shaping the industry.
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How You Will Make An Impact
- Shape how millions of customers experience our brands across online and offline touchpoints.
- Improve customer engagement, retention and Customer Lifetime Value (CLV).
- Raise the standard of brand experience across European markets through best practice and consistency.
- Help teams create more connected customer journeys through coaching, frameworks and capability building.
- Become a trusted advisor and recognised expert in omnichannel brand experience across the Group.
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
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