AS Watson
Senior Omnichannel Customer Excellence Specialist
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Why This Role Matters
If the idea of influencing how millions of customers experience health and beauty retail excites you, then this could be the perfect opportunity.
This is a pivotal role supporting our O+O (Offline & Online) strategy to deliver engaging customer experiences that drive commercial performance and strengthen the connection between our brands and the people who shop with us. You’ll partner with teams across our European markets to shape and elevate customer journeys. Using your analytical mindset, content expertise and UX awareness, you'll identify ways to create more seamless, engaging and effective customer experiences that drive loyalty and growth. By championing best practice, raising content standards, and building capability across teams, you'll play a key role in delivering meaningful improvements to the O+O journey, shaping how millions of customers experience our brands so that we can put a smile on our customers' faces today and tomorrow.
What You'll Be Doing
- Drive O+O customer experience audits and content excellence reviews across our European markets, identifying opportunities to improve customer engagement and customer lifetime value.
- Analyse customer journeys across Offline & Online touchpoints, from product discovery and recommendation experiences to checkout and post-purchase communications, ensuring content meets customer needs and supports commercial objectives.
- Turn insights and performance data into clear strategic recommendations helping markets prioritise opportunities to enhance customer experiences and business performance.
- Present findings and recommendations to stakeholders, using customer and performance insights to influence decision-making and continuous improvement.
- Support the continuous development of customer excellence frameworks, audit methodologies, scorecards and best practice guidance to encourage consistency across markets.
- Create and deliver training, content guidance and best-practice resources that help teams build more effective, consistent and customer-focused experiences.
- Explore and apply emerging AI-powered tools and technologies to support the quality, efficiency and scalability of content reviews, customer experience recommendations and capability-building activities.
- Collaborate with colleagues across the team, sharing knowledge, contributing ideas, and coaching junior team members to support their growth, while fostering a culture of continuous learning and improvement.
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What You'll Bring
- 2+ Years experience working in a role focused on improving customer experiences across digital and physical touchpoints, whether in ecommerce, retail operations, content, customer experience, visual merchandising or a similar customer-focused environment.
- Proven ability to evaluate customer experiences across digital and physical touchpoints, identifying opportunities for improvement and translating insights into meaningful business outcomes.
- Strong analytical skills and confidence working with performance metrics, customer data and commercial KPIs to evaluate effectiveness and support decision-making.
- A solid understanding of customer journeys and the factors that influence customer behaviour, with a passion for creating seamless and engaging experiences.
- Knowledge of retail, customer behaviour and evolving consumer trends, ideally within health and beauty or other customer-focused sectors, with a passion for enhancing the customer experience and staying curious about emerging customer expectations.
- Strong communication and stakeholder management skills, with the ability to present findings and recommendations that influence decision-making and drive positive change.
- Experience creating guidance, training materials or best-practice resources that help teams improve ways of working and deliver more consistent customer experiences.
- Curiosity and enthusiasm for emerging technologies, including AI-powered tools, and a proactive approach to identifying innovative ways to improve customer experience, content quality, efficiency and impact.
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How You Will Make An Impact
- Shape the future of content excellence across our European BUs helping teams create customer experiences that drive engagement, retention and Customer Lifetime Value (CLV).
- Influence stakeholders to turn recommendations into action, ensuring insights lead to meaningful change and sustained improvements in performance.
- Raise the standard of content and customer experience by championing best practice, encouraging innovation and embedding a culture of continuous improvement.
- Build lasting capability across markets, empowering teams with the skills, confidence and tools needed to deliver sustained improvements long after individual projects are complete.
- Leverage data, customer insight and emerging technologies to challenge conventional thinking and uncover new opportunities for growth.
- Build trusted relationships across markets and functions, becoming a recognised expert and valued partner in content excellence and customer experience.
- Help develop future talent through coaching, mentoring and knowledge sharing, contributing to a collaborative and high-performing team culture.
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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