AS Watson
Senior O+O Customer Excellence Specialist
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Why This Role Matters
This is a pivotal role supporting our O+O (Offline & Online) strategy, highlighting opportunities that lead to engaging customer experiences that drive commercial performance and strengthen the connection between O+O (Offline & Online) for our brands and the people who shop with us. As a Senior O+O Customer Excellence Specialist, you'll partner with teams across our European markets to evaluate customer touchpoints, identify opportunities for improvement and turn insights into practical recommendations that enhance customer engagement, increase sales and build long-term customer loyalty. Combining analytical thinking, content expertise, UX awareness and a passion for capability building, you'll play a key role in improving the current O+O journey. By raising content standards, developing best practices and helping teams create more effective customer experiences, you’ll help shape how millions of customers experience our brands so we can put a smile on our customers' faces today and tomorrow.
What You'll Be Doing
- Lead and deliver structured O+O customer experience audits and content excellence reviews across European markets, identifying opportunities to improve customer engagement and customer lifetime value.
- Analyse customer journeys across O+O (Offline & Online) touchpoints, from product discovery and recommendation experiences to checkout and post-purchase communications, ensuring content supports both customer needs and commercial objectives.
- Translate insights and performance data into clear recommendations and strategic action plans that deliver measurable business results.
- Present findings and influence senior leaders to drive improvement initiatives across our markets.
- Develop and maintain customer excellence frameworks, audit methodologies, scorecards and best practice standards that enable consistent evaluation and continuous improvement.
- Design and deliver training and best-practice content guidance that help teams create more effective, consistent and customer-focused content experiences.
- Explore and apply emerging AI-powered tools to enhance the quality, efficiency and scalability of content and customer experience reviews, recommendations and capability-building opportunities.
- Coach and support junior team members, sharing expertise and fostering a culture of continuous learning, collaboration and excellence.
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What You'll Bring
- 4+ years’ experience in content marketing within a retail eCommerce environment, with a strong understanding of how content enhances the customer experience, preferably in the health and beauty industry.
- Proven experience evaluating and optimising customer experiences across O+O environments, with the ability to identify opportunities, benchmark performance and translate 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 deep understanding of customer journeys, content ecosystems and O+O retail environments, with a passion for creating seamless customer experiences.
- Strong knowledge of the health and beauty sector, including customer behaviours, market dynamics and emerging industry trends.
- Excellent stakeholder management and communication skills, with the ability to present insights, influence senior audiences and confidently challenge thinking to drive better outcomes.
- Experience developing and delivering training, workshops or capability-building programmes that empower teams and drive lasting improvements in ways of working.
- Curiosity and enthusiasm for emerging technologies, including AI-powered tools, and a proactive approach to identifying innovative ways to improve content quality, efficiency and impact.
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.
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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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