Location: Nuneaton / Hybrid (Minimum 2 days a week in the office)

Salary: Competitive + Comprehensive Company Benefits

H&B has embarked on a radical transformation to become the leading player in global wellness chosen by over 100 million people as their trusted partner for personalised wellness journeys.

We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives.

“Optimising each customer contact to promote and sell Holland and Barrett Products and Services”

Key Accountabilities:

• You will have a clear understanding of the customer experience and understand and find new ways to generate revenue, increase customer loyalty and consistently deliver an exceptional level of customer service.
• You will have a high awareness of new and innovative ways to generate sales via digital contact channels, video chat and phone.
• You will work collaboratively across the organisation to drive change and to gain buy in for positive changes that will benefit customers and employees.
• You will represent the centre in cross-functional meetings to deliver improvements to the customer and employee experience.
• You will play a key role in supporting the Contact Centre Strategy and identify new ways to enable digital first contact strategy and deliver an outstanding employee and customer focused culture
• Define the customer contact sales strategy and roadmap to deliver a consistent exceptional customer experience and enable the centre to optimise future customer needs
• Represent the Contact Centre in business changes and leverage customer insight and contact data to evidence the impact of change and the customer experience
• Identify strategies to grow revenue using data and insight
• Create a culture of customer focused sales dedicated to offering the right products and services that match customer needs
• Shape the sales strategy using innovative customer experience tools and systems
• Drive increased customer retention and customer loyalty
• Achieve the Customer Contact Revenue goals

• Ability to negotiate & influence others and successfully develop and implement changes or improvements
• Analytical and proven experience of improving customer contact sales performance and the ability to analyse and summarise key trends and issues from numerous sources and data points
• Self-motivated & strong ability to motivate others
• Proven experience of improving the customer and employee experience
• Experience of leading sales and customer retention in a digital first contact centre
• Engaging leadership skills and experience of leading customer contact sales functions
• Ability to make decisions autonomously, problem solve and analyse processes to drive change
• Commercial mindset
• Exceptional leadership skills
• A strategic thinker with strong communication skills
• Ability to positively respond to change, be resilient and act as a role model across the organisation

Technical Expertise:

• CRM experience and experience of customer contact centre sales technology and tools
• Experience developing both a digital customer contact sales and retention strategy
• Strong background in delivering change and transformation
• Experience working in a Senior Leadership position with a digital contact centre environment
• Experience of subscription/membership customer retention

Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

Career progression

Pension company contribution

✈️ Your wellbeing is paramount so you can get away and take 33 Days Holiday per year

Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.

Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.

Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.

We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.

Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.

We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

And many more!