eCommerce Manager - Subscriptions

Job Description

Its a really exciting time to be at Holland & Barrett. We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives. Our mission is to be the leading player in global wellness chosen by millionsas their trusted partner for personalised wellness journeys. To achieve this goal, we are embarking on a radical transformation. We are recruiting top talent in all areas of our business, from Finance to Digital Marketing, from HR to IT, as well as new functionsaround Health and Wellness.The Role:The eCommerce team are recruiting for a highly motivated, confident, and commercially astute eCommerce Manager to lead and manage our subscribe and save proposition. The core purpose of this role is to own the subscription strategy, new proposition development,driving the commercial performance and to ensure there are robust retention plans in place. You will be working collaboratively with many key stakeholders across the business including colleagues in Digital, Tech, UX, Marketing, Finance, Commercial and, SupplyChain.We are a team who are passionate about delivering change and development across digital, driving performance and enjoy providing the best customer journey for our consumers. This is an exciting opportunity to be at the forefront of H&Bs digital transformation- come and join us!Main Responsibilities:

• Responsible for delivering a new subscription proposition that has a strong customer appeal, commercial viability, technical feasibility and brand fit
• Hands on with managing any day-to-day processes involved in the management of existing subscriptions e.g. ensuring all skus that are eligible for subscriptions are included, managing any cancelations
• Manage and drive the recruitment plan to encourage customers to sign up and understand the benefits of the proposition
• Work closely with the Digital, Tech, Trading, Finance and Operations teams to identify solutions, agree the roadmap, define the implementation plan and coordinate the delivery of planned features, benefits and customer journeys
• Monitor and report on performance and forthcoming plans to the key stakeholders (including Executive team members) regularly and clearly
• Champion our subscriptions proposition across the business, ensuring it is being part of our marketing and range planning activity
• Play a key part in subscription capability adoption in our core markets outside of UK
• Work closely with the Insight and Data Science teams to understand the behaviour and customer lifetime value of different customer segments and build learnings into future plans
• Work closely with the customer support team and UX teams to identify any customer journey issues which need addressing and working on possible solutions
• Support the development plans for customer retention, working closely with the Senior CRM Manager, Loyalty team and Insight team to integrate the Subscription proposition with the core CRM strategy and develop robust test and learn plans
• Continuous collaboration with the eCommerce, Email, Digital Marketing, UX and the broader Marketing team to ensure effective and regular support of the proposition and to understand where further optimisations are required in the future
• Work closely with colleagues across the business as well as external agencies to develop, research, assess and recommend new subscription concepts to ensure we continue to deliver a leading proposition in the market

The Person:

• A proven background in creating and delivering implementation plans in digital, marketing or customer change activity
• Knowledge and experience of digital ecommerce, preferably within a subscription model
• Customer focussed with a proven track record of developing and delivering campaign or offer concepts to meet customer needs
• Commercially astute, analytical and numerateability to understand and report on commercial objectives and KPIs and hands on experience in optimising results
• Excellent project management skills and robust attention to detail
• Strong organisational skillsable to juggle multiple campaigns and projects of varying complexity
• Agile and collaborative working practices to track and drive progress across the business
• Strong interpersonal skills with the ability to work as part of a team and influence delivery and change
• Ability to work under pressure and support business objectives
• Self-starter with bags of initiative and problem solving skills
• Adaptable to change in a fast-paced retail environment with tight deadline

#LI-JA1 We offer:Learning andDevelopmentopportunity with Holland & Barrett is a great base for career development long term.Career progressionPension companycontribution Your wellbeing is paramount so you can get away and take28 or 33 Days Holidayper year (depending on role level)Refer and Earn Scheme- as were growing you can earn money by referring people to join us from your network.Epic Extrasgives you access to exclusive benefits, free advice and savings from a range of retailers and providers.Stay healthy withDiscounted Products- from day one youll 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 offerFree 24/7ConfidentialAdvice & Colleague Welfare.Mental Health First Aiders- we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing. We have colleagueReward andRecognitionSchemes,so your hard work and loyalty wont go unnoticed. And many more!The CompanyHolland & Barrett is one of the nations most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors. Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Everyday presents a different challenge, but every day i