1 of 1 Engagement Manager Jobs in the West Midlands

Shape the Future of Customer Experience at Holland & Barrett Are you ready to take the lead on transforming how we support millions of customers every year? As the Product Manager for our Customer Engagement Centre (CEC), you'll drive the day-to-day product strategy, delivery, and optimisation of our core customer support platforms. This role focuses on … as well as evolving the customer experience through continuous improvement, data-driven decisions, and effective collaboration with business and technical teams. You'll work closely with colleagues across Customer Engagement Centre, Digital, and Technology to identify opportunities, remove friction for customers and agents, and deliver solutions that improve our KPIs. Key Responsibilities Own the product roadmap and lifecycle for … our CEC systems Work closely with Customer Engagement, Digital, and Tech teams to identify and deliver improvements that enable agents to support customers more effectively Lead the prioritisation and delivery of BAU initiatives, enhancements, and platform integrations Gather insights from user feedback, analytics, and agent input to drive iterative enhancements Champion agile working-driving fast feedback loops, iterative delivery More ❯