Product Manager - Customer Engagement Centre

The Role

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 ensuring operational excellence for the tech and tools our customer support teams rely 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, and continuous improvement in how we build and launch changes
• Reduce operational friction and resolution times through process and tooling improvements
• Support the rollout of new features including AI advisor and live chat
• Help ensure agents and managers are equipped to get the most out of our systems
• Use qualitative and quantitative data to ruthlessly prioritise backlog items
• Communicate priorities, status, and impacts clearly ensuring everyone is aligned and focused on what matters most
• Set and deliver against OKRs, measuring the impact and value of changes.

Required Skills:

• Product Management: 2-5 years experience as a Product Manager, with a track record of delivering changes that drive real improvements to business KPIs and OKRs. 
• BAU Operations: Experience delivering continuous improvement and resolving operational pain points in a fast-paced, stakeholder-heavy environment
• Data & Delivery: Comfortable using data and analytics to make decisions. and translating business needs into Jira backlogs and Product Requirement Documents
• Stakeholder Management: Proven ability to influence, communicate, and build relationships at all levels, from agents to execs
• Collaboration: Skilled at working with engineers and key business stakeholders to deliver results quickly and iteratively. 

Nice to Have:

• Good understanding of call centre processes and systems like Zendesk 
• Experience optimising agent and customer workflows
• Previous experience working in an omnichannel eCommerce retailer is beneficial 

Benefits

• Company pension contributions
• Technology Incentive Scheme?- we offer different bonus schemes for all grades in Technology, starting at 10%.
• Your wellbeing is paramount, so you'll have a base of 25 holiday days, fully flexible bank holidays,and the ability to purchaseadditional holiday days.
• Private Medical Insurance (after 12 month's service) 
• Learning and Development at Holland & Barrett is an excellent foundation for long-term career growth.
• Career progression.
• Refer and Earn Scheme – Earn cash by inviting people from your network to join us.
• 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% colleague discount on anything you buy at H&B, plus access to other regular promotions.
• 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 it's all about your health & wellbeing. 
• Stay active in our onsite gyms when you visit our Nuneaton Hub or Burton Fulfilment Centre!And many more!

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B. 

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s). 

The Company

Holland & Barrett is one of the nation's 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. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.