Customer Transformation Project Manager (22079) in reading

It's 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 millions as 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 functions around Health and Wellness.

We currently have a great opportunity for a Customer Transformation Project Manager to support the strategy for Customer Transformation. In this role you will be responsible to covering areas such as Digital, Marketing, Content, Post Purchase Digital Experience and Loyalty/CRM.

Main Responsibilities:

• Contribute to, and support the strategy for Customer Transformation.  Covering areas such as Digital, Marketing, Content, Post Purchase Digital Experience, and Loyalty/CRM
• Coordinate, manage and lead cross functional teams to deliver flawless execution of projects, ensuring that all projects are delivered on-time, within scope and within budget
• Develop a deep understanding of our customer journeys and experiences
• Work closely with our Insights, Analytics, and Customer Experience teams to understand customer pain points and opportunities for improvement
• Apply appropriate operational improvement tools and techniques to identify opportunities for improvement, and understand root causes of issues, in both our Customer Journeys and internal ways of working
• Work closely with our Product and Tech teams to ensure key Customer Transformation projects are on the relevant development roadmaps and are prioritised according to the business benefits
• Knowledge of current market trends and future opportunities to enhance our customer experience.  Pro-actively reading market research, attending conferences etc. to ensure relevancy
• Responsible for the definition of project scope and objectives, involving and engaging all relevant stakeholders and ensuring technical feasibility
• Set clear success metrics for each project and improvement initiative, ensuring these are tracked and reported on post implementation
• Develop detailed plans and documentation to monitor and track progress, identify interdependencies, manage risks, and measure performance across programme portfolio.
• Report and escalate to senior management as needed
• Build and manage excellent stakeholder relationships both internally and externally
• Develop best practice spreadsheets, diagrams and process maps to document needs
• Perform other related duties as assigned

• Excellent organisational, time management and planning skills.
• Flexible team player, able to multitask on several projects at once, demonstrating an understanding of the interdependences between projects and linkages to the overall business strategy
• Demonstrates commercial and strategic understanding in supporting the shaping of the Customer Transformation strategy
• Excellent problem solver, offering the right balance of creativity and practicality, with the confidence to challenge assumptions and instigate positive change to achieve business goals
• Ability to critically evaluate individual processes and projects, then summarise insights to arrive at a clear status. Use problem-solving skills to foresee obstacles
• Have a firm understanding of process improvement tools and techniques
• Ability to multitask and work independently in a fast-paced work environment.
• Excellent verbal and written communication skills
• Attention to detail and accuracy.
• Outgoing and confident personality, able to communicate, influence and challenge cross functionally and at all levels of the business
• Demonstrate a passion for Holland and Barrett

Technical Skills:

• 3+ years' experience of delivering medium to large-scale projects ideally in a retail environment
• Knowledgeable in all phases of a project lifecycle
• Ideally Lean Six Sigma Green Belt or higher – Or a high level of understanding of the tools and techniques used
• Understanding of Agile methodology
• Ability to facilitate efficient and effective decision making
• Strong analytical thinking and great at problem solving
• Flexible and able to multitask on several different aspects of a project or on multiple projects
• Excellent stakeholder management and communication skills
• Strong working knowledge of Microsoft Office
• Project Management Professional (PMP) / PRINCE II certification is a plus
• Able to produce quality work with strict deadlines
• Able to demonstrate good problem-solving skills

• Electric Car Scheme.
• Bonus up to 10%.
• Pension company contribution= 5%.
• Your wellbeing is paramount so you can get away and take 33 Days Holiday per year.
• Private Medical Care (Self)
• Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
• Career progression.
• 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.
• Stay active in the Onsite Gym at our Nuneaton Hub!
• We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
• And many more!

#LI-JA1

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.

Join us and see how far you can go…