Head of Consumer

2 months ago

Nuneaton, United Kingdom Holland & Barrett Full time

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.
- The Role:
The Head of Consumer & Brand Insight will lead a team across Category, Shopper, Brand & Customer Experience Insights focused on creating competitive advantage for Holland & Barrett, driving business performance.

You will be creating compelling customer recommendations, that drive change across the business and fuelling our growth plans. You'll act as a key partner proactively partnering with senior stakeholders (typically Exuective/Director) to ensure requirements are captured, analysis undertaken appropriately and ensuring the insight is driving customer growth and improved customer experience.

The role is key in championing the consumer and shopper voice internally, ensuring that we put consumer insights at the heart of business decision making. You will be working within the Insights function, as the key pilot on customer analytics within Insights, working closely with the Head of Consumer & Brand Insights.

**Purpose**:

- The purpose of this role is to drive an outstanding understanding of the Consumer and their needs in the wellness market, translating this to action, embedding into decision making across Holland & Barret, driving customer centric growth.
- You'll build our customer strategy and then partner across the organisation to ensure we execute this brilliantly. This role is critical to H&B to ensure we maximise business opportunities in a customer centric fashion. You will be a key player in delivering our commercial and strategic ambitions in a consumer centric way.
- Furthermore, you will play a leadership role in the insight team, and the wider Customer, Digital & Marketing function. You will lead a team of 10-12 individuals (including 3 direct reports).
- The role has a global remit, but nearer term will be predominately focused on UK & RoI. You'll report into the Director of Customer Experience & Insight, alongside the lead for customer analytics.
- The Person:

- Substantial experience in Insight and ideally Retail
- Highly skilled in senior relationship management (Executive & Director level) - with proven ability to identify, establish and effectively manage key relationships
- Excellent thought leadership and strategic skills, influencing commercial and customer experience performance and improvements - experienced in managing a range of senior stakeholders across a matrix model
- Strong presentation skills, capable of articulating complex ideas with authority and making the case for change.
- Strong ability to inspire and engage people at all levels across a large organisation
- Experienced in leadership across virtual teams
- leading, motivating and developing team capability
- Comfortable with ambiguity and able to define requirements both effectively and in a timely manner
- Significant experience in strategy, insight, commercial (or a mix) either client side or at a strategy consultancy or research agency
- Outstanding leader in Insight, with demonstrable experience of complex insight programmes, driving strategy development and recommendations with strong understanding of Propositions, Go-To-Market, Shopper, Customer Experience and Brand Insight methodologies and driving change
- Demonstrable experience of insight strategy development, recommendations and implementation focused on driving up ROI of insight investments made
- Experience preferred working within Retail.

**Location**:
The company has a base in London and Nuneaton and some travel will be required to both locations, however the role is predominately based in Nuneaton or London. There may also be occasional travel outside of the UK. We're a global, digitally enabled business and we expect our colleagues to be self-driven and to determine the most appropriate place to work each day to meet the requirements of the role, achieve their best performance and optimum output.
- We offer:

- **Electric Car Scheme.**:

- **Company Bonus**:

- **Pension company **contribution**= 5%.**:

- Your wellbeing is paramount so you can get away and take **33 Days Holiday **per year.
- **Private Medical Care**:

- **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 pr

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