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.

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.