Head of Omnichannel

We're not just another retailer with a website. Holland & Barrett is building one of the most advanced digital ecosystems in health and wellness. With over £884 million in annual revenue and a 35% share of the UK's online wellness market, we're outpacing the sector's growth and reshaping how customers discover, shop, and manage their health.

From AI-powered recommendations to mobile-first wellness journeys, our digital transformation is real, rapid, and redefining the customer experience.

Which brings us to this role - our newly created Head of Omnichannel position.

The Role:

Plenty of brands say they're "omnichannel" - then treat their site like an afterthought. We don't.

We're looking for someone who actually understands what omnichannel means - not just the buzzword, but the messy reality of aligning digital, retail, logistics, and customer experience into something that feels seamless to the customer and profitable to the business.

This isn't about theory. It's about execution. You'll be the one making sure our app, website, stores, and fulfilment operations talk to each other like they're on the same team - because they are.

What you'll actually be doing:

• Making sure customers can buy online, pick up in store, subscribe, save, and get their stuff delivered without drama.
• Leading the planning and execution of major sale events - making sure they run smoothly across every channel and actually drive revenue.
• Owning the Subscription & Save programme and making sure it's more than just a checkbox on the roadmap.
• Delivering the Digital Trade Plan with commercial focus and cross-functional coordination.
• Driving app growth, retention, and monetisation - not just downloads.
• Working with supply chain to make fulfilment smarter - same-day delivery, ship-from-store, curbside pickup, all that good stuff.
• Optimising inventory and store fulfilment models so customers get what they want, when they want it.
• Collaborating with Customer Service to unify the experience - so customers don't feel like they're talking to different companies depending on the channel.
• Using customer insights to personalise marketing and make loyalty feel like more than just points.
• Owning the budget. Tracking the numbers. Making sure the ROI stacks up.
• Spotting tech that makes life easier for customers and teams, and getting it implemented without a 12-month delay.

Location: We've got offices in Nuneaton (Near Coventry) and London, and the digital team moves between both. You'll need to spend at least one day a week in Nuneaton (that's HQ), but beyond that, we're flexible. We ask for two days a week in the office, and the rest is up to you - home, coffee shop, wherever you get stuff done. If you're based in London, you won't be the only one hopping between the two.

The Person:

• You get omnichannel. Not just the buzzwords - the actual mechanics of making digital and physical retail work together without falling over.
• You've lived in e-commerce. Platforms, digital marketing, customer journeys - you know what converts and what doesn't.
• You speak logistics. You understand how supply chain, inventory, and fulfilment impact the customer experience - and the bottom line.
• You think long-term. You can build strategies that don't just chase short-term wins but actually move the business forward.
• You lead like a grown-up. You know how to motivate teams, build trust, and get things done without drama.
• You know your way around data. Not just reading dashboards - interpreting trends, spotting opportunities, and making decisions that matter.
• You've driven change. Real change. The kind that makes people uncomfortable before it makes things better.
• You've done this before. You've delivered omnichannel strategies that worked - not just pitched them.
• You've led digital transformation. E-commerce, mobile, social - you've helped businesses evolve, not just keep up.

What we offer:

Let's be honest - as interesting as our digital journey is, no one applies for a job just for the mission. You want to know what's in it for you. Here's a taste:

• The salary's competitive. We'll talk numbers early
• Car allowance. Because this role moves fast, and so should you.
• Bonus scheme. You help drive growth, you share in the reward.
• 25% off (nearly) everything at H&B. Even the fancy supplements.
• Pension contributions. Because future-you deserves a break.
• Perks from other retailers. Discounts, advice, and savings from brands you actually use.
• And more. We won't list every perk, but it's more than just free fruit and a ping-pong table.

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).