<div class="earcuposdescription"><div class="earcuposdescriptionnote"><p><strong>Location &amp; working arrangement</strong></p><p>Nuneaton OR London | Permanent | Hybrid working (if London based, some travel to Nuneaton would be required)</p><p><strong>Intro</strong></p><p>Every customer interaction is an opportunity. The challenge is knowing which ones will make the biggest difference.</p><p>Our customer data gives us the opportunity to make marketing more relevant, grow existing-customer revenue and bring more people into our stores and digital channels. The key is turning that insight into the right activity, at the right time, for the right customers.</p><p>As Senior CRM Trading &amp; Engagement Manager, you'll own CRM trading performance and lead the delivery of our omnichannel CRM plan. You'll bring together commercial priorities, customer insight and technical CRM capability to create targeted campaigns that drive revenue and engagement without overwhelming customers with contact.</p><p>You'll lead a team of five and work closely with Digital Trading, Commercial, Marketing, Data and Analytics to turn customer opportunities into measurable results.</p><p><strong>What you'll be doing</strong></p><ul><li>Own weekly CRM trading performance, driving revenue and contribution as part of the wider omnichannel trade plan.</li><li>Set priorities across promotional, seasonal, category and regional activity, making sure CRM effort is focused where it can have the greatest impact.</li><li>Shape audience, contact and channel strategies to grow sales while protecting customer engagement.</li><li>Use first-party customer data, customer behaviour and segmentation to identify valuable opportunities and deliver more personalised activation.</li><li>Turn commercial opportunities into technically deliverable CRM plans, bringing together data, triggers, decisioning, personalisation and channel capabilities.</li><li>Partner with MarTech, Data and Analytics teams to get more from our customer data platform (CDP) and Braze capabilities, identifying gaps that limit performance.</li><li>Lead CRM activity that supports category growth and store footfall, including regional campaigns and local targeting.</li><li>Use performance insight and test-and-learn to improve campaign effectiveness, understand incremental return and make better decisions about what happens next.</li><li>Lead and develop your team, building the trading and execution capability needed to deliver against our commercial priorities.</li></ul><p><strong>What you'll bring</strong></p><ul><li>Senior CRM or trading experience in retail or a consumer business, with a strong understanding of commercial performance.</li><li>The ability to translate customer data and insight into clear trading priorities, audience strategies and effective campaigns.</li><li>Strong technical CRM and omnichannel knowledge, including how data, segmentation, triggers and personalisation work together.</li><li>Experience using CDP and marketing automation capabilities, ideally including Braze, to deliver commercial results.</li><li>Commercial and analytical judgement, with a focus on revenue, conversion, return on investment and customer engagement.</li><li>The confidence to influence stakeholders, work across functions and lead a team through a busy, fast-moving trading agenda.</li></ul><p><strong>Benefits</strong></p><p><strong>Holidays</strong></p><ul><li>33 days, including bank holidays</li><li>Holiday purchase scheme</li></ul><p><strong>Health &amp; Wellbeing</strong></p><ul><li>24/7 Virtual GP access</li><li>Private medical insurance – single cover</li><li>Annual free at-home health testing kit (after 6 months' service)</li><li>Access to our Employee Assistance Programme and a network of Mental Health First Aiders whenever you need support</li></ul><p><strong>Financial Wellbeing</strong></p><ul><li>Workplace pension with 5% employer contribution</li><li>Life assurance (2x salary, after 6 months' service)</li></ul><p><strong>Reward</strong></p><ul><li>Annual Bonus (subject to company and individual performance) up to 10%</li><li>£50 Colleague product allowance on Holland &amp; Barrett products (after 6 months' service)</li></ul><p><strong>Lifestyle &amp; Everyday Benefits</strong></p><ul><li>Access to cashback and discounts from a wide range of retailers</li><li>25% colleague discount, available in store and online</li><li>Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps</li><li>Cycle to Work scheme</li></ul><p><strong>Call to action</strong></p><p>Ready to turn customer insight into stronger commercial results? If you know how to make CRM work harder, bring people together around trading priorities and lead a team to deliver, take the next step and apply through the internal vacancy page.</p><p>About Holland &amp; Barrett</p><p>We exist to make health and wellness a way of life for everyone, adding quality years to life. With more than 150 years of experience, we bring together knowledge, evidence-led thinking and practical support to help people move forward on their own wellness journeys. Every customer interaction is another opportunity to make that purpose real.</p><p><strong>Inclusion &amp; accessibility statement</strong></p><p>We want every colleague to feel included and able to bring their experience and perspective to work. If you need an adjustment to support you through the application process, please let the hiring team know.</p><p>&nbsp;</p><p>#LI-HYBRID #LI-JK2</p><p>&nbsp;</p></div></div>