Hybrid O+O Customer Experience Leader

AS Watson; England; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Bonus scheme

Hybrid working model

Mental health support

Life assurance

Refer-a-friend scheme

Job summary

AS Watson is seeking a Senior O+O Customer Excellence Specialist to drive content excellence across European markets. You will lead audits, analyze customer journeys across Offline & Online touchpoints and translate insights into practical, action-oriented recommendations that boost engagement and sales.

The role emphasizes training, best-practice development and the adoption of AI-powered tools to scale impact. Hybrid working and a focus on customer loyalty are key.

Qualifications

• 4+ years in content marketing within a retail ecommerce context.
• Experience evaluating and optimising customer experiences across O+O environments.
• Strong analytical skills with performance metrics and KPIs.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead and deliver O+O customer experience audits and content reviews.
• Analyse journeys across Offline & Online touchpoints from discovery to post-purchase.
• Translate insights into actionable plans with measurable results.
• Present findings to senior leaders to drive improvements.
• Develop content excellence frameworks, scorecards and best practices.
• Design and deliver training to empower teams.
• Explore AI-powered tools to enhance reviews and capabilities.

Skills

Content marketing

O+O know-how

Data analysis

Stakeholder management

Training delivery

AI awareness

Education

Bachelor's degree in Marketing

Job description

AS Watson is seeking a Senior O+O Customer Excellence Specialist to drive content excellence across European markets. You will lead audits, analyze customer journeys across Offline & Online touchpoints and translate insights into practical, action-oriented recommendations that boost engagement and sales.

The role emphasizes training, best-practice development and the adoption of AI-powered tools to scale impact. Hybrid working and a focus on customer loyalty are key.