Online Business Merchandiser

SUPERDRUG; Croydon; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

33 days holiday (38 with service)

Staff discount codes

30% discount on Superdrug Own Brand

Hybrid working

Pension matching

Learning & development

Group affiliation with Savers/The Perf

Job summary

Superdrug is seeking an Online Health Experience Manager at its East Croydon Head Office. You will drive growth of Superdrug's online healthcare business by creating market-leading digital health experiences that guide customers to the right products, services and advice.

You will work with Trading, Healthcare Services, CRM, Content, UX, Digital Marketing, eCommerce and Technology teams to deliver seamless journeys that boost health participation online and overall performance.

Qualifications

• Experience in ecommerce, digital trading, digital product, CRM, online marketing, customer experience or a related digital commercial role.
• Strong understanding of customer journey optimisation, conversion principles, digital merchandising and onsite experience.
• Experience using customer insight, search data, analytics and commercial performance reporting to inform decisions.
• Working knowledge of content strategy, SEO, GEO, search optimisation and personalisation.

Responsibilities

• Leading the online healthcare customer experience roadmap across Superdrug.com and the app.
• Improving health search, autocomplete, search filters, no-results journeys and solution-led navigation.
• Partnering with UX, product and technology teams to organise digital health journeys around customer needs.
• Collaborating with Category Trading to strengthen Own Brand visibility through PDPs, category landing pages and app journeys.
• Working with the content team to develop Health Hub content and condition guides that are easy to scan and discoverable online.
• Coordinating with Healthcare Services to make Online Doctor and health services visible at the point of need.

Skills

Ecommerce

Digital trading

CRM

Online marketing

Customer experience

Digital product

Cross-functional

Job description

Join Superdrug Head Office- Make a Real Difference Every Day!

Location: East Croydon

Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.

Salary: Competitive

Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We're a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people - they make the difference. We're all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting bit... A day includes:

Online Health Experience Manager is responsible for growing Superdrug's online healthcare business by creating market-leading digital health experiences that help customers find, understand and access the right products, services and advice.

The role will work across Trading, Healthcare Services, CRM, Content, UX, Digital Marketing, eCommerce and Technology teams to deliver seamless customer journeys that increase health participation online, trust, engagement and commercial performance.

Key Responsibilities:

• Leading the online healthcare customer experience roadmap across Superdrug.com and the app. f
• Improving health search, autocomplete, search filters, no-results journeys and solution-led navigation so customers can find the right product, content or service by symptom, condition or health need.
• Working with UX, product and technology teams to organise digital health journeys around customer needs
• Partnering with Category Trading to strengthen Own Brand visibility through PDPs, category landing pages, homepage merchandising, app journeys, comparison content, FAQs and trust signals.
• Working with the content team to develop expert-led Health Hub content and condition guides that are easy to scan, commercially connected and discoverable through on-site search, SEO and GEO.
• Working with Healthcare Services to make Online Doctor and healthcare services visible at the point of need across PDPs, service landing pages, Health Hub content and app journeys.
• Reducing customer friction from symptom discovery through consultation, booking, treatment or prescription fulfilment.
• Creating connected customer journeys that link health needs, products, services, content, CRM and digital marketing activity into complete health missions.
• Working with CRM and Loyalty teams to build replenishment reminders, seasonal health nudges and lapsed customer win-back journeys.
• Using customer behaviour, search insight, loyalty data and performance reporting to identify opportunities, prioritise activity and measure commercial impact.
• Supporting AI-enabled health experiences, including AI-ready content, natural language search, intent recognition, personalisation, routine builders and lifecycle recommendations.
• Managing cross-functional delivery from concept through testing, launch and optimisation.

This job is a good fit for you if:

You are a self starter and able to identify opportunities and implement them

You are motivated by finding growth opportunities and turning ideas into measurable results.

You get satisfaction through delivering improvements that make a genuine difference to customers and business performance.

You enjoy solving customer problems and making complex health journeys feel simple, reassuring and accessible.

You know you add value through combining commercial thinking with customer insight and digital execution.

You understand how content, commerce, search, CRM, UX and technology work together to create brilliant customer experiences.

You are good at balancing strategic planning with hands‑on delivery.

You can easily build relationships and bring people together around a shared goal.

You have developed the ability to influence multiple teams and manage competing priorities.

You enjoy working in a fast‑paced environment where priorities evolve and innovation is encouraged.

You are curious about emerging technologies, including AI, and how they can improve customer experience, discovery and personalisation.

What you'll need:

Experience in ecommerce, digital trading, digital product, CRM, online marketing, customer experience or a related digital commercial role.

Strong understanding of customer journey optimisation, conversion principles, digital merchandising and onsite experience.

Experience using customer insight, search data, analytics and commercial performance reporting to inform decisions.

Working knowledge of content strategy, SEO, GEO, search optimisation and personalisation.

Experience delivering cross-functional projects involving commercial, customer, technology and operational stakeholders.

An understanding of healthcare, pharmacy, wellbeing or regulated customer journeys would be valuable.

Knowledge of AI, digital innovation or emerging customer engagement technologies would be beneficial.

Here’s what’s in it for you:

• 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
• 2 staff discount codes for yourself and a family member or friend
• 30% discount on Superdrug Own Brand Products both in store and online
• Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
• Company pension matching and bonus
• We offer Stream - a money management app that gives you access to a percentage of your pay as you earn it
• Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
• We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
• Unrivalled Learning and Development programmes
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support
• Come and be part of something special!

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