Head of Customer & Digital

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 150,000 - 210,000; Full time

Job summary

HealthPost Group is seeking a highly motivated Head of Customer & Digital to lead retention goals and the digital experience across HealthPost, Flora & Fauna and Nourished Life. The role will own customer intelligence, strategy and infrastructure to turn buyers into loyal customers, guiding growth for all three brands.

You will lead a small team, champion our values, and connect ecommerce with the customer journey, placing the customer at the heart of everything we do while exploring AI-assisted

Qualifications

• Bachelor's degree in business, marketing, or related field.
• Experience leading customer, CRM, lifecycle or ecommerce teams.
• Proven track record in retention, conversion and CLV.
• Experience building or scaling a customer/ecommerce function.
• Strong command of Klaviyo, cohort analytics and subscriptions.
• Excellent communication, leadership and data-driven decision making.

Responsibilities

• Own the retention engine and lead customer strategy across HealthPost, Flora & Fauna and Nourished Life, using customer intelligence to shape lifecycle programs tailored to each brand's audience
• Manage the group level voice of customer tooling such as Yotpo, Zigpoll, product and site reviews
• Own loyalty program strategy and performance across the group
• Own the ecommerce trading, conversion of customer demand into profitable sales and the digital customer journey
• Develop and own the HealthPost subscription program strategy alongside the management team, building subscriptions and ensuring optimisation
• Own the roadmap for customer facing digital ecosystem and organic discoverability
• Bring genuine curiosity to how AI tooling can sharpen customer intelligence and assist workflows

Skills

Leadership

Customer lifecycle

Ecommerce leadership

Data-driven decisions

Communication

Strategic thinking

Team management

Commercial acumen

Analytical skills

Education

Bachelor's degree

Tools

Klaviyo

Cohort analytics

Subscriptions

Job description

Open to applicants both in New Zealand and Australia

The HealthPost Group is a family business that started in 1988 in Golden Bay, out of a genuine belief that living naturally well should be easier for everyone. Today, that belief lives across three brands trusted by customers in Aotearoa New Zealand and Australia: HealthPost, our original home of natural health; Flora & Fauna, Australia's kind store for ethical, low-waste and cruelty-free living; and Nourished Life, Australia's home of natural beauty and clean living. Three brands, one shared purpose – we're the values-driven ecommerce group that customers trust, that suppliers want to partner with, and that our team is proud to be part of.

Summary:

We are seeking a highly motivated and experienced Head of Customer & Digital to lead our customer retention goals and digital experience across HealthPost, Flora & Fauna and Nourished Life. This role will own the customer intelligence, strategy and infrastructure that turns buyers into loyal customers, and plays a central part in the growth ambitions of all three brands. You're walking into a business with strong foundations already in place, and a genuine mandate to shape what comes next. Connecting ecommerce and the customer journey across all three brands, you will know the business intimately. Leading a small, dedicated team, you will champion our unique values and build a culture that puts the customer at the centre of everything we do.

Responsibilities:

• Own the retention engine and lead customer strategy across HealthPost, Flora & Fauna and Nourished Life, using customer intelligence to shape lifecycle programs tailored to each brand's audience
• Manage the group level voice of customer tooling such as Yotpo, Zigpoll, product and site reviews
• Own loyalty program strategy and performance across the group
• Own the ecommerce trading, conversion of customer demand into profitable sales and the digital customer journey
• Develop and own the HealthPost subscription program strategy alongside the management team, building subscriptions and ensuring optimisation
• Own the roadmap for customer facing digital ecosystem and organic discoverability
• Bring genuine curiosity to how AI tooling can sharpen customer intelligence and assist workflows

Qualifications:

• Bachelor's degree in business, marketing, or a related field
• Proven experience in customer, CRM, lifecycle or ecommerce leadership
• Experience in owning commercial outcomes including accountability for retention, conversion and customer lifetime value.
• Experience in building or scaling a customer or ecommerce function
• Strong command of Klaviyo, cohort analytics, subscription mechanics
• Excellent communication and interpersonal skills
• Strong leadership and team management skills
• Ability to analyse data and make data-driven decisions
• Strong commercial acumen

Meeting the following application question will be required:

• What is your current working rights status in New Zealand or Australia?