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Product and User Experience Manager

Pharmacy2U Ltd
Closing date
23 Feb 2021

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Marketing & PR
Contract Type
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Job Details

Pharmacy2U is the UK's first and largest online pharmacy, we're a market leader in the pharmacy world, helping over 500,000 patients in England manage their NHS repeat prescriptions from request through to delivery.

For 20 years, we have used cutting-edge technology alongside our UK-based pharmacists, dispensing specialists and customer care advisers to help improve the lives of patients. Our Leeds-based central dispensing facility is distributing medication to patients at a rate of over 1m+ items per month.

Chemist Direct is part of the Pharmacy2U family. Chemist Direct serves the health and beauty needs of our customers delivering over 600,000 orders per year from over 5000 sku's at our state of the art new fulfilment centre in Leicestershire. Chemist Direct is witnessing significant growth of +70% year on year as customers change their buying habits and we wish to continue on this growth trajectory with the confidence and trust of our customers

Private Online Doctor is also part of the Pharmacy2U family. It offers our patients access to relevant prescription medicines via a private online GP consultation. It's aim is to assist those patients with specific needs across a broad range conditions

We're an ambitious company with big plans for the future and we're looking for high calibre, experience and driven individuals to join our team.

Our aim is to further disrupt the industry for the benefit of patients with leadership that is passionate about building the skills and expertise of our teams- "come and join the rocket ship"- CEO Mark Livingstone.

Role Purpose

To support the delivery of the Chemist Direct strategy achieving sales and profit targets by ; Delivering a first class onsite customer experience and journey . Achieved by creating, developing and implementing a first class, frictionless, customer facing Product (s) that are easy to navigate and accurate optimising the commercial opportunity. This is supported by the creation, development, testing and implementation of frictionless back end systems and operations

Essence of Role - Key Accountabilities
  • Accountable for and Champion of "what the customer sees" ; the customer experience and journey
  • Play a leading role in the Chemist Direct Senior Team. Creating an open culture that is results oriented, accountable and collaborative.
  • Working with marketing on the online merchandising of the customer proposition in an effective way to drive acquire customers via different channels ; SEO / PPC / Google Authority Score and optimise conversion rates , sales profit and income
  • Own, Develop, test, implement and manage the end to end Product processes and timelines ( customer facing and back office / operational ) in a continuous improvement environment (Systems & Processes) in collaborations with key stakeholders
  • Develop and manage relationships with internal and external stakeholders including Suppliers / 3rd Party suppliers
  • Ensuring that the workplace remains fun, relaxed and friendly.

Knowledge, skills and experience required for role

  • Demonstrably customer centric
  • Highly analytical and numerate with the ability to convert analysis into tangible business benefits, ; translate data into new sales and profit opportunities through design / test / technical specifications, business cases, through to delivery
  • Strong commercial and operational mind set, constantly focussed on delivering value to customers
  • Responsible for the management and layout of the customer proposition ensuring all product details are optimised for SEO / PPC customer acquisition to maximise sales and profitability
  • Ability to critically assess and validate technical design vs customer needs and requirements, thoroughly testing new product features
  • Expert in Google Analytics / Studio / Data Studio / Office / HTML / Web Development / UX Tools etc and or similar applications
  • Developing and maintaining design wireframes and specifications
  • Proven ability to successfully Project Manage the product lifecycle of complex solutions to budget
  • Ability to prioritise and organise tasks and workload for self and for team, managing at times competing priorities
  • Ability to collaborate with strong communication skills (verbal and written) and effectively manage / influence and negotiate and pragmatically resolve conflict with internal and external stakeholders
  • Working with Marketing / Commercial to implement an agreed visual or brand identity into a finished product
  • Hands on Problem Solver - demonstrating flexibility and tenacity - "thinking on your feet"
  • Facilitator of, and adaptable to Change

  • Experience of working in a highly complex, dynamic and pressured environment, delivering targets to tight deadlines with high levels of accuracy
  • Appreciation of working within company with ethical rules and regulations
  • Extensive experience of Ecommerce operations and Ecommerce platforms
  • Project Management Experience in either a Product / UX / Merchandising in an Ecommerce environment
  • Experienced in Managing / Coaching / Mentoring to get the best out of people
  • Experience of managing / Technical teams / 3rd Party Providers / Contracts
  • Experience of creating , developing and maintaining relationships

  • A Level (Equivalent ) or Degree (Equivalent)
  • Ability to use Excel at an intermediate level
  • Project Management Skills eg Prince2 desirable but not essential
  • Google Certified - desirable but not essential
  • Extensive knowledge of E-Commerce / Platforms / 3rd party add ons
  • Artistic eye for Product Design
  • HTML / Web Development Tools / Adobe XD / Marvel / Invision / JIRA / AMO / Illustrator / Nextopia etc

  • Self-starter and collaborative team player
  • Tenacity and will to win with strong delivery focus with ability to work by objectives and targets
  • Naturally inquisitive with a logical and systematic approach
  • Ability to see the bigger picture
  • Flexible and Resilient
  • Facilitator and driver of change
  • Commercially Aware
  • Comfortable with Conflict and Conflict Resolution
  • Demonstrate professional conduct and respect for others at all times, both Pharmacy2U colleagues and our suppliers and partners
  • Demonstrate a customer first approach at all times and strives to exceed customer expectations
  • Decision Making

  • Passionate - The only way to do great work is to love what we do
  • Ambitious -Healthy ambition fires us up without burning others
  • Trusted - Trust grows from our endless pursuit of the very highest clinical standards
  • Innovative - If there's a way to do it better. We find it
  • Excellent - Excellence is the gradual result of always striving to do better
  • Nurturing - Be a brain to pick, an ear to listen, a push in the right direction
  • Team-focused - It is amazing what we can accomplish if we do not care who gets the credit

  • Salary £35,000 - £40,000 Dependant on experience
  • Hours - 40 hours a week full time. Mon to Fri
  • 25 days annual leave increasing with service plus bank holidays
  • Brand new head office at The Springs, first class office environment
  • Brand new facility in Bardon, with state of the art automation
  • Recently re-furbished pharmacy facility in Leeds, 14
  • Contributory pension (discounted insurance Aviva*)
  • Employee discount site (access to a great range of discounts on holiday bookings, high street vouchers, gift cards, cinema tickets, days out, leisure activities and your day to day spending)
  • 25% Discount on staff health and beauty purchases
  • Social events throughout the year
  • Park Life Membership (exclusive offers and discounts for The Springs, Leeds)
  • Free onsite parking and refreshments
  • Cycle to work scheme
  • Long service bonus
  • Employee Assistance Programme
  • Online Health and Wellbeing Resource
  • Discounted Gyms
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