Episode Details
Back to Episodes
The Secrets Behind a 48% Conversion Lift at Nutrition Warehouse with Heather Earl | #551
Episode 551
Published 8 months, 2 weeks ago
Description
Today, Nathan is joined by Heather Earl, Head of Ecommerce & CX at Nutrition Warehouse, Australia’s largest supplement retailer with more than 120 stores, nine private label brands and a fast-growing footprint in New Zealand. Twice recognised in the Top 50 People in Ecommerce, Heather has been at the centre of the brand’s digital transformation: from migrating to Shopify and Klaviyo, to launching SameDaySupps and building a loyalty program that rewards customers for being active, not just shopping.
Today, we’re discussing…
- Heather’s journey into ecommerce leadership at Nutrition Warehouse
- The challenge of coming back from maternity leave straight into rapid industry change
- Running ecommerce across nine private label brands and 120+ retail stores
- Migrating to Shopify and Klaviyo to unify tech and simplify operations
- Designing an online experience that replicates in-store service and advice
- Leveraging AI for search, personalisation and Shopify’s Knowledge Base
- Personalisation and customer profiling inside the upcoming NW Active Rewards program
- Lessons from rolling out two-hour delivery across a national store network
- How staff training, handheld devices and even a Nutrition Warehouse GPT are reshaping in-store service
- Using customer reviews, mystery shopping and data-led decision making to guide UX changes
- Surprising insights from PDP testing that lifted conversion rates by nearly 50%
- Balancing risk and reward in trialling new tools without overcomplicating the stack
Connect with Heather
Explore Nutrition Warehouse
Subscribe to the Add To Cart newsletter