Today, we’re 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.
She admits it hasn’t all been smooth. Now every rollout comes with full team alignment and training. And in a category where timing is everything, she’s blunt about why SameDaySupps matters: “Supplements are that thing you don’t realise you’re out of until you’re out.”
“No matter where you are, no matter what touch point with Nutrition Warehouse, we want you to feel a part of our community, to feel like you’re one of us and you want to be in it.”
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
0:00 Nutrition Warehouse Introduction
10:05 Building the Online Experience
13:40 Leveraging LLMs for E-commerce Growth
17:20 Enhancing Customer Experience With Click & Collect
22:04 Personalisation in E-Commerce
28:21 Utilizing Customer Data for Growth
39:26 Shopify POS Migration Journey
45:53 Building Trust and Authority
50:22 Roadmap and Loyalty Program
58:59 Partnering with Mateship
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