The Customer-First Mindset Driving Change at Holland & Barrett

In the latest episode of The Retail Tea Break, I’m joined by the Group CFO of Holland & Barrett to explore what happens when finance leadership truly puts the customer first. Vineta Bajaj’s career spans high-growth, tech-led businesses including Ocado and Rohlik Group. She brings a fresh perspective to the CFO role, one that goes far beyond traditional metrics and into customer experience, culture and long-term value.From scaling online grocery operations to transforming physical retail into community wellness hubs, we explore why stores still matter. We also discuss the role of culture in driving performance and why engaged teams are critical to long-term commercial success.Together, this conversation offers a clear and practical view of what modern retail leadership really looks like. A must-listen for anyone leading, or aspiring to lead, in modern retail.Episode HighlightsWhy customer experience should drive business decisions, even in financeWhat it really takes to scale fast-growth, multi-market retail businessesHow culture and employee experience directly impact performanceThe shift towards Holland & Barrett stores as community-led wellness hubsHow technology, data and personalisation are reshaping retailFinding the balance between digital growth and human connection in-storeConnect with Vineta via her website: www.vinetabajaj.comVisit www.hollandandbarrett.comThis episode is brought to you by SCAYLE! The enterprise commerce platform empowering B2C brands and retailers to easily create outstanding customer experiences. It provides an intuitive, seamless feature set, which can be flexibly extended via API. Brands like Levi’s®, Harrods, Manchester United and Deichmann choose SCAYLE to accelerate innovations and drive growth. For more information, check out www.scayle.com