The Secrets Behind a 48% Conversion Lift at Nutrition Warehouse with Heather Earl | #551

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 WarehouseThe challenge of coming back from maternity leave straight into rapid industry changeRunning ecommerce across nine private label brands and 120+ retail storesMigrating to Shopify and Klaviyo to unify tech and simplify operationsDesigning an online experience that replicates in-store service and adviceLeveraging AI for search, personalisation and Shopify’s Knowledge BasePersonalisation and customer profiling inside the upcoming NW Active Rewards programLessons from rolling out two-hour delivery across a national store networkHow staff training, handheld devices and even a Nutrition Warehouse GPT are reshaping in-store serviceUsing customer reviews, mystery shopping and data-led decision making to guide UX changesSurprising insights from PDP testing that lifted conversion rates by nearly 50%Balancing risk and reward in trialling new tools without overcomplicating the stackConnect with HeatherExplore Nutrition WarehouseSubscribe to the Add To Cart newsletter  SMS us to Suggest a Guest Connect with Nathan Bush Join the Add To Cart Community