Customer Experience Executive

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019. We want to be the leading global omnichannel retailer in the sports and outdoor industry.

To be a part of this successful company and help us achieve our strategic goals of being a people-led, innovative and customer-focused organisation, you will be responsible for:

• Driving and project managing improvements for our customers across our diverse Omni-Channel retail fascias.
• Interrogating customer data across all touchpoints to understand the end-to-end customer journey, identifying pain points and friction.
• Leading cross-functional projects to deliver actionable improvements that enhance customer experience and reduce contact.

Key Responsibilities:

• Coordinate customer experience improvement projects from initiation through to delivery, ensuring clear objectives, timelines, and measurable outcomes.
• Develop and maintain project plans, track progress, and report on key milestones and risks to senior stakeholders.
• Serve as primary point of contact for customer experience enquiries, concerns, and feedback.
• Monitor and evaluate the impact of implemented changes, using data to inform ongoing improvements and share learnings across the business.
• Champion the “Voice of our Customer”, interrogate contact trends and identify opportunities to improve the customer journey.
• Build and maintain strong relationships with internal customers through proactive communication.
• Collaborate with Customer Care Operations, Digital Operations, Distribution Centers and Technical Support to ensure global processes and systems drive increased efficiencies and performance.
• Handle escalated customer issues with empathy and professionalism, providing customer journey summaries and outcomes.
• Implement robust rigour for BAU customer testing environments such as test orders, customer communications, and customer feedback.
• Support the customer care operation through daily management of the Atlassian CX Jira portal.
• Conduct ad-hoc competitor analysis to understand market trends.
• Review and manage customer communications including groupwide FAQs and despatch notes.
• Support the CX team with engagement activities to drive positive customer outcomes.

Requirements:

• Advanced proficiency in Microsoft Office, particularly Excel.
• Demonstrable project management skills, including comprehensive experience in planning, execution, and reporting.
• Strong analytical abilities and meticulous attention to detail.
• Exceptional problem-solving and conflict resolution skills, grounded in root cause analysis and objective data.
• In-depth knowledge of all customer care operational software systems.
• Prior experience in customer service, quality improvement, and process optimisation.
• Excellent written and verbal communication skills, with the capability to tailor messaging for varied audiences.
• Self-motivated individual capable of managing tasks from initiation through to completion.
• Consistently models professional behaviour and demonstrates flexibility and reliability.
• Exhibits resilience and adaptability within a dynamic, ambitious, and fast-paced team environment.
• Proactive in identifying potential opportunities and addressing issues before they arise.
• Solid commercial awareness and understanding of omni-channel retail operations.

We offer amazing benefits including staff discount on JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.