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- Tasks: Drive customer experience improvements and manage projects to enhance the customer journey.
- Company: Join JD Sports, a leading global omni-channel retailer in sports fashion.
- Benefits: Enjoy staff discounts, personal development opportunities, and a dynamic work environment.
- Why this job: Make a real impact on customer experiences in a fast-paced, innovative team.
- Qualifications: Strong project management skills and a passion for customer service.
- Other info: Be part of a growing company with excellent career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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.
Role Overview: A pivotal role within the Customer Experience Team, responsible for driving and project managing improvements for our customers across our diverse Omni-Channel retail fascias. The role includes interrogating customer data across all touchpoints to understand the end-to-end customer journey, identifying pain points and friction, and leading cross-functional projects to deliver actionable improvements that enhance customer experience and reduce contact.
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.
- Cross-Functional Collaboration with Customer Care Operations, Digital Operations, Distribution Centers and Technical Support business areas to ensure global processes and systems drive increased efficiencies and performance.
- Handle escalated customer issues with empathy and professionalism, provide customer journey summaries and outcomes.
- Implementation of robust rigour for BAU customer testing environments such as test orders (end to end purchase and return journey), customer communications, customer feedback.
- Supporting the customer care operation through daily management of the Atlassian CX Jira portal.
- Conduct ad-hoc competitor analysis to understand market trends.
- Review and management of customer communications including groupwide FAQ’s and customer communications including despatch notes.
- Supporting the CX team with engagement activities to drive positive customer outcomes.
Essential Skill/Experience/Knowledge
- Advanced proficiency in Microsoft Office, with a particular emphasis on Excel, is required.
- Demonstratable 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, and present findings to senior stakeholders through effective storytelling.
- Self-motivated individual capable of managing tasks from initiation through to completion, with a focus on delivering measurable benefits.
- 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.
Benefits
We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.
Customer Experience Executive in Rochdale employer: JD Sports Fashion
Contact Detail:
JD Sports Fashion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive in Rochdale
✨Tip Number 1
Get to know the company inside out! Research JD Sports, their values, and recent news. This way, when you chat with them, you can show off your knowledge and passion for their brand.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer experience and project management. Role-play with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows you're keen and keeps you fresh in their minds.
We think you need these skills to ace Customer Experience Executive in Rochdale
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Executive role. Highlight your project management skills and any relevant experience in customer service, as this will show us you understand what we're looking for.
Show Off Your Analytical Skills: Since the role involves interrogating customer data, don’t shy away from showcasing your analytical abilities. Include examples of how you've used data to drive improvements in previous roles – we love a good success story!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen to be part of our team!
How to prepare for a job interview at JD Sports Fashion
✨Know Your Customer Journey
Before the interview, take some time to understand the end-to-end customer journey in omni-channel retail. Familiarise yourself with common pain points and think about how you would address them. This will show your potential employer that you're proactive and ready to contribute to improving customer experiences.
✨Showcase Your Project Management Skills
Be prepared to discuss specific examples of projects you've managed in the past. Highlight your planning, execution, and reporting skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Demonstrate Analytical Thinking
Since the role requires strong analytical abilities, come equipped with examples of how you've used data to inform decisions or improve processes. Be ready to discuss any tools or software you've used, especially if they relate to customer care operations.
✨Communicate Effectively
Practice tailoring your communication style to different audiences. During the interview, focus on clear and concise storytelling when presenting your experiences. This will not only showcase your excellent verbal skills but also demonstrate your ability to engage with various stakeholders.
