Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Drive customer experience improvements and manage projects to enhance the customer journey.
- Company: Join a dynamic team at a leading omni-channel retail company.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference in customer satisfaction and work with a passionate team.
- Qualifications: Strong analytical skills, project management experience, and excellent communication abilities.
- Other info: Fast-paced environment with plenty of opportunities to learn and grow.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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.
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.
- 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.
Customer Experience Executive in Rochdale employer: Naylor's Equestrian Llp
Contact Detail:
Naylor's Equestrian Llp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive in Rochdale
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience strategies. Be ready to discuss how your skills can help improve their processes and enhance customer satisfaction.
✨Tip Number 3
Practice your storytelling skills! When discussing your experiences, frame them in a way that highlights your problem-solving abilities and how you've positively impacted customer journeys in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Experience Executive in Rochdale
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Experience Executive role. Highlight your project management skills and any experience you have with customer data analysis. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experiences. Share specific examples of how you've tackled similar challenges in the past, and don’t forget to mention your analytical skills.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your written communication prowess. Keep it clear, concise, and engaging. We love a good story, so feel free to weave in your experiences that demonstrate your ability to connect with customers.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your materials!
How to prepare for a job interview at Naylor's Equestrian Llp
✨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 tackle real issues.
✨Showcase Your Project Management Skills
Be prepared to discuss specific projects you've managed in the past. Highlight your planning, execution, and reporting skills. Use examples that demonstrate your ability to coordinate teams and deliver measurable outcomes, as this is crucial for the role.
✨Data-Driven Mindset
Since the role involves interrogating customer data, brush up on your analytical skills. Be ready to talk about how you've used data to inform decisions or improve processes in previous roles. This will illustrate your strong analytical abilities and attention to detail.
✨Communicate Effectively
Practice tailoring your communication style for different audiences. You might be asked to present findings or share insights, so think about how you can tell a compelling story with your data. Good communication is key in building relationships and championing the 'Voice of our Customer'.
