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- Tasks: Lead the Customer Experience team to create an engaging retail environment.
- Company: Join New Balance, a global community passionate about sportswear and customer experience.
- Benefits: Enjoy competitive pay, a Retail Bonus Scheme, generous discounts, and flexible uniforms.
- Why this job: Be part of a dynamic team that inspires and educates customers while driving brand excitement.
- Qualifications: Proven leadership skills, strong communication, and a passion for retail and team development.
- Other info: Opportunity to work in a fast-paced environment with events and cultural insights integration.
The predicted salary is between 28800 - 43200 £ per year.
At New Balance, we’re more than a sportswear brand – we’re a global community. As the leader of our Customer Experience team, you’ll be at the forefront of bringing our brand story to life, building awareness, and inspiring team excitement. We’re seeking a passionate and dynamic Customer Experience Lead who embodies the energy of New Balance, empowering their team to create a world-class retail experience that excites, educates, and entertains customers from all over the world.
MAJOR ACCOUNTABILITIES:
- Lead and support all HR-related conversations, including Return to Work (RTW) processes, lateness management, investigations, and recruitment.
- Ensure compliance with company policies and procedures while fostering a positive and inclusive workplace culture.
- Provide guidance, training, and coaching to store teams, identifying key training opportunities for staff development.
- Oversee and enhance customer service standards, managing consumer feedback effectively to drive improvements.
- Ensure seamless integration of omni-channel experiences within the store, bridging online and offline customer journeys.
- Oversee the Sneakers Lab department, ensuring adequate staffing (4 team members available throughout the week).
- Support team members in delivering expert sneaker care services and an exceptional customer experience.
- Plan and execute in-store events, collaborating with relevant teams to ensure seamless execution and maximum engagement.
- Coordinate logistics, staff involvement, and post-event evaluations to drive future improvements.
REQUIREMENTS FOR SUCCESS:
- Proven leadership experience with a passion for motivating teams and creating an engaging work environment.
- Strong storytelling skills to bring the New Balance brand to life for both customers and staff.
- Knowledge of global consumer trends and an ability to integrate cultural insights into retail strategies.
- Exceptional communication skills in English (additional languages are an advantage).
- Enthusiasm for achieving sales targets and developing team capabilities.
- Flexibility to adapt to a dynamic and fast-paced retail environment, including availability on weekends and holidays.
- Understanding of retail KPIs, loss prevention, and multi-channel operations.
ADDITIONAL BENEFITS:
- Competitive compensation
- Potential to earn more through our Retail Bonus Scheme
- Great development opportunities
- Inclusive working environments across all our European locations
- Generous staff discount
- Project involvement across our European region
- Flexible uniform package
Customer Experience Lead (Full-Time) - Oxford Street employer: New Balance
Contact Detail:
New Balance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead (Full-Time) - Oxford Street
✨Tip Number 1
Familiarise yourself with New Balance's brand story and values. Understanding their mission and how they engage with customers will help you convey your passion for the brand during interviews.
✨Tip Number 2
Showcase your leadership experience by preparing examples of how you've motivated teams in previous roles. Be ready to discuss specific strategies you've used to create an engaging work environment.
✨Tip Number 3
Research current global consumer trends and think about how they can be applied to enhance customer experiences at New Balance. This knowledge will demonstrate your proactive approach and understanding of the retail landscape.
✨Tip Number 4
Prepare to discuss your experience with omni-channel retailing. Think of examples where you've successfully integrated online and offline customer journeys, as this is crucial for the role.
We think you need these skills to ace Customer Experience Lead (Full-Time) - Oxford Street
Some tips for your application 🫡
Understand the Brand: Familiarise yourself with New Balance's brand story and values. This will help you convey your passion for the brand in your application and demonstrate how you can embody its energy.
Highlight Leadership Experience: Emphasise your proven leadership experience in your CV and cover letter. Provide specific examples of how you've motivated teams and created engaging work environments in previous roles.
Showcase Communication Skills: Since exceptional communication skills are crucial for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of successful storytelling in your past experiences.
Tailor Your Application: Customise your CV and cover letter to align with the job description. Address the major accountabilities and requirements for success directly, showcasing how your skills and experiences make you a perfect fit for the Customer Experience Lead position.
How to prepare for a job interview at New Balance
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for creating exceptional customer experiences. Share specific examples from your past roles where you successfully enhanced customer satisfaction or engagement.
✨Demonstrate Leadership Skills
Prepare to discuss your leadership style and how you've motivated teams in previous positions. Highlight any experience you have in training and developing staff, as this is crucial for the role.
✨Know the Brand Inside Out
Familiarise yourself with New Balance's brand story, values, and current market trends. Being able to articulate how you can embody and promote the brand will set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle customer feedback. Think of scenarios where you've successfully managed challenges in a retail environment and be ready to share those stories.
