Customer Experience Executive

JD Sports Fashion Plc; Rochdale; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading sports retail company is seeking a Customer Experience Executive to enhance customer journey across all touchpoints. This role involves managing customer experience improvement projects and collaborating with cross-functional teams to deliver measurable enhancements. To succeed, candidates should have advanced Microsoft Office skills, proven project management capabilities, and a strong analytical mindset. Excellent communication skills are crucial for presenting findings to stakeholders and resolving customer issues within a fast-paced environment.

Qualifications

• Demonstrated project management experience in planning, execution, and reporting.
• Strong analytical skills with attention to detail.
• Excellent written and verbal communication skills tailored for varied audiences.

Responsibilities

• Coordinate customer experience improvement projects from initiation to delivery.
• Monitor and evaluate the impact of changes using customer data.
• Handle escalated customer issues with professionalism.

Skills

Advanced proficiency in Microsoft Office

Project management skills

Analytical abilities

Problem-solving skills

Communication skills

Commercial awareness

Tools

Microsoft Excel

Atlassian CX Jira

Job description

Job Title: Customer Experience Executive

Reporting to: Senior Customer Experience Manager

Department: Customer Experience / Customer Care

Location: Kingsway Distribution Center

Hours: 40 Hours per week - May include occasional late shifts and weekends

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.

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.