Head of Customer Experience

2 weeks ago

Redditch, United Kingdom Halfords Full time

Based: Redditch Worcestershire Mon-Weds

About us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a leading specialist retailer, we drive market innovation with a customer-focused approach and a diverse product range. Our services encompass everything from e-bike and electric vehicle maintenance to on-demand solutions, creating a unique and convenient experience for our customers. We are dedicated to fostering loyalty by providing compelling reasons for our customers to return, ensuring their continued enjoyment of motoring and cycling.


The opportunity


Are you passionate about driving exceptional customer standards and transforming the way Halfords engages with our customers? We are looking for a dynamic leader to take on the pivotal role of Head of Customer. In this senior position, you will play a key role in shaping the customer experience across the group, leading initiatives that enhance customer journeys, metrics, and standards.


This is an exciting opportunity for a leader with extensive customer experience, analytics and customer journey mapping to make a significant impact. You will oversee a talented team developing and executing a comprehensive customer strategy while collaborating with key stakeholders to embed customer data-driven decision-making.


About the role


In this role, you will lead the group’s customer insight and research efforts (including a small but mighty team), using data to develop a thorough understanding of our customer behaviour and drive strategy based on key metrics. You will oversee and improve customer journeys, be they in stores, garages or on the driveway, ensuring a seamless experience from start to finish, using a data-driven approach to measure and enhance customer satisfaction.


As a collaborative leader, you will work closely with teams across customer data, technology, marketing, digital operations, and customer standards, embedding customer-first practices. You will also act as a trusted advisor, providing recommendations on customer-related aspects of operational standards, performance metrics, and bonuses.


Additionally, you will serve as secretary for the Customer Board, driving discussions and influencing decisions on customer experience strategies and goals.


About you


We are One Halfords Family. Our leaders play an important role in guiding our teams towards success. Together, we foster a culture of trust, accountability, and empowerment, where every individual feels valued, supported, and committed to striving for a high performing culture.

In this role, we are looking for you to demonstrate:


  • Deep expertise in delivering a customer-first strategy which delivers results, with proven experience in designing and implementing customer metrics, journey mapping, and research strategies.
  • Experience of creating environments where people are motivated to do their best, with specific experience of developing and growing customer experience teams.
  • Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Strong business acumen, including project management with the ability to translate data insights into actionable insights.
  • Excellent communication and presentation skills.
  • Strong leadership capability with high levels of influence in building strategic partnerships and working collaboratively to meet shared objectives.
  • A result focussed approach, with the drive to consistently achieve.


What we offer

At Halfords, we believe in rewarding people with a competitive salary and comprehensive benefits package which includes:


  • 30 days of annual leave, allowing you plenty of time to recharge and maintain a healthy work-life balance.
  • Competitive bonus scheme that rewards you for your contributions and impact on the business.
  • Contributory pension scheme to help you build a strong financial foundation for the future.
  • An attractive long-term investment plan option to further support your financial growth and security.
  • Private medical insurance, and a colleague assistance programme, ensuring peace of mind for you and your loved ones.
  • Car allowance and a trade price bike scheme.
  • Discounts both with Halfords instore and within Auto Centre.
  • Access to a range of shopping discounts at High Street Retailers.


Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

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