Customer Experience Lead (Full-Time) - Oxford Street

New Balance; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a passionate Customer Experience Lead to inspire and empower their team in creating a world-class retail experience. This role involves leading HR conversations, enhancing customer service standards, and integrating omni-channel experiences. The ideal candidate will have proven leadership skills, a knack for storytelling, and a deep understanding of retail dynamics. Join a vibrant community where your contributions will make a significant impact on customer engagement and team development. This is an exciting opportunity to thrive in a fast-paced environment while driving sales and fostering a positive workplace culture.

Benefits

Competitive compensation

Retail Bonus Scheme

Development opportunities

Inclusive working environment

Generous staff discount

Project involvement across Europe

Flexible uniform package

Qualifications

• Proven leadership experience with a passion for motivating teams.
• Strong storytelling skills to enhance brand engagement.

Responsibilities

• Lead HR-related conversations and ensure compliance with policies.
• Enhance customer service standards and manage consumer feedback.
• Plan and execute in-store events for maximum engagement.

Skills

Leadership

Storytelling

Communication

Sales Target Achievement

Team Motivation

Retail Operations Knowledge

Job description

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:

1. Lead and support all HR-related conversations, including Return to Work (RTW) processes, lateness management, investigations, and recruitment.
2. Ensure compliance with company policies and procedures while fostering a positive and inclusive workplace culture.
3. Provide guidance, training, and coaching to store teams, identifying key training opportunities for staff development.
4. Oversee and enhance customer service standards, managing consumer feedback effectively to drive improvements.
5. Ensure seamless integration of omni-channel experiences within the store, bridging online and offline customer journeys.
6. Oversee the Sneakers Lab department, ensuring adequate staffing (4 team members available throughout the week).
7. Support team members in delivering expert sneaker care services and an exceptional customer experience.
8. Plan and execute in-store events, collaborating with relevant teams to ensure seamless execution and maximum engagement.
9. Coordinate logistics, staff involvement, and post-event evaluations to drive future improvements.

REQUIREMENTS FOR SUCCESS:

1. Proven leadership experience with a passion for motivating teams and creating an engaging work environment.
2. Strong storytelling skills to bring the New Balance brand to life for both customers and staff.
3. Knowledge of global consumer trends and an ability to integrate cultural insights into retail strategies.
4. Exceptional communication skills in English (additional languages are an advantage).
5. Enthusiasm for achieving sales targets and developing team capabilities.
6. Flexibility to adapt to a dynamic and fast-paced retail environment, including availability on weekends and holidays.
7. Understanding of retail KPIs, loss prevention, and multi-channel operations.

ADDITIONAL BENEFITS:

1. Competitive compensation
2. Potential to earn more through our Retail Bonus Scheme
3. Great development opportunities
4. Inclusive working environments across all our European locations
5. Generous staff discount
6. Project involvement across our European region
7. Flexible uniform package