Customer Experience Manager

Halfords; West Midlands; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Manager to enhance customer interactions across various platforms. In this pivotal role, you'll leverage data insights to refine customer journeys, ensuring every touchpoint resonates with satisfaction. Your expertise will drive performance metrics, elevate customer loyalty, and foster a culture of continuous improvement. Join a collaborative team dedicated to creating exceptional experiences that keep customers coming back, all while enjoying the benefits of hybrid working and a supportive environment for personal growth.

Benefits

Car allowance

Annual discretionary bonus

Pension plan

Life assurance

25 days annual leave

Employee discounts

Wellbeing resources

Professional development opportunities

Qualifications

• Experience in customer experience, insights, or customer research roles.
• Strong project delivery skills and ability to manage multiple priorities.

Responsibilities

• Lead customer insight initiatives and drive actionable improvements.
• Build relationships across teams to embed customer thinking.

Skills

Customer Experience Management

Data Analysis

Stakeholder Management

Project Delivery

Collaboration

Education

Bachelor's Degree

Tools

Power BI

Excel

Job description

Halfords Worcestershire, England, United Kingdom

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Halfords Worcestershire, England, United Kingdom

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This range is provided by Halfords. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

About Us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

About The Role

At Halfords, we’re on a mission to deliver brilliant experiences with every customer interaction – in-store, online, or anywhere in between. We’re looking for a data-savvy, insight-driven Customer Experience Manager who’s passionate about making every moment count for our customers.

In this exciting role, you’ll be the voice of the customer – gathering and interpreting insight from data, feedback, and frontline conversations to shape journeys that truly resonate. You’ll lead engaging customer journey mapping sessions, collaborating across teams to identify friction points and turn them into opportunities for delight.

From first spark to full delivery, you’ll make sure improvements stay aligned with customer needs, keeping experience excellence at the heart of everything we do. You’ll help drive performance across key Customer Experience KPIs, elevate our NPS, and grow our understanding of what matters most to the people we serve.

Key Responsibilities

• Lead the charge on customer insight and experience, turning rich data into real action by working closely with our agency partners and internal teams.
• Keep your eyes firmly on the customer, digging deep to uncover the root causes of friction and finding smarter ways to make their journeys smoother.
• Drive every decision with actionable insight, grounded in a clear understanding of our customers’ real experiences — not just assumptions — to deliver measurable business outcomes.
• Serve as a thoughtful advocate for the customer — challenging decisions where it adds value and working with stakeholders to land change effectively with our customers.
• Build strong, trusted relationships across the business, and get under the skin of how we work so you can embed customer thinking into every part of our strategy.
• Confidently influence at every level, helping others see the value of customer-first thinking and bringing them along on the journey.
• Juggle priorities with purpose, always staying focused on the changes that will have the biggest impact for our customers and the business.
  
  

Reward & Benefits

• A fair and competitive salary evaluated against market data, car allowance, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
  
  

About You

• You will bring solid experience from a similar CX, insights, or customer research role, with a passion for delivering standout customer experiences and a track record of making a real impact — you're driven, curious, and always tuned into what matters most to customers.
• You’re a natural multitasker who thrives in fast-moving environments, balancing multiple priorities, managing stakeholders with ease, and delivering at pace without ever dropping the ball.
• You’re a great collaborator and connector, bringing people together across teams and levels, running engaging workshops, and turning ideas into collective action.
• You’ve got strong project delivery skills, always focusing your time and energy on what will move the needle for customers — even when juggling competing demands.
• You’re confident with tools like Power BI and Excel, using them to unlock insight, track performance, and bring data to life in a way that drives better decisions.
  
  

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.

At Halfords, we operate a hybrid working policy with 3 days per week on-site at our Support Centre in Redditch Worcestershire.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail

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