Customer Experience Manager (12-month FTC)

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Role Responsibility

The Strategy & Insight team aims to put the customer at the centre of decision making and business strategy by providing insights about our customers and how they engage with Selfridges. A key part of this is our Customer Experience (CX) programme, “Spotlight”, which allows the business to identify improvements to the in-store and online experience based on customer feedback.

Reporting to the Strategy & Insights Lead, the Customer Experience Manager is responsible for the smooth running of the Spotlight programme. Your prioritised and actionable insight will influence change across all channels with the objective of improving the Selfridges customer experience.

The Customer Experience Manager will work alongside a Customer Researcher who will support by providing insights and analysis of customer feedback and assisting with administrative tasks.

As the Customer Experience Manager, You Will: 

• Develop and maintain a roadmap for the Spotlight CX programme with accountability for delivering short, medium and long-term objectives.
• Manage relationships with our CX platform provider (Medallia) and oversee how service hours are allocated.
• Collaborate with internal teams (e.g., IT, Info Sec) to ensure any technical or data issues relating to the CX programme are identified and resolved.
• Be responsible for updating and sharing CX reports on a weekly and monthly basis.
• Prepare and present bi-annual CX reviews for stores and head office teams.
• Support stakeholders from across the company with a manageable number of ad-hoc requests for customer feedback and insight.
• Proactively use CX data to identify customer experience trends, emerging themes or pain points.
• Enable stakeholders to understand the customer experience and prioritise CX actions.
• Inspire colleagues and stakeholders through creative and engaging deliverables and impactful storytelling which drives action and provokes change.
• Develop and build strong relationships with internal stakeholders to understand their business challenges and insight needs.
• Develop and deliver a communications plan to build engagement with Spotlight amongst Ambassadors and the wider community of stakeholders.
• Work alongside Learning & Development to design training related to the CX programme.
• Support business stakeholders in turning insights into action and tracking progress.
• Coach and develop and manage the workload of the Customer Researcher.
• Collaborate with the wider community of analysts within Strategy & Insight and in other departments such as CRM, Digital Operations, UX, etc.
• Prepare for and drive own development and performance reviews, booking on to relevant training courses.

The Ideal Candidate

• Experience of market research or customer insight with a particular specialisation in CX and Net Promoter Score (NPS).
• Experience of analysing and telling stories from data to explain and improve customer journeys.
• Experience of using Medallia or similar CX platforms to understand trends and insights.
• Excellent communication, presentation and interpersonal skills.
• The ability to collaborate with and influence business departments and third parties.
• Well organised and able to prioritise tasks.
• Background in retail operations preferable.

About the Company

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges