Job Purpose

Build close relationship with Customer Insight team to design and implement an end-to-end customer service strategy in our stores

Manage all customer reporting measures for Retail

Ensure that Retails execution of the Customer Service strategy is delivered.

Accountabilities and Responsibilities

• Work collaboratively with Customer Insight to instil to embed a customer centric culture across the business with responsibility for delivering tangible Customer Service improvements within Retail

• Champion a Customer mind-set within the New Look Support Centres and across the whole business

• Oversee the Retail New Look Listens programmes and on an on-going basis, identify other Customer feedback mechanisms for future requirements

• As part of the wider Customer Service strategy, use outputs of Customer feedback to plan, prioritise and manage improvements from creation to implementation

• Own the service improvement action plan working with key stakeholders on delivery and supporting with training, implementation and risk management where necessary

• Act as a service excellence role model and expert on Customer issues and provide regular updates to key stakeholders on the progress and impact of the service improvement action plan

Technical and Behavioural Skills

 Passionate about Customer Service with the ability to transform customer feedback into clear actions

 Customer focussed (both internal & external), commercial attitude

 Highly analytical, with an ability to interpret large amounts of data to identify patterns and trends and make recommendations

 Strong IT skills – confident in all Microsoft Office programmes (particularly PowerPoint and Excel)

 Strong written and verbal communication skills, with an ability to flex and adapt style as required

 High emotional intelligence, able to challenge and accept challenge professionally

 Robust yet flexible skills in challenging others, with strong assertiveness and drive

 Ability to make strong cross functional relationships

 Solution focussed and innovative

 To act with pace – the ability to be reactive and meet strict deadlines

 Excellent organisational skills and the ability to juggle changing priorities  in a fast paced environment

 Use initiative and work as part of a team and independently

Knowledge and Experience

• Proven experience of managing Customer experience or service improvement programmes

• Experience of utilising data to enact change within a service strategy

• Excellent experience and knowledge of Retail with a strong Customer focus

• Experience of managing third party contracts

• High emotional intelligence, able to challenge and accept challenge professionally

Why New Look?

The amazing people, the love of fashion, the 4pm Friday finishes – there are so many reasons to love working at New Look.

We offer training to support you and your career progression, so that you can be at your absolute best.

You’ll also receive these amazing benefits:

• 40% staff discount

• Monthly 25% off  privilege vouchers for family and friends to enjoy

• Quarterly sample sales

• Season ticket loans

We’re sure that you’re as excited as us to get back to some level of normality soon. While we’ve always championed our smarter working policy, COVID has changed the way we work remotely. We’re dreaming of those days where we’re able to meet and collaborate in the office again and when we do, we expect to maintain a flexible approach, balancing time between home and office. This is always role dependant so worth covering off in any conversations you have throughout the process.

Apply now to find out more.