New Balance - Customer Experience Lead (Full-Time) – Oxford Street - London

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:

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

REQUIREMENTS FOR SUCCESS:

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

ADDITIONAL BENEFITS:

• Competitive compensation
• Potential to earn more through our Retail Bonus Scheme
• Great development opportunities
• Inclusive working environments across all our European locations
• Generous staff discount
• Project involvement across our European region
• Flexible uniform package