Digital Customer Journey Manager

At Halfords, personal development of colleagues is extremely important and is one of the reasons why I love working here.

The questions on everyone's lips

  • There’s a lot of employers out there... What made you choose us?

    Halfords is a household name, a retailer I have always known about and shopped at - usually with my dad when buying a bike to play out on with my brother or some de-icer for his car! When the opportunity to work at Halfords came up, as a business it just felt right for me – I was always looking for a career I could really progress in and Halfords offers great opportunities for training and hands on experience in all areas of the business. It is an extremely supportive and friendly atmosphere here which makes coming to work every day a pleasure. Being part of the Digital team means that I work in an extremely fast paced environment where nothing stays the same and the demands of the online customer keeps us on our toes! This variety and high demand to keep providing our customers with the best service makes every day very interesting and different.

  • Tell us a bit about your role…

    My role is to act as the voice of the digital customer. Using customer insights and feedback, it is my job to ensure the digital experience is maximised, creating a seamless journey for Halfords’ customers and optimising customer satisfaction, engagement and conversion.

  • What do you get up to on a typical day?

    A typical day for me is getting into the office around 8ish, setting up my laptop for the day and looking over my to-do list. I then make a cuppa and grab some toast from the canteen before settling down to look over my emails. From my emails I add additional actions to my to-do list, take a look at WTD sales, organise around my meeting schedule and crack on with the day!

  • What’s the best thing about working here?

    The people. Halfords is an extremely happy and friendly place to work. You are always presented with opportunities to showcase what you have been working on and what you have achieved, be it in department huddles or even the business huddle with the CEO! You are given lots of help and support to ensure you are provided with as many opportunities to progress as well as an extensive colleague engagement program.

  • What challenges have you faced and how did you deal with them?

    The biggest challenge about working in the Digital team is that we change the site every two weeks so we work in sprints. This means that each part of the website is constantly updated and moving with that constant change can be a challenge.

  • Tell us about the training and development...

    At Halfords, personal development of colleagues is extremely important and is one of the reasons why I love working here. We are provided with many ways to develop, from an abundance of master classes in assertiveness, coaching etc., to internal mentors, one-to-one sessions and online classes through the eLearning portal where you can pick and choose interesting topics to develop transferrable skills!

  • What's been your biggest achievement?

    My biggest achievement so far is being shortlisted for the Retail Week Rising Star of Digital Award. Having been nominated by the Digital Senior Management team, I went on to write a paper about the work I have been doing, my achievements and commercial contribution. As a result I was asked to present in front of a panel in London and was subsequently invited to the award ceremony amongst some of the best names in retail. It was an amazing experience, and a great opportunity to network and build both internal and external relationships.

  • What do you think makes someone successful at Halfords?

    It is important to play to your strengths and understand how your uniqueness fits within the team. Halfords offers fantastic opportunities to progress within the business and always offers hands on experience across all departments to help you really harness what you are good at. Building internal relationships, bringing your true self to work, and embracing all that Halfords has to offer is the best way to succeed!

  • And, to anyone thinking about applying, what would you tell them?