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Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally. We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.
Global Customer Director Role overview: Reporting into the MD of JD Sports, the Global Customer Director will be responsible for spearheading all customer experience, customer engagement and customer growth initiatives across the group, whilst building a more customer-centric, insight-led culture across the global organisation. They will do this by defining scalable, data-driven templates and strategies that enable local adoption across digital, B&M, marketing and trade. Serve the total omnichannel enterprise by aligning closely with Tech, data and product teams, and regional stakeholders—without owning in-market execution. Accountable for designing and delivery of customer-facing experiences, loyalty ecosystems, and working with our tech function on UX standards, whilst establishing a deep understanding of customer behavior, sentiment, and ROI of actions to inform business decisions, and utilising these data metrics to enable our customer growth through activating data and tools to personalise, monetise, and drive additional customer and revenue growth.
Responsibilities
* Develop and execute a comprehensive global consumer strategy that supports JD Sports Group's business objectives.
* Provide strategic direction and thought leadership in consumer experience, customer engagement and customer growth, influencing senior stakeholders, guiding decision-making processes and supporting any monetisation ambition.
* Develop & maintain effective & collaborative relationships around the business at all levels.
* Review and make recommendations on the JD Group operating model for its overarching customer offering.
* Innovate and actively seek new & impactful approaches to how we engage with our customers through keeping in touch with industry developments, news & innovations.
* Communicate insight and findings at a group level to influence strategic business decision making & planning.
* Ensure best practices are engrained in the wider team functions covering Loyalty, Customer Strategy, Insight & Analysis, Marketing Effectiveness, Personalisation and Monetisation.
* Prioritise and manage ad hoc and high-level strategic projects for JD Group, delivering clear direction for the business based on short- and longer-term risks and opportunities.
* Creation of projects and initiatives in conjunction with business goals and manage prioritisation with wider teams.
* Serve as the voice of the customer at the executive level, ensuring that customer insights and feedback influence company strategy, execution, and development.
* Build a culture of customer obsession throughout the organisation, empowering teams to prioritise customer needs and collaborate with respective functions to deliver excellence.
* Develop a program to identify and grow customer advocates within a global retailer in a competitive space.
* Leads the insight function to spearhead JD Sports Group's consumer insight strategy, leveraging data to inform and shape marketing efforts and overall business strategy.
* Leads the marketing effectiveness function to build a Marketing Analytics & Measurement roadmap.
* Leads the loyalty function responsible for direct ownership, global influence and strategic guidance to develop and execute a comprehensive loyalty program and customer strategy.
* Lead, mentor, and develop a high-performing team to think globally and be at the forefront of customer innovation.
* Foster a collaborative and innovative team culture, ensuring alignment with the company's vision and values.
* Manage resource allocation, performance evaluations, and professional development initiatives.
* Translate the requirements of the business and understand the resource demands required for your team, to adequately build a target operating model in line with these demands.
* Review the most cost-effective model for this resource through either permanent or temporary staffing, or 3rd party suppliers.
* Develop the requirements and roadmap for customer base profiling and advanced segmentation and audience framework development.
* Define the requirements and customer definitions and segmentations (e.g., life-stage) to underpin acquisition and retention strategies and business forecasts.
* Define and prioritise specific analytical and predictive model requirements into the data science roadmap (e.g., churn, CLTV, x-sell) and work with the business to define outcome-based use cases.
* Provide regular intelligence on our market performance, brand health and customer profiles (socio-demographics, attitudes, interests, behaviours, trends and preferences) of both our current and target audiences.
* Design and implement the research methodologies (quantitative and qualitative) and associate programmes to gather all the market, brand and customer insights across all JD markets.
* Establish and monitor key performance indicators at a customer, brand and market level.
* Provide ongoing analysis & interpretation of the insights; building clear stories and narratives that help drive action and shape future thinking.
* Manage resource allocation, and establish the processes and ways of working to prioritise insight demands, based on available budgets and resources.
* Identify, select and manage any 3rd party agencies/tech partners and their performance against defined SLAs.
* Work closely with marketing, commercial (trading), property, merch and other key departments to integrate consumer insights into business strategies.
* Collaborate with regional teams to ensure the relevance and effectiveness of local consumer insight initiatives.
* Drive the adoption of consumer-centric thinking across the organization.
* Champion the use of advanced analytics, machine learning, and other innovative approaches to enhance consumer insight capabilities.
* Continuously evaluate and improve research methodologies, tools, and processes to ensure best-in-class insight generation.
Skills & Competencies
* Exceptional leadership and team management skills with the ability to inspire and motivate a diverse team.
* Strong analytical and critical thinking skills, with the ability to interpret complex data and translate it into actionable strategies.
* Excellent communication and presentation skills, with the ability to influence and engage senior stakeholders.
* Strategic mindset with a customer-centric approach to business.
We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them amazing benefits including staff Discount on JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.
Seniority level
* Executive
Employment type
* Full-time
Job function
* Other
* Retail
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