Halfords

About us

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to  get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

About the role

The Digital Journeys Optimisation Executive will support the implementation of the online conversion rate strategy for Halfords digital, with specific focus on identifying and reporting on optimisation opportunities in key journeys, NPS & Never Miss A Customer friction points, and wider Group Services journeys on halfords.com.

You will work closely with all functions within the Digital, Customer and Trading teams to ensure that the priority opportunities are being analysed and maximised through the Optimisation process.

Key Responsibilities

• In alignment with Digital Optimisation support the delivery of the Optimisation strategy, driving the key measure / KPIs.
• Identify and drive the implementation of initiatives to continually increase customer satisfaction, conversion rates, service attachment rates and average basket value.
• Maintain the team’s focus on Optimisation through the regular delivery of insights / opportunities, removing any obstacles in the way of progress.
• Ensure that all Group Digital business decisions are based on sound data analysis, steering focus to the areas of maximum opportunity and biggest customer impacts.
• Remain up to date with latest tools and best practices in Conversion Rate Optimization, eCommerce and Digital.
• Form a strong working relationship with eCommerce and CX & UX Teams, to ensure that all stakeholders are up to date with areas of focus, blockers, and findings.
• Work closely with the Merchandising and Optimisation teams to ensure that priority customers journeys are consistently reviews and website changes are thoroughly tested.

Key Skills

• Background in data analysis and the delivery of initiatives to improve key KPIs.
• Previous use of behavioral tools involving heatmapping, journey mapping and recorded sessions (e.g. ContentSquare).
• Some experience of analytics tools within the Google Suite (GA4, Data Studio, BigQuery, etc.).
• Deep understanding and experience of key elements that impact conversation e.g. customer journey management, website personalisation, online merchandising, A/B and multi testing, customer segmentation, basket abandonment analysis, competitors benchmarking, etc.
• Strong business acumen and good level of commercial awareness.
• Very good stakeholder management and communication skills.
• Able to inspire and influence teams and senior management alike.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.