Zoe Nicolay

Group Head of Customer Halfords

Zoe is responsible for CRM, loyalty and customer insight at Halfords. The introduction of her customer data strategy included the rollout of eReceipts to all 460 retail stores, and the design and build of the Group Single Customer View, supported by AI propensity engines. This enables a seamless customer contact strategy across email, SMS and direct mail, as well as use of customer data in wider marketing strategy including website personalisation, instore messaging, social, digital display and PPC. She set up and chairs the Customer Board which is driving customer-led, cross functional business change and helping the Halfords Group develop a Customer Obsessed strategy that would have been impossible just four years ago. Prior to Halfords, Zoe held various customer and digital marketing roles at Argos and Tesco, having originally qualified as a chartered accountant at PricewaterhouseCoopers. Zoe lives with her husband in the Cotswolds where she enjoys walking, swimming and artisan bread making.