Customer Experience Manager

Overview

In this role, you lead the end-to-end customer experience across the store, including checkout and front-of-house operations, with responsibility for delivering on customer commitments. You manage store operations and, where needed, oversee the petrol station, ensuring teams are directed and supported to meet targets. A strong focus on coaching and developing colleagues, resolving performance issues, and maintaining high service standards are central. You work hands-on, drive KPI outcomes, and embody an inclusive, customer-centered culture that lifts the entire team.

Pay / Benefits

• Discount card: 10% off at participating stores after four weeks
• 15% discount at weekends
• Annual bonus scheme
• Free food and hot drinks for colleagues
• Generous holiday entitlement
• Pension with employer contributions matching 4-7.5%

Responsibilities

• Oversee the overall customer experience across store and checkout to meet commitments
• Manage front-end checkout operations and ensure service standards
• Supervise store operations (and petrol station if present) to maintain smooth daily performance
• Lead people management, including performance, discipline, scheduling, and payroll accuracy
• Provide direction and support to colleagues, stepping up to run the store when needed
• Drive a culture of customer service excellence and team engagement
• Ensure delivery against KPIs across sales, stock availability, and customer satisfaction

Key requirements

• Proven track record delivering exceptional customer experiences with coaching impact
• Experience leading teams in fast-paced, customer-facing environments
• Leadership in high-volume, operational settings in retail, food service, or hospitality
• Proven success meeting a range of KPIs (sales, stock, customer satisfaction, engagement)
• Experience handling complex people matters (performance, absence, employee relations)
• Strong ability to work independently and drive operations with minimal supervision

• Customer-focused mindset
• Coaching and mentoring
• Strong leadership and people-management
• KPI management
• Staff scheduling and workforce planning
• Employee relations and disciplinary handling

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