Customer Experience Manager

Bolton Source: WhatJobs

See advert for pay

Overview

In this role you will oversee the end-to-end store experience, from checkout to back-of-house, ensuring we meet our customer commitments. You will manage front-end checkout operations and petrol station activities where applicable, with people management at the core. You may take overall responsibility for running the store, providing direction and support to colleagues to deliver for customers. You will lead performance, coaching and discipline, and ensure scheduling and pay are accurate in a fast-paced retail environment.

Pay / Benefits

Discount card – 10% off shopping
Annual bonus scheme
Free food and hot drinks for colleagues
Generous holiday entitlement
Pension – employer contributions match 4-7.5%
Cycle to Work scheme

Responsibilities

Oversee end-to-end customer experience across the store
Manage front-end checkout operations and any petrol station activities
Lead people management: performance, development, disciplinaries, scheduling and payroll
Step in to run the store and provide direction in absence of senior management
Coach and develop colleagues to sustain high service levels
Maintain focus on delivering for customers and meeting KPIs

Key requirements

Proven line management experience in fast-paced, operational settings
Strong customer service focus with ability to coach teams to improve
Experience delivering performance against KPIs (sales, stock, customer satisfaction, engagement)
Ability to manage complex people matters including performance issues and employee relations cases
Leadership experience in high-volume environments (retail, food service, hospitality)
Comfort with running operations and solving business problems to keep teams focused on customer delivery