Customer Experience Manager
On-site · Herne Bay, England, United Kingdom
Job Summary
Customer Experience Manager responsible for the end-to-end customer experience across the store, from checkout to back of house, ensuring delivery of customer commitments. Oversees front-end checkout operations, front-line customer service, and store/petrol station operations (where applicable). Manages people, performance, and scheduling, including disciplinary actions, with the ability to take overall store ownership when required. Requires proven leadership in fast-paced, customer-facing environments, a strong obsession with service, and track record of delivering KPI-driven results. Will lead operations autonomously when senior management is absent, coaching teams to maintain high standards of customer experience and engagement.
Required Qualifications
- Track record of delivering exceptional customer experiences with coaching
- Experience leading teams in dynamic, customer-facing environments
- Leadership experience in high-volume, fast-paced operational settings
- Proven success delivering against KPIs across sales, stock, customer satisfaction, and engagement
- Experience managing complex people matters including performance, absence, and employee relations cases
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