Customer Experience Manager
On-siteWatford, England, United Kingdom
Job Summary
Take responsibility for the overall customer experience across the store from checkout to back of house, ensuring all commitments are delivered. Manage front-end checkout operations and petrol station duties where applicable, providing direction and support to colleagues while assuming overall store responsibility when needed. Lead people management by overseeing performance, capability, scheduling, and pay accuracy, including conducting disciplinaries and handling employee relations issues with confidence. Deliver against KPIs related to sales, stock, customer satisfaction, and colleague engagement within a high-volume, fast-paced operational environment.
Required Qualifications
- Previous line management responsibilities in a fast-paced, operational environment
- A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar
- Experience leading teams in a dynamic, customer-facing environment — you've inspired others, driven high performance, and created a culture where colleagues thrive
- Leadership experience in a high-volume, fast-paced operational setting — whether in retail, food service, or hospitality — where you've overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers
- Proven success in delivering against a wide range of KPIs — from sales and stock availability to customer satisfaction and colleague engagement, you've made a measurable difference
- Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness
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