Customer Experience Manager
On-siteBurnley, England, United Kingdom
Job Summary
Oversee the overall customer experience across the store from checkout to back of house, managing front-end operations and, where applicable, petrol station duties. Lead people management by driving performance, handling disciplinaries, and ensuring accurate scheduling and pay. Assume full responsibility for running the store, providing direction and support to colleagues to deliver on customer commitments. Deliver KPIs related to sales, stock availability, and customer satisfaction while managing complex employee relations issues. Requires previous line management experience in a fast-paced operational environment with a track record of coaching teams and driving high performance.
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
- Leadership experience in a high-volume, fast-paced operational setting
- Proven success in delivering against a wide range of KPIs
- Experience managing complex people matters, including performance, absence, and formal employee relations cases
Desired Qualifications
- Someone who is truly obsessed with customers and service, and coaches a team to do the same
- Delivers KPI's or other performance indicators
- Can manage disciplinaries, performance issues or other similar employee relations issues
- Leads operations and comfortable doing this alone in the absence of more senior management
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