Customer Experience Manager
On-site · Swindon, England, United Kingdom
Job Summary
Oversee end-to-end customer experience in-store and at the petrol-station operations, including managing the front-end checkout, ensuring customer commitments are met, and stepping in to run the store when needed. Lead and coach a team to deliver high service standards, monitor KPI performance (sales, stock availability, customer satisfaction, and colleague engagement), manage disciplinary and performance issues, and handle scheduling and payroll accuracy. Comfortable operating in a fast-paced retail/hospitality environment with responsibility for daily operations and guiding colleagues to deliver for customers.
Required Qualifications
- Experience leading teams in a dynamic, customer-facing environment
- Track record of delivering exceptional customer experiences and coaching others
- Leadership in high-volume, fast-paced operational settings
- Experience delivering against KPIs across multiple metrics
- Experience managing performance, absence, and employee relations cases
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