Lead Customer Experience Manager
On-siteGillingham Medway, England, United Kingdom
Job Summary
Lead a team of managers to ensure every customer has a great experience across store checkouts, petrol stations, and back-of-house services. Plan for upcoming key trading activity and events by collaborating with store leadership. Take full accountability for the store in the absence of a store manager, role modelling high standards and efficiency while managing performance, capability, and disciplinary matters. Conduct accurate scheduling and payroll oversight. Drive improvements in KPIs related to sales, stock availability, and customer satisfaction. Requires experience leading large teams in fast-paced, customer-facing environments with the ability to manage complex employee relations cases up to dismissal. Full-time role with competitive salary and comprehensive benefits package available.
Required Qualifications
- Experience leading large teams in a fast-paced, customer-focused environment
- A track record of delivering exceptional customer experiences across complex operations
- Proven success in delivering and improving KPIs
- Experience managing sensitive and complex people matters, including performance, absence, and formal employee relations cases
- Leadership experience in an operational environment
- Can evidence leading change
Desired Qualifications
- A passionate leader who is consistently ambitious for their customers and colleagues
- Experience of managing managers, in a fast-paced, customer-facing environment
- An operator who is comfortable managing alone in the absence of more senior management
- Driven to deliver high performance with a focus on efficiency and engagement
- Confident in the use of data, and understanding / interpreting KPI's or other performance indicators
- Puts inclusivity at the heart of what they do and uses this to build an inclusive team and working environment
- Can manage disciplinaries, performance issues or other similar employee relations issues (Up to dismissal)
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