Lead Customer Experience Manager
On-siteMatlock, England, United Kingdom
Job Summary
Lead a team of managers to ensure every customer has a great experience across checkouts, petrol stations, and back-of-house services. Plan for upcoming key trading activities 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. Manage performance, capability, and disciplinary cases while ensuring accurate scheduling and pay. Interpret KPIs to drive results in sales, stock availability, and customer satisfaction. Requires experience leading large teams in fast-paced, customer-facing environments with a track record of improving engagement and operational performance.
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, and has experience of improving these
- 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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