Lead Customer Experience Manager
On-site · Ballymena, Northern Ireland, United Kingdom
Job Summary
Lead a team of managers to ensure every customer has a great experience in-store, from checkouts to petrol stations, by planning trading activity with the store leadership team, taking accountability in the absence of the store manager, running operations at checkout areas (manned and self-scan), petrol stations, and back-of-house services, and managing performance and scheduling to maintain high standards and efficiency. The role emphasizes large-scale people leadership, data-driven KPI improvement, inclusive team building, and capable handling of employee relations, with a focus on delivering exceptional customer experiences across complex operations and sustaining high performance across a fast-paced retail environment.
Required Qualifications
- Experience leading large teams in a fast-paced, customer-focused environment — you\'ve developed leaders, built high-performing teams, and created a culture of ownership and accountability.
- Track record of delivering exceptional customer experiences across complex operations, with evidence of delivering these through your team.
- Proven success in delivering and improving KPIs — from sales and stock availability to customer satisfaction and colleague engagement, you\'ve driven results that matter.
- Experience managing sensitive and complex people matters, including performance, absence, and formal employee relations cases, with confidence, fairness, and sound judgement.
- Leadership experience in an operational environment — whether in retail, hospitality, or food service — where you\'ve owned departmental performance and confidently led the store in the absence of senior leadership.
- Evidence of leading change — rolling out new ways of working, embedding new systems, or shifting team mindsets, with the ability to bring people with you and make change stick.
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