Lead Customer Experience Manager

Overview

In this role you lead store leadership to ensure outstanding in-store experiences across checkout, service points, and operations. You’ll partner with the store leadership team to plan for key trading activity and step in for the store manager when needed. You’ll coach managers, optimize processes, and uphold high standards. You drive customer satisfaction and team engagement through hands-on leadership and data-informed decisions.

Pay / Benefits

• discount card – 10% at select brands
• annual bonus scheme
• free food and hot drinks for colleagues
• generous holiday entitlement
• pension – employer match
• Cycle to Work scheme

Responsibilities

• Lead a team of managers to deliver excellent customer experiences across in-store operations
• Plan for upcoming trading events in collaboration with the store leadership team
• Own store operations in the absence of the store manager and coach for high standards and efficiency
• Manage checkout, petrol station (if applicable), and back-of-house services operations
• Oversee people management including performance, disciplinaries, scheduling and payroll accuracy

Key requirements

• Experience leading large teams in fast-paced, customer-focused environments
• Track record of delivering exceptional customer experiences across complex operations
• Proven success delivering and improving KPIs (sales, stock, customer satisfaction, engagement)
• Experience managing sensitive people matters with fairness and sound judgment
• Leadership experience in an operational retail, hospitality, or food service setting
• Evidence of leading change and embedding new ways of working or systems

• passionate and ambitious leadership for customers and colleagues
• inclusive leadership and building an inclusive team
• data-driven decision making and comfort with KPI interpretation
• ability to manage disciplinary and performance issues with fairness
• data interpretation of KPIs
• performance and metrics analysis

…