Customer Experience Manager

Overview

In this role you will lead the end-to-end store experience, from checkout to back-of-house, ensuring we meet our customer commitments. You will manage front-end operations and, where applicable, petrol station activities, while developing and guiding a high-performing team. You’ll drive customer-focused service, influence daily operations, and resolve people-related matters to keep colleagues engaged and customers satisfied. This is a hands-on leadership role with accountability for delivering key performance metrics in a fast-paced environment.

Pay / Benefits

• discount card 10% (plus 15% Fridays/Saturdays)
• annual bonus scheme
• free food and hot drinks for colleagues
• generous holiday entitlement
• pension—employer contribution match
• employee share scheme

Responsibilities

• Oversee front-end checkout and overall customer experience to meet service standards
• Manage store operations (and petrol station where applicable) ensuring smooth daily performance
• Lead and develop the store team, including performance management, disciplinaries, scheduling and payroll accuracy
• Provide direction and support to colleagues to deliver for customers, including stepping in when senior management is absent
• Maintain focus on KPI delivery across sales, stock availability, customer satisfaction and engagement

Key requirements

• Track record of delivering exceptional customer experiences with coaching to raise standards
• Experience leading teams in dynamic, customer-facing environments and driving high performance
• Leadership experience in high-volume, fast-paced operations (retail, food service, hospitality)
• Proven success delivering against KPIs and measurable business impact
• Experience managing complex people matters including performance, absence and employee relations cases

• customer focus
• coaching and mentoring
• leadership under pressure
• KPI management
• performance management
• scheduling and payroll accuracy

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