Customer Care Change & Engagement Lead

Dunelm; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Dunelm is recruiting a Customer Care Change Implementation & Engagement Manager in Manchester on a 12 month fixed term contract. You will shape the colleague experience and drive successful change across our Customer Care Centre, embedding new initiatives into daily operations and ensuring customers receive exceptional service.

You will lead engagement activities, manage communications, and partner with operations and design teams to deliver organisational change, guided by data and feedback to

Qualifications

• Proven experience delivering colleague engagement or culture initiatives.

Responsibilities

• Develop and deliver the colleague engagement strategy across the Customer Care Centre.
• Coordinate engagement activities, communications and change readiness with stakeholders.
• Lead and embed new processes, systems and services within daily operations.
• Act as operational lead for customer-impacting incidents and business-critical issues.

Skills

Change management

Stakeholder management

Communication

Project coordination

Data analysis

Customer focus

Job description

Dunelm is recruiting a Customer Care Change Implementation & Engagement Manager in Manchester on a 12 month fixed term contract. You will shape the colleague experience and drive successful change across our Customer Care Centre, embedding new initiatives into daily operations and ensuring customers receive exceptional service.

You will lead engagement activities, manage communications, and partner with operations and design teams to deliver organisational change, guided by data and feedback to