Customer Experience Leader & Store Coach

Dunelm; Slough; On-site; GBP 32,000 - 42,000; Full time

Job summary

Dunelm Slough is seeking a Customer Experience Manager (Customer Experience Coach) to lead a high‑performing store culture, develop colleagues and deliver standout service, driving confident, memorable customer experiences and strong sales.

You will coach teams, deliver training on store standards, use Power BI insights to improve footfall and conversion, and partner with the Store Coach on people processes and performance conversations.

Qualifications

• Experience in managing a retail team and driving commercial results.
• Strong focus on customer service excellence and coaching.
• Proven ability to meet KPIs and lead training initiatives.

Responsibilities

• Views the store through the eyes of the customer and removes friction points.
• Ensures customer queries are resolved quickly with actionable plans.
• Delivers high-quality training on store standards and friendliness.
• Coaches colleagues to drive high-ticket sales and tailored recommendations.
• Reviews the customer journey to maximise satisfaction and sales.

Skills

Store management

Customer service

Team leadership

Training delivery

Tools

Power BI

Job description

Dunelm Slough is seeking a Customer Experience Manager (Customer Experience Coach) to lead a high‑performing store culture, develop colleagues and deliver standout service, driving confident, memorable customer experiences and strong sales.

You will coach teams, deliver training on store standards, use Power BI insights to improve footfall and conversion, and partner with the Store Coach on people processes and performance conversations.