Customer Experience Manager

Dunelm; Lancashire; On-site; GBP 32,000 - 44,000; Full time

Job summary

Dunelm in Lancaster is seeking a Customer Experience Manager to lead a high‑performing store team and deliver standout service. You will coach colleagues, use Power BI insights to improve footfall and sales, and ensure exceptional standards across customer journeys.

This role also involves scheduling, supporting the Store Coach in their absence, and nurturing talent for future growth. The successful candidate will drive continuous improvement, maintain Thrive compliance, and create a welcoming,

Qualifications

• Experience leading a retail team with a focus on results.
• Ability to coach and develop colleagues to improve performance.
• Strong commitment to customer experience and store standards.
• Experience interpreting Power BI insights for action.

Responsibilities

• View the store through the eyes of the customer and remove friction points.
• Resolve customer queries quickly with effective action plans.
• Use Power BI insights to improve footfall, conversion, and visit frequency.
• Deliver high-quality training on store standards and friendliness.
• Step up as the business-unit owner in the Store Coach’s absence.
• Create weekly schedules on time and within budget with coverage.
• Coach colleagues to drive high-ticket sales through tailored recommendations.
• Refine the customer journey to maximise satisfaction and sales.
• Build a culture of continuous improvement for future growth.
• Celebrate performance and coach growth opportunities.
• Support Thrive compliance requirements in the store.
• Spot and nurture talent, promoting Rising Stars and apprenticeships.

Skills

Retail leadership

Customer service

Team development

KPI management

Communication

Tools

Power BI

Job description

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our Lancaster Dunelm Store. The Customer Experience Coach creates a friendly, high‑performing store culture by developing colleagues and delivering standout service that leads to confident, memorable customer experiences and strong sales. This role helps make our stores a great place to work and an exceptional place to shop.

Find Your Happy Place

Our colleagues are our foundations; a wonderful team of people at the heart of our stores. With customer focus the number one priority, our Sales Assistants and Management teams are the first point of call for lending a helping hand and are always interacting with customers, ensuring they leave with exactly what they want and a positive lasting impression.

What you'll be doing

• Views the store through the eyes of the customer, identifying and removing friction points that affect their experience.
• Ensures customer queries are clearly understood and resolved quickly, with effective action plans put in place.
• Uses Customer feedback and Power BI insights to drive improvements in footfall, conversion, and visit frequency.
• Delivers high‑quality training on store standards and friendliness, ensuring customers feel valued and supported
• Confidently steps up as the business‑unit owner in the Store Coach’s absence
• Creates weekly schedules on time and within budget, using the RPRPRT to ensure coverage when customers need us most
• Coaches colleagues to drive high‑ticket sales through expert advice and tailored recommendations
• Reviews and refines the customer journey to maximise satisfaction and sales, maintaining an always‑on mindset
• Builds a culture of continuous improvement to ensure the store grows and remains future‑ready.
• Celebrates great performance regularly and coaches colleagues to consistently be their best.
• Supports the Store Coach in delivering all people processes within the store.
• Holds clear performance and development conversations so every colleague they line‑manage understands their rating and growth path.
• Validates and ensures full completion of the store’s Thrive compliance requirements.
• Supports the Store Coach in spotting and nurturing talent, preparing ready successors, and promoting Rising Stars and apprenticeship opportunities.

What we’ll look for in you

• Previous management experience, preferably in a retail environment where you’ve needed to be commercially driven and taken a hands‑on approach in day to day activity
• Part time working days can be flexible but ideally working on Monday, Friday and Saturday or Sunday.
• Demonstrate a proven background in developing business performance and exceeding KPIs, whilst also delivering the highest levels of store standards
• A passion for stock management
• A passion for delighting your customers by ensuring an unrivalled shopping experience
• A team‑orientated person, able to communicate effectively and build high performing and highly engaged teams