Customer Experience Manager

Dunelm; Royal Borough of Kingston upon Thames; On-site; GBP 28,000 - 36,000; Full time

Job summary

Dunelm in Kingston is seeking a Customer Experience Manager (Customer Experience Coach) to oversee stock processes and commercial activities in-store, deputising for the Store Manager as needed.

You will drive store performance through campaigns, stock governance and delivering an unrivalled customer experience, working with a team of around 30 colleagues and leadership of 3 Team Leaders.

Qualifications

• Experience leading teams in a retail setting.
• Proven ability to drive business performance and meet KPIs.
• Strong stock management and product availability focus.
• Comfortable with planning campaigns and merchandising activity.
• Able to build high-performing, engaged teams and great culture.

Responsibilities

• Trade the store to drive sales growth through weekly activities and merchandising.
• Ensure a great shopping experience with updated POS and pricing.
• Embed stock routines to maintain high stock integrity and warehouse procedures.
• Lead by example to create an excellent culture and environment for the team.
• Direct line management of 3 Team Leaders and a ~30-person team.
• Support the Store Coach and run the store in their absence.

Skills

Management experience

Retail environment

Stock management

KPI performance

Team leadership

Store standards

Job description

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our Kingston Dunelm Store. As a Coach you will looking after all stock processes and commercial activities in the store you are based in but also deputise for the Store Manager (Store Coach) in their absence. 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.

As a Deputy Store Coach you will be responsible for commercially driving the store forward through strong stock controls and product availability, planning and execution of campaigns and most important of all, ensuring our customers receive an amazing shopping experience.

What you'll be doing

• Trading the store to ensure strong sales growth through the completion of key weekly activities such as merchandising the store and ensuring campaigns are completed within timescales provided
• Ensuring customers have a great shopping experience through product recovery and updated POS and pricing
• Engrain stock routines into all colleagues to ensure high stock integrity and warehouse procedures
• Lead by example and create an excellent culture and working environment for your team through great colleague engagement
• Manage a team of around 30 colleagues and direct line management of 3 Team Leaders who all oversee certain instore departments/areas
• Assist the Store Coach day-to-day and take full responsibility for all aspects of running a successful store in their absence

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