Customer Experience Manager - Designate

Dunelm; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Job summary

Dunelm is seeking a Customer Experience Manager (Customer Experience Coach) to lead and support the West Midlands and Staffordshire region. The role involves deputising for the Store Coach in their absence, driving store performance through stock control, campaigns and superb customer service.

You will manage around 30 colleagues across in-store departments, ensuring stock availability and excellent store standards while fostering a positive, collaborative team culture.

Qualifications

• Experience managing a retail team and driving store performance.
• Strong stock management and merchandising skills.
• Proven ability to develop high-performing, engaged teams.

Responsibilities

• Manage store operations and lead a team of ~30 colleagues.
• Drive sales growth through stock availability and campaigns.
• Ensure excellent in-store customer experience and pricing accuracy.
• Coach and support Team Leaders and ensure coverage in absence of Store Coach.

Skills

Retail management

Stock control

Team leadership

Job description

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our West Midlands and Staffordshire Region. As a Coach you will looking after all stock processes and commercial activities 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