Customer Experience Manager Designate

Dunelm; Coventry; Hybrid; GBP 26,000 - 38,000; Part time

Job summary

Dunelm is offering a Customer Experience Manager (Customer Experience Coach) role covering the West Midlands, including Coventry, Rugby, and Nuneaton. You will deputize for the Store Manager, drive stock control and campaigns, and ensure an outstanding shopping experience across the store network.

The role requires previous retail management experience, strong focus on KPIs and stock management, and the ability to lead a ~30-strong team.

Qualifications

• Previous management experience in retail with a hands-on, commercial focus.
• Flexible part-time days offered, ideally Mon, Fri and Sat or Sun.
• Proven ability to improve business performance and meet KPIs.
• Passion for stock management.
• Passion for delighting customers with an unrivalled shopping experience.
• Team-oriented and able to coach and engage colleagues.

Responsibilities

• Trading the store to drive strong sales growth through campaigns and merchandising.
• Ensure customers have a great shopping experience via product recovery and pricing updates.
• Engrain stock routines to maintain high stock integrity and warehouse procedures.
• Lead by example and foster a positive culture and engagement.
• Direct line management of Team Leaders and a team of around 30 colleagues.
• Assist Store Coach and run store operations in their absence.

Skills

People management

Retail experience

Stock management

KPIs

Customer service

Job description

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our West Midlands area covering stores such as Coventry, Rugby, Nuneaton, Edrington.. 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