Customer Experience Manager - Designate

Dunelm; Leeds; On-site; GBP 32,000 - 46,000; Full time

Job summary

Dunelm is hiring a Customer Experience Manager (Customer Experience Coach) to cover stores in West Yorkshire. You will deputise for the Store Coach, manage stock processes and commercial activities, and drive a high-quality customer experience across the area.

You will lead a team of around 30 colleagues, including 3 Team Leaders, and ensure campaigns and weekly activities are completed on time, while maintaining excellent store standards and customer focus.

Qualifications

• Experience leading a team in a retail environment with a hands-on approach.
• Flexibility with part-time days (Mon, Fri, Sat or Sun preferred).
• Proven track record of driving business performance and hitting KPIs while maintaining store standards.
• Strong passion for stock management and product availability.
• Commitment to delivering an unrivalled customer shopping experience.
• Excellent team communication and engagement skills.

Responsibilities

• Trade the store to drive sales growth through merchandising and timely campaign execution.
• Ensure customers have a great shopping experience via product recovery, updated POS and pricing.
• Embed stock routines to maintain high stock integrity and warehouse procedures.
• Lead by example, fostering a positive culture and high engagement among colleagues.
• Direct line management of Team Leaders and overseeing in-store departments.
• Support the Store Coach daily and run the store in their absence.

Skills

People management

Retail operations

Stock control

Customer service

Job description

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to cover stores in our West Yorkshire area . 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.

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to cover stores in our West Yorkshire area . 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.

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