Optical Retail performance and Customer Experience Manager

ASDA; Gravesend; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading retail company in Gravesend is seeking an Optical Retail performance and Customer Experience Manager to oversee and manage optical operations. You will lead a team of Optometrists and assistants while ensuring high-quality patient service and compliance with processes. Key responsibilities include coaching staff and handling customer queries in a fast-paced environment. This role offers competitive salary with benefits, flexible working patterns, and career development opportunities.

Benefits

Discretionary company bonus

Company pension up to 7% matched

15% colleague discount

Free access to wellbeing services

Professional indemnity insurance

GOC fees paid

CET package

Flexible working patterns

Excellent parental leave policies

Qualifications

• Experience managing Optometrists and Optical assistants.
• Ability to oversee compliance processes and procedures.
• Proficient in handling customer queries.

Responsibilities

• Manage the team to deliver high-quality patient service.
• Oversee the entire optical operation.
• Coach and develop team members effectively.

Skills

Coaching others

Customer and patient care

Organizational skills

Ambitious and driven

Job description

Job Title

Optical Retail performance and Customer Experience Manager

Location

Gravesend

Employment Type

Full time

Contract Type

Fixed Term

Shift Pattern

Work Shift: Days

Hours per Week

45

Salary

Competitive salary plus benefits

Category

Optical, Retail Healthcare

Closing Date

30 January 2026

Your Role

Role is Dual Sighted- Covering Gravesend and Gillingham pier. At Asda nothing is more important to us than the health and wellbeing of our customers and we pride ourselves on providing excellent service and clinical care. Our Optical Team Leaders are key to our success, making sure the team has everything in place that they need to deliver.

Our unique fixed price approach means there’s no up‑selling. Single vision glasses are the same price as varifocals, and there are no top‑up costs for anti‑scratch or thinner lenses either, so we don’t have to compromise a customer solution because of what someone can afford.

With access to the wider Asda network, you will be supported by our Home Office teams who can offer clinical support and a team of Area Manager’s who will work alongside you to get the most out of your role every day. You will also be provided with regular business updates and feedback on your performance.

About You

Our Optical Retail performance and Customer Experience Manager are key to our success, making sure the team has everything in place to deliver high quality patient service.

You’ll be responsible for overseeing and managing the entire operation. With tasks including managing your team of Optometrists and Optical assistants, overseeing compliance processes and procedures, reviewing sales forecasting and department targets whilst also dealing with customer queries, every day is busy and fast paced in an Asda Opticians.

You will also be responsible for clinic management and managing the shop floor process to ensure the department is well equipped for customer’s needs.

Working in close partnership with an Optometrist you will also coach and develop your team so being confident in coaching others will be key to this role. Due to the fast‑paced nature of this role and the different responsibilities you will need to be organised and able to manage your time effectively.

You’ll be:

• Confident in coaching others
• Able to provide excellent customer and patient care
• Driven and ambitious to ensure the department meets its targets
• Organised and able to manage your time effectively

Apply today by completing an online application…

Everything you’ll love

• Discretionary company bonus
• Company pension up to 7% matched
• 15% colleague discount in store and online.
• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Your professional indemnity insurance
• GOC fees paid
• CET package
• Flexible working patterns in accordance with 7 days opening
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.