Retail Customer Experience Coach & Growth Leader

Dunelm; Lancashire; On-site; GBP 32,000 - 44,000; Full time

Job summary

Dunelm in Lancaster is seeking a Customer Experience Manager to lead a high‑performing store team and deliver standout service. You will coach colleagues, use Power BI insights to improve footfall and sales, and ensure exceptional standards across customer journeys.

This role also involves scheduling, supporting the Store Coach in their absence, and nurturing talent for future growth. The successful candidate will drive continuous improvement, maintain Thrive compliance, and create a welcoming,

Qualifications

• Experience leading a retail team with a focus on results.
• Ability to coach and develop colleagues to improve performance.
• Strong commitment to customer experience and store standards.
• Experience interpreting Power BI insights for action.

Responsibilities

• View the store through the eyes of the customer and remove friction points.
• Resolve customer queries quickly with effective action plans.
• Use Power BI insights to improve footfall, conversion, and visit frequency.
• Deliver high-quality training on store standards and friendliness.
• Step up as the business-unit owner in the Store Coach’s absence.
• Create weekly schedules on time and within budget with coverage.
• Coach colleagues to drive high-ticket sales through tailored recommendations.
• Refine the customer journey to maximise satisfaction and sales.
• Build a culture of continuous improvement for future growth.
• Celebrate performance and coach growth opportunities.
• Support Thrive compliance requirements in the store.
• Spot and nurture talent, promoting Rising Stars and apprenticeships.

Skills

Retail leadership

Customer service

Team development

KPI management

Communication

Tools

Power BI

Job description

Dunelm in Lancaster is seeking a Customer Experience Manager to lead a high‑performing store team and deliver standout service. You will coach colleagues, use Power BI insights to improve footfall and sales, and ensure exceptional standards across customer journeys.

This role also involves scheduling, supporting the Store Coach in their absence, and nurturing talent for future growth. The successful candidate will drive continuous improvement, maintain Thrive compliance, and create a welcoming,