Store Operations Manager

Dunelm; Bournemouth; On-site; GBP 28,000 - 34,000; Full time

Job summary

Dunelm is seeking a Merchandising Supervisor who will act as a visual merchandising and store leadership driver, shaping the customer experience on the shop floor.

You will lead a passionate team, maintain high standards, and drive sales through upselling and strong customer service. This is a fast-paced, hands-on role requiring energy, focus, and a commitment to customer delight.

Qualifications

• Experience leading a retail team in a fast-paced environment.
• Strong focus on customer experience and presentation.
• Ability to drive sales through coaching and upselling.
• Track record of meeting or exceeding KPIs.

Responsibilities

• Be customer obsessed and improve the customer experience on the shop floor.
• Lead and coach a team to deliver high standards and sales growth.
• Deliver exceptional service to support high CSAT scores.
• Plan daily activities and manage shopfloor operations.
• Support leadership in engagement and succession planning.
• Grow the team by mentoring tomorrow's leaders.

Skills

Customer focus

Team leadership

Retail experience

KPI awareness

Job description

Overview

Merchandising Supervisor

Pay - £14.76 per hour

Salary Equivalent - £30,703.67 plus overtime.

This is a 40hrs per week position.

We take real pride in our shop floor – it’s where our customers fall in love with our products. You’ll be the creative force behind that joy. You’ll turn every shelf, display, and corner into an experience that delights, inspires, and makes shopping feel effortless.

You’ll be a visual merchandiser and leader - you’ll be the one who brings it all to life for our customers. You’ll lead a passionate team, keep standards sky-high and help create the kind of shopping experience customers love and colleagues feel proud of. It’s a fast-paced, hands-on role that takes real energy and focus. But when everything comes together and you see our customers’ joy and those sales climbing – it’s seriously rewarding.

We’re looking for someone who’s got an eye for detail, a love of good design, and the drive to keep things moving. If you know how to make a space feel welcoming, know what sells, how to connect with our customers and aren’t afraid to roll up your sleeves – we’d love to hear from you.

What you'll be doing

• Be customer obsessed – consistently consider the impact of your actions on the customer experience, and strive to deliver joyful experiences in the most effective and thoughtful way
• Promote a culture of upselling, coaching the team on how to guide customers to what they might love, boosting impulse buys and basket sizes
• Consistently deliver exceptional customer service to support strong CSAT (Customer Satisfaction) scores, ensuring every customer receives a welcoming, helpful, and memorable experience
• Keep energy levels high by building team spirit, celebrating wins (big and small), and being the positive energy that everyone needs
• Have a clear plan for each day, so everyone knows what they’re doing and why it matters
• Check in with your team in wellbeing 121’s, progress and career conversations and support our store succession plan
• Support the Leadership Team in bringing the Engagement Action Plan to life
• Take ownership – be clear on the “why” behind what we’re doing and bring your team with you every step of the way
• Get out on the shopfloor every day with your Store Coach - spot wins, fix snags, and make sure the day runs smoothly
• Grow your team by coaching and mentoring – always be on the lookout for tomorrow’s leaders

What we'll look for in you

• You are customer obsessed - you inspire your team to put customers first and lead by example in every interaction
• You’ve got some solid management experience under your belt, ideally in a customer-facing role like retail or hospitality, where rolling up your sleeves and getting stuck in was all part of the job
• You know how to boost business performance and smash KPIs, all while keeping the store looking its best
• You’re passionate about creating brilliant shopping experiences that customers remember
• You’re a true team player, someone who knows how to communicate clearly, build strong connections, and lead a happy, high-performing team

We’re not after a carbon copy of anyone else. We want people who bring something new to the table - different perspectives, fresh ideas, and a shared love of making our stores feel like home.