Store Operations Team Leader

Dunelm; Ashford; On-site; GBP 31,000 - 33,000; Full time

Job summary

Dunelm in Ashford is hiring a Merchandising Supervisor to lead shop-floor display and team energy. This 40-hour per week, full-time role focuses on turning shelves into engaging experiences that delight customers and drive sales.

You will guide a passionate team, maintain high standards, and ensure the store runs smoothly while delivering exceptional customer service and strong CSAT scores.

Qualifications

• Customer obsessed and focused on delivering joyful experiences.
• Proven management experience in a customer-facing retail or hospitality role.
• Ability to drive performance and hit KPIs while keeping the store presentable.
• Strong communication and leadership to build a happy, high-performing team.

Responsibilities

• Be customer obsessed and enhance the customer experience on the shop floor.
• Promote upselling and coach the team to guide customers to products they love.
• Deliver exceptional service to support high CSAT and a welcoming store.
• Maintain energy and team spirit, celebrate wins, and communicate daily plans.
• Check in with the team on wellbeing, development, and succession planning.
• Support the Leadership Team by executing engagement initiatives and plans.

Skills

Store management experience

Customer focus

Retail performance management

Team coaching

Job description

Pay - £14.76 per hour

Salary Equivalent - £30,703.67 plus overtime.

This is a 40 hrs 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.

Overview
Merchandising Supervisor
Pay - £14.76 per hour
Salary Equivalent - £30,703.67 plus overtime.
This is a 40 hrs 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.