Customer Experience Manager

Dunelm; Kingston (OK); On-site; USD 40,000 - 60,000; Full time

Job summary

Dunelm Kingston is seeking a Customer Experience Manager (Customer Experience Coach) to support stock processes and commercial activities in-store and deputise for the Store Coach when needed. You will drive campaigns, maintain product availability, and ensure a best-in-class shopping journey for customers.

As Deputy Store Coach, you will lead a team of about 30 colleagues, develop stock routines, and foster an engaging store culture while delivering strong sales performance and customer

Qualifications

• Previous management experience in a retail setting.
• Flexibility for part-time days; preferred Mon, Fri and Sat or Sun.
• Proven track record of improving business performance and KPIs.
• Passion for stock management and accuracy.

Responsibilities

• Trade the store to drive sales through merchandising and 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 and foster an excellent culture and team engagement.
• Directly manage around 30 colleagues and 3 Team Leaders across departments.
• Assist the Store Coach daily and cover responsibilities when absent.

Skills

Management experience

Stock management

Team leadership

Customer service

Communication skills

KPI focus

Job description

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our Kingston Dunelm Store. As a Coach you will looking after all stock processes and commercial activities in the store you are based in but also deputise for the Store Manager (Store Coach) in their absence.

Find Your Happy Place

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 effective and build high performing and highly engaged teams