Customer Experience Manager

What you’ll be doing: • Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments • Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations • Managing operations in our petrol station (If your shop has one) • People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.  • At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer. What makes a great customer experience manager: • Previous line management responsibilities in a fast-paced, operational environment. • Someone who is truly obsessed with customers and service, and coaches a team to do the same. • Delivers KPI's or other performance indicators. • Can manage disciplinaries, performance issues or other similar employee relations issues. • Leads operations and comfortable doing this alone in the absence of more senior management. Essential Criteria: • A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar. • Experience leading teams in a dynamic, customer-facing environment — you’ve inspired others, driven high performance, and created a culture where colleagues thrive. • Leadership experience in a high-volume, fast-paced operational setting — whether in retail, food service, or hospitality — where you’ve overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers. • Proven success in delivering against a wide range of KPIs — from sales and stock availability to customer satisfaction and colleague engagement, you’ve made a measurable difference. • Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.