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.
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