Dunelm
Customer Experience Manager
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Customer Experience Manager
Customer Experience Manager (Customer Experience Coach) Lancaster Dunelm Store
About the Role
Join us as Customer Experience Manager (Customer Experience Coach) in our Lancaster Dunelm Store.
This role shapes a friendly, high-performing store culture by developing colleagues and delivering outstanding customer service—ensuring confident, memorable experiences and driving sales growth. You’ll help create:
- A store where colleagues thrive as part of a supportive, motivated team.
- An exceptional shopping environment that leaves customers delighted.
What You’ll Be Doing
Customer Focus & Improvements
- View the store through the customer’s perspective, identifying and eliminating friction points that hinder their experience.
- Resolve customer queries efficiently, implementing robust action plans to address recurring issues.
Data & Performance Driven
- Use customer feedback and Power BI insights to boost footfall, conversion rates, and visit frequency.
- Analyze performance data to maximise sales and satisfaction continually.
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Training & Development
- Deliver high-standard training on store policies, service delivery, and customer engagement.
- Ensure a friendly, professional atmosphere—colleagues should feel equipped to exceed customer expectations.
Store Operations & Leadership
- Step confidently into a store business-owner role during the Store Coach’s absence, managing daily operations responsibly.
- Create weekly schedules within budget, using the RPRPRT system to guarantee adequate staffing during peak periods.
- Coach colleagues on high-ticket sales techniques, providing tailored product recommendations to drive revenue.
Journey Refinement & Culture
- Review and optimise the customer journey, ensuring seamless interactions from first-to-last contact.
- Foster a continuous improvement mindset, adapting processes to future demands.
- Celebrate high performance while holding clear development conversations to align teams with growth targets.
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People & Compliance Support
- Assist the Store Coach in all people-related processes, ensuring compliance with policies.
- Help identify and nurture talent, preparing successors and recognising Rising Stars and apprenticeship opportunities.
- Verify full Thrive compliance adherence across store activities.
What We’ll Look For in You
- Management experience, ideally in retail, with a commercially driven approach and hands-on daily atmosphere leadership.
- The option to flex part-time hours, but availability on Monday, Friday & Saturdays/Sundays preferred.
- A track record in improving business performance and exceeding KPIs while maintaining high service standards.
- A deep passion for stock management and delighting customers—ensuring an unmatched shopping experience.
- Team orientation: built rapport, effective communication, and expertise in creating highly engaged, high-performing teams.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
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