Lead Customer Experience Manager

What You’ll Be Responsible For

• Lead a team of managers to ensure every single one of our customers has a great experience in-store, from the checkout areas to the petrol station
• Partner with the store leadership team to plan for upcoming key trading activity and events
• Take full accountability for the store in the absence of a store manager, while role modelling and coaching high standards and efficiency
• Oversee operations at:
  • Checkout areas (manned and self-scan)
  • Petrol stations (where applicable)
  • Back-of-house services
• Play a significant role in people management, including:
  • Managing performance and capability
  • Conducting disciplinaries
  • Ensuring accurate scheduling and payroll

What Makes a Great Lead Customer Experience Manager

• A passionate leader who is consistently ambitious for both customers and colleagues
  • Dedicated to growing their team into equally driven performers
• Experience in managing managers within a fast-paced, customer-facing environment
• Ability to operate independently when senior leadership is unavailable
• Commitment to delivering high performance with a focus on efficiency and engagement
• Strong confidence in data interpretation, particularly:
  • Understanding and improving KPIs or performance indicators
  • Experience in making data-driven improvements
• Places inclusivity at the heart of their work
  • Builds inclusive teams and fosters a supportive working environment
• Handles disciplinaries, performance issues, or employee relations matters (up to dismissal)