Customer Experience Manager

Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our Lancaster Dunelm Store. The Customer Experience Coach creates a friendly, high‑performing store culture by developing colleagues and delivering standout service that leads to confident, memorable customer experiences and strong sales. This role helps make our stores a great place to work and an exceptional place to shop.

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.

• Views the store through the eyes of the customer, identifying and removing friction points that affect their experience.
• Ensures customer queries are clearly understood and resolved quickly, with effective action plans put in place.
• Uses Customer feedback and Power BI insights to drive improvements in footfall, conversion, and visit frequency.
• Delivers high‑quality training on store standards and friendliness, ensuring customers feel valued and supported
• Confidently steps up as the business‑unit owner in the Store Coach’s absence
• Creates weekly schedules on time and within budget, using the RPRPRT to ensure coverage when customers need us most
• Coaches colleagues to drive high‑ticket sales through expert advice and tailored recommendations
• Reviews and refines the customer journey to maximise satisfaction and sales, maintaining an always‑on mindset
• Builds a culture of continuous improvement to ensure the store grows and remains future‑ready.
• Celebrates great performance regularly and coaches colleagues to consistently be their best.
• Supports the Store Coach in delivering all people processes within the store.
• Holds clear performance and development conversations so every colleague they line‑manage understands their rating and growth path.
• Validates and ensures full completion of the store’s Thrive compliance requirements.
• Supports the Store Coach in spotting and nurturing talent, preparing ready successors, and promoting Rising Stars and apprenticeship opportunities.

• 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 effectively and build high performing and highly engaged teams.