Team Manager - Customer Experience

As a Team Manager, you are a customer-focused retail leader responsible for delivering an exceptional in-store experience that drives customer satisfaction, loyalty and sales performance. You will lead from the shop floor, ensuring service standards, customer engagement and operational execution are consistently delivered to create a seamless shopping journey for every customer.

You will provide daily direction to the store team through coaching, motivation and real-time support, creating a positive and engaging environment for both customers and colleagues. By developing colleagues' service skills, customer focus and product knowledge, you will drive exceptional service behaviours, maximise customer engagement and support the delivery of commercial goals in a fast-paced retail environment.

• Create an engaging, customer-focused store environment where colleagues feel motivated, confident and empowered to deliver exceptional service.
• Foster a positive service culture through regular coaching, feedback and recognition, ensuring colleagues are equipped to deliver outstanding customer experiences.
• Lead by example on the shop floor, demonstrating exceptional service standards, customer engagement and sales behaviours.
• Recognise and reward colleague contribution, reinforcing a culture of accountability, customer focus and performance.
• Work closely with the store management team to strengthen service leadership capability and ensure the store delivers a consistently high-quality customer experience.
• Foster a high-performance culture through engaging team briefs, ensuring colleagues understand customer priorities, service expectations and business goals.
• Coach colleagues to confidently resolve customer queries, manage complaints effectively and deliver service recovery that promotes customer loyalty.

• Drive a customer-focused culture where the whole team understands the impact of service standards on sales performance and customer loyalty.
• Maintain a strong focus on customer experience, ensuring the store delivers a consistent and high-quality omni-channel journey.
• Lead exceptional service behaviours across the store, ensuring customers receive a warm welcome and a consistent end-to-end shopping experience.
• Lead the delivery of checkout standards, queue management, queue barrier standards, fitting room experience and service recovery.
• Champion omni-channel service performance, supporting Click & Collect, customer returns, Swipe, contactable customer growth and app sign-up initiatives.
• Respond to customer feedback promptly and professionally, ensuring effective follow-up, resolution and learning from customer insight.
• Proactively identify and fulfil customer needs, queries and concerns to deliver an exceptional shopping experience.
• Demonstrate a strong understanding of the store business plan, taking proactive action to maximise sales, customer satisfaction and overall performance.
• Demonstrate and inspire excellent product knowledge across the team, utilising understanding of the range to drive customer engagement and maximise sales opportunities.

• Drive consistent customer experience standards through the effective implementation of company processes, service routines and One Best Way initiatives.
• Ensure company policies and procedures are adhered to and role model compliant ways of working.
• Conduct regular floor walks to review customer experience, product availability, shop floor standards and presentation, taking action to drive improvements and maximise trading opportunities.
• Maintain high standards across customer touchpoints including service desks, checkouts, fitting rooms and Click & Collect areas.
• Support the delivery of customer experience measures and service KPIs, ensuring actions are taken to improve performance.
• Proactively identify and resolve issues that may negatively impact the customer experience.
• Ensure customer areas remain safe, welcoming, clean and fully operational throughout the trading day.

• Support the communication of business priorities, ensuring colleagues understand daily goals and how their role contributes to store performance.
• Inspire and align the store team, ensuring every colleague understands their role in delivering exceptional customer experiences and achieving store targets.
• Use customer feedback, service measures, commercial reporting and shop floor insight to identify…