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Customer Experience Manager
2 months ago
We are seeking a highly motivated and experienced Customer Experience Manager to join our Retail Team in our Soho store. As a key member of the team, you will be responsible for delivering exceptional customer service, driving sales, and maintaining a high level of store image and merchandising standards.
Key Responsibilities:- Assist the Store Manager in the operating manner of the store, ensuring continuity in all operations.
- Positioned to take over full managerial tasks as necessary, ensuring the team is equipped with knowledge relevant to the industry and the specific product we represent.
- Lead the team in excellence of service, displaying exemplary service techniques and motivating the team to achieve and exceed set budgets and sales targets.
- Identify opportunities and initiatives to continually improve performance, communicating them to the Store Manager regularly.
- Ensure the store image is in line with business standards, conducting and following up on floor walks to maintain awareness of product and merchandising standards.
- Be familiar with the entire running of the Store Operations, with a good working knowledge of the processes behind all services and procedures.
- Financial accountability in supporting the Store manager in managing wage to sales budget, shrinkage, and revenue.
- Maintain workplace safety and provide a healthy environment for staff and customers.
- Good knowledge and comprehensive understanding of the range of processes, procedures, and systems used in carrying out tasks and activities across the team and how these inter-relate with other teams to deliver outputs.
- Accountable for delivering assigned tasks within departmental projects to continuously improve, planning, scheduling, and monitoring work of self and others to meet deadlines.
- Good understanding of the team and how it interacts and collaborates with other teams within the department and function, with tasks closely related to that of other departments or functions to the extent that performance is subject to understanding how areas coordinate and contribute to the achievement of the objectives of the function.
- Management responsibility for ensuring team members are motivated and capable of delivering a high-quality service and performance, focusing on setting objectives, coaching employees to achieve objectives, and reviewing performance relative to objectives.
- Make judgements based on good practice and previous experience, looking to remove complexity where possible to focus on individual and team priorities, and assessing the validity of previous or similar experiences and evaluating options under circumstances that are not covered by standing operating procedures to continuously raise the bar.
- Influencing decisions through joint accountability for the volume, quality, and timeliness of end results of work area, such that the work and performance of all teams within the area will be directly affected by the performance of the job, resulting in the overall performance and effectiveness of the department.
- Sound communication and diplomacy skills to enable the exchange of complex information, able to exchange ideas and information effectively in a clear, concise, and straightforward way, requiring a high degree of tact and diplomacy when dealing with others and handling sensitive issues.
- 31 days holiday (including bank holidays and birthday day off)
- Company pension scheme
- Generous staff discount
- Health cash plan
- Opportunities for professional development and career progression
We are a dynamic and forward-thinking company that values our customers and employees. We are committed to delivering exceptional customer service and providing a positive and inclusive work environment. If you have what it takes to be part of our future success, we want to hear from you.
