Customer Experience Manager

2 weeks ago

StainesuponThames, Surrey, United Kingdom Red Sky Personnel Ltd Full time
Customer Service Leader Job Description

Red Sky Personnel Ltd is seeking an experienced Customer Service Leader to inspire and motivate a team to deliver exceptional customer experiences and achieve sales targets.

Key Responsibilities:
  1. Lead by Example: Foster a positive work environment and motivate team members to reach their full potential.
  2. Operational Oversight: Ensure smooth functionality and effective management of daily operations.
  3. Coaching and Development: Develop team members through coaching and performance reviews.
  4. Sales and Profit Targets: Achieve sales and profit targets through effective strategies and team collaboration.
  5. Brand Ambassador: Embody and promote Dufry brand values and ensure high standards of service excellence.
  6. Engaging Environment: Create a fun and dynamic workplace that maximizes customer experience.
  7. Performance Under Pressure: Meet tight deadlines effectively and ensure compliance with company policies.
Accountabilities:
  1. Drive team performance to deliver exceptional customer experiences and achieve sales targets.
  2. Support recruitment and induction of new team members and develop effective teams through communication.
  3. Collaborate with peers to build a cohesive team and maximize customer experience through efficient service.
  4. Track and communicate sales targets to the team and lead staff meetings to review performance and improvements.
  5. Ensure compliance with company policies and establish strong relationships with in-store brand partners.
  6. Conduct monthly performance reviews with agencies and monitor and address stock and replenishment issues.
  7. Ensure health, safety, risk, and compliance policies are followed.
Shift Patterns:

Two-week rotation: Week 1 (Saturday to Tuesday), Week 2 (Wednesday to Friday), 38.5 hours weekly. MUST be available to do shifts between 4am-11pm.

Contract:

Full-time, permanent (38.5 hours per week). Salary up to £32,000 with a 12% Management Bonus.

Benefits:

Free parking, staff and travel discounts. Wellbeing support, Employee Assistance Programme (EAP), and life assurance. Pension scheme and health cash plan for dental, optical, medical, and fitness discounts.

Qualifications:
  1. Proven experience managing a team in a retail customer service and sales environment.
  2. Exceptional interpersonal and communication skills.
  3. Strong customer focus with the ability to engage and influence.
  4. Self-motivated and enthusiastic leader.
  5. Excellent organizational and problem-solving skills.
  6. Fluent in English; additional languages are desirable.

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