Customer Experience Manager

2 weeks ago

StainesuponThames, Surrey, United Kingdom Red Sky Personnel Ltd Full time
Key Responsibilities:
  1. Lead by Example: Foster a positive work environment and inspire team members to deliver exceptional customer experiences.
  2. Operational Oversight: Ensure smooth daily operations and effective management of the team.
  3. Coaching and Development: Develop team members to reach their full potential and achieve sales targets.
  4. Sales and Profit Targets: Implement effective strategies to achieve sales and profit targets.
  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 motivates team members.
  7. Performance Under Pressure: Meet tight deadlines effectively and efficiently.
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 and performance reviews.
  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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