Customer Experience Manager

5 days ago

Chard, Somerset, United Kingdom Marks and Spencer Full time

About Us

At Marks and Spencer, we are dedicated to delivering exceptional customer experiences across all our stores.

Job Summary

We are seeking an experienced Team Support Coordinator to join our team in this exciting role. As a key member of our store operations team, you will be responsible for supporting the delivery of excellent customer service and operational excellence across the store.

Main Responsibilities

  • Duty Manage in the absence of the next level Leader when required, ensuring seamless continuity of operations and maintaining high standards of customer service.
  • Champion new ways of working within stores through an open mindset and positive attitude, driving productivity and efficiency gains.
  • Lead colleagues in the delivery of tasks prioritizing customer first, allocating resources efficiently to ensure consistent and productive activity.
  • Plan, allocate, and follow through on delivery of tasks to a consistent standard across the store, maintaining high presentation standards and attention to detail.
  • Drive on-the-job productivity, interpreting data relevant to the role to take action and drive performance.
  • SUPPORT COLLEAGUES THROUGH COACHING AND FEEDBACK.
  • Use MI to take action to drive performance, identifying opportunities for improvement and implementing changes as necessary.
  • Help maintain a safe and legal environment for colleagues and customers, adhering to all relevant regulations and policies.
  • Support the delivery of an inspirational, improved, and consistent visual customer journey in-store, inspiring our customers to shop and buy more often.

Key Performance Indicators (KPIs)

  • Deliver great standards and service by putting the customer first, achieving exceptional customer satisfaction ratings.
  • Act on customer feedback to deliver improvement, implementing changes to processes and procedures as necessary.
  • Ensure the delivery of brilliant basics, maintaining high standards of product presentation and display.
  • Coach the team to deliver excellent standards of product presentation, providing regular and timely feedback to line manager to support colleague performance.
  • Support the delivery of Plan A, utilizing MI to identify opportunities and take action to drive business results.
  • Provide regular and timely feedback to BIG to improve colleague experience.
  • Support the Team Manager with the delivery of store selling and cost targets by utilizing MI to identify opportunities and take action.
  • Role model new ways of working through the use of digital tools, driving adoption and improving efficiency across the team.
  • Allocate resource efficiently to deliver process, task, and service, ensuring activity is completed consistently and productively.
  • Deliver operational excellence, ensuring all processes and tasks are delivered in line with business expectations.
  • Maintain a safe and legal store environment, adhering to all relevant regulations and policies.
  • Support visual merchandising updates across all launches, events, and campaigns, ensuring a consistent and engaging customer experience.

Key Capabilities

  • Understand how M&S operates, its strategy, future, and the role they play, demonstrating a deep understanding of the business.
  • Effectively manage own reactions and responses around change, adapting to new situations and challenges with ease.
  • Help colleagues develop by listening, asking questions, and giving feedback to encourage reflection and different thinking.
  • Set performance objectives for self in conjunction with line manager and in line with business plans, taking accountability for planning and managing own work efficiently.
  • Treat all colleagues fairly, understanding that different people will provide different perspectives and have different needs, promoting a culture of inclusivity and respect.
  • Build positive relationships by being a good listener and getting to know people, establishing a connection and fostering strong working relationships.
  • In control of their own reactions and considers how to share their perspective to create better reactions for the team, promoting a positive and supportive work environment.

Technical Skills/Experience

  • SUPPORT THE DELIVERY OF EXCELLENT CUSTOMER SERVICE AND KPIs ACROSS THE STORE.
  • Good level of digital capability and can access and utilize relevant systems, staying up-to-date with the latest technology and tools.
  • Good knowledge of the commercial operation, brilliant basics, and operational excellence, applying this expertise to drive business results.
  • Current working knowledge of all VM principles, applying this knowledge to create engaging and effective visual displays.
  • A good communicator with the ability to build relationships and work within a team, promoting collaboration and teamwork.
  • A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing, ensuring compliance with all relevant regulations and policies.
  • Maintains high presentation standards, attention to detail, and delivers on time, right first time, ensuring high-quality outcomes and results.
  • Interprets data relevant to the role, using insights to drive decision-making and inform business strategies.
  • Demonstrates flexibility and adaptability to change, embracing new ideas and approaches to drive innovation and improvement.

Estimated Salary: £35,000 - £45,000 per annum, depending on experience.

  • Customer Experience Ambassador

    2 weeks ago

    Chard, Somerset, United Kingdom Chartwells Full time

    Career OverviewAt Chartwells, we believe that exceptional customer experiences start with exceptional people. As a Front Desk Liaison, you will play a pivotal role in shaping our customers' perceptions of our brand. By delivering outstanding customer service, maintaining a clean and welcoming environment, and working collaboratively with our teams, you will...

  • Leisure Team Member

    2 weeks ago

    Chard, Somerset, United Kingdom Warner Leisure Hotels Full time

    Job OverviewWe are seeking an enthusiastic and customer-focused individual to join our team as a Leisure Team Member at Warner Hotel. This is a fantastic opportunity for someone who enjoys working with people and is passionate about delivering exceptional customer service.Salary: Up to £11.94 per hour, depending on age.About the RoleAs a Leisure Team...

  • Colleague Experience Representative

    2 weeks ago

    Chard, Somerset, United Kingdom Tesco Partners Full time

    We are seeking a motivated and results-driven individual to join our team as a Tesco Colleague. This exciting opportunity will see you working closely with customers and colleagues to deliver an exceptional shopping experience.With an estimated annual salary of £22,500 - £28,000, depending on location and experience, this role offers a competitive...

  • Employee Experience Manager

    4 weeks ago

    Chard, Somerset, United Kingdom Hunter Selection Full time

    The Job Description:Hunter Selection invites applications from qualified HR Advisors for a challenging role in Dorset.Job Summary:Our ideal candidate will be responsible for talent acquisition and management, with a strong focus on flexibility and competitive benefits.Salary Breakdown:£26,000 - £33,000 basic salaryBenefits Highlights:Generous holiday...

  • Chef and Food Experience Specialist

    2 weeks ago

    Chard, Somerset, United Kingdom Chartwells Full time

    Chartwells is seeking a Chef and Food Experience Specialist to join our team. In this role, you will be responsible for creating exceptional food experiences for our clients and customers. This is a fantastic opportunity to develop your culinary skills and work with a talented team of chefs.Key Responsibilities:Food Creation: Create high-quality food that...

  • Customer Service Specialist

    2 weeks ago

    Chard, Somerset, United Kingdom Austin Fraser Full time

    About the JobWe are seeking a Customer Service Specialist to join our sales team. As a key member of our team, you will be responsible for delivering exceptional customer experiences and driving sales growth.Key ResponsibilitiesWelcome and assist customers in the showroom, providing product information and demonstrationsManage customer relationships,...

  • Customer Service Host

    1 week ago

    Chard, Somerset, United Kingdom Chartwells Full time

    At Chartwells, we are currently recruiting for a Customer Service Host position. As a Customer Service Host, you will provide exceptional customer care by assisting in maintaining a high standard of cleanliness and ensuring a seamless experience for our clients. This is a full-time position, working 35 hours per week on variable shifts.About the RoleMaintain...

  • Customer Acquisition Specialist

    2 weeks ago

    Chard, Somerset, United Kingdom Office Angels Full time

    About Our Organisation: We are a luxury distribution organisation that is committed to providing high-quality products and exceptional customer service. About the Job: As a Retail Sales Executive, you will play a key role in achieving sales targets while ensuring exceptional customer service. You will work closely with our team to drive business growth and...

  • Customer Service Team Lead

    3 days ago

    Chard, Somerset, United Kingdom Timpson Ltd Full time

    We are seeking a Customer Service Team Lead to join our team in Chard and surrounding areas. As a key member of our store team, you will be responsible for providing exceptional customer service and leading a team of customer service professionals.This is an exciting opportunity for someone who is passionate about delivering excellent customer experiences...

  • Customer Service Representative

    5 days ago

    Chard, Somerset, United Kingdom Tesco Partners Full time

    About the RoleThis customer-facing position requires excellent communication skills to interact with customers, provide exceptional service, and promote our products. As a key member of our store team, you will be responsible for delivering high-quality service, ensuring accurate product handling, and maintaining store standards.The estimated salary for this...

  • Retail Operations Manager

    2 weeks ago

    Chard, Somerset, United Kingdom ENGINEERINGUK Full time

    Job Overview:We are seeking a highly motivated Retail Operations Manager to join our team at ENGINEERINGUK. The successful candidate will have a proven track record of delivering results-driven solutions and driving business growth.Key Responsibilities:Develop and Implement Operational Plans: Create and execute operational plans that align with business...

  • Restaurant Operations Manager

    3 weeks ago

    Chard, Somerset, United Kingdom Warner Hotels Full time

    Lead Your Team to SuccessWe are seeking an experienced Restaurant Operations Manager to join our team at Warner Hotels. As a key member of our Food and Beverage department, you will be responsible for leading a team of professionals to deliver exceptional customer experiences in one of our restaurants or bars.Your primary objective will be to work closely...

  • Executive Chef Manager

    1 week ago

    Chard, Somerset, United Kingdom Warner Hotels Full time

    We are seeking a talented Sous Chef to join our team at Warner Hotels.About the RoleThis is an exciting opportunity for a skilled chef to take on a leadership position in our kitchen, overseeing the day-to-day operations and ensuring exceptional food quality and safety standards.Key Responsibilities:Manage the kitchen team and oversee the preparation and...

  • Fashion Retail Manager Position

    2 weeks ago

    Chard, Somerset, United Kingdom Austin Fraser Full time

    Austin Fraser seeks a Fashion Retail Manager to join their team in Clarks Village. This role offers a competitive salary and opportunities for career advancement.Benefits:Salary: £32,000 (with potential for growth).Career Development: Opportunities for progression and personal growth.Cycle to Work Scheme: Promote a healthy lifestyle while saving on...

  • Business Operations Manager

    2 weeks ago

    Chard, Somerset, United Kingdom Marks & Spencer Plc Full time

    About the RoleThe Business Operations Manager is a key role within our store, responsible for ensuring the smooth day-to-day operation of the business. This includes managing and allocating resources to meet business objectives, maintaining a safe and legal environment for colleagues and customers, and driving on-the-job productivity.As a Team Support...

  • Sales and Management Expert

    1 week ago

    Chard, Somerset, United Kingdom Hays Travel Ltd Full time

    About the RoleAs an Assistant Manager, you will lead a team of travel consultants to achieve individual and team sales targets.You will have a customer-focused approach, exceptional product knowledge, and strong organizational skills.Our ideal candidate has a minimum of 2 years' experience as a Travel Consultant with a proven sales record and problem-solving...

  • Store Operations Manager

    2 weeks ago

    Chard, Somerset, United Kingdom Marks and Spencer Full time

    Job OverviewWe are looking for a skilled Store Operations Manager to support our legal team in ensuring compliance with all relevant laws and regulations. As a key member of our store operations team, you will be responsible for maintaining high standards of store presentation, customer service, and operational efficiency.The successful candidate will have a...

  • Customer Service Team Member at Tesco Partners

    2 weeks ago

    Chard, Somerset, United Kingdom Tesco Partners Full time

    About This OpportunityTesco Partners is seeking a skilled and motivated colleague to join our team as a Customer Service Team Member.In this role, you will have the opportunity to work in a fast-paced retail environment, developing your skills and knowledge to contribute to the success of our stores.We offer competitive pay rates, with estimated annual...

  • Senior Food Preparation Manager

    1 week ago

    Chard, Somerset, United Kingdom Chartwells Full time

    We are looking for a Senior Food Preparation Manager to join our team at Chartwells. In this role, you will be responsible for overseeing the preparation and presentation of high-quality food for our clients and customers. This is a fantastic opportunity to develop your culinary skills and work with a talented team of chefs.Responsibilities:Food Preparation:...

  • Field Merchandising Manager

    1 week ago

    Chard, Somerset, United Kingdom Chartered Institute of Procurement and Supply (CIPS) Full time

    About the RoleWe are seeking a Field Merchandising Manager to join our team. As a Field Merchandising Manager, you will be responsible for managing inventory levels, developing merchandise plans, and collaborating with commercial teams to drive business growth.Main ObjectivesManage inventory levels to ensure optimal stock levels and minimize waste.Develop...