Customer Experience Manager
This role involves supporting and leading a department and a team of people to deliver exceptional customer experiences.
1. Be responsible for the store when the Store Manager/Deputy Manager are not present, ensuring seamless continuity of service.
2. Create an inspiring and welcoming environment for colleagues and customers alike, fostering a culture of mutual respect and trust.
3. Ensure that team members are fully trained and validated in their roles, empowering them to excel in their duties.
4. Promote open communication channels, encouraging feedback and suggestions from colleagues and customers.
5. Cultivate a team-oriented approach, coaching and guiding colleagues to achieve daily priorities and meet customer needs effectively.
6. Monitor reports and systems to identify areas for improvement, driving initiatives to enhance customer satisfaction and colleague engagement.
7. Lead by example in reducing food waste, managing date codes, and ensuring surplus products reach those in need.
8. Recruit talented individuals who share our passion for delivering outstanding customer experiences.
9. Understand cleaning specifications for each store, ensuring adherence to high standards through effective planning and teamwork.
10. Oversee stock control activities, warehouse layout, and processes to facilitate smooth operations and minimize inefficiencies.
11. Root cause any inaccuracies in pricing, refunds, or label routines, guaranteeing fairness and transparency in customer transactions.
12. Manage front-end operations to minimize wait times and ensure a seamless shopping experience for customers.
13. Recognize and reward colleagues who consistently provide excellent service, addressing underperformance where necessary.
Requirements
To succeed in this role, you will need to demonstrate:
* A genuine commitment to delivering exceptional customer experiences and supporting your colleagues.
* The ability to adapt and thrive in a fast-paced environment, prioritizing tasks with ease.
* Strong leadership skills, enabling you to motivate and guide your team toward shared goals.
* Effective communication and interpersonal skills, allowing you to build strong relationships with colleagues and customers.
* The capacity to influence and shape strategic decisions at senior levels.
About Us
We are committed to building a better future for our customers, colleagues, and communities. With over 13,000 employees and 163 stores nationwide, we strive to create a positive impact on the lives of those around us.
We partner with over 500 Irish suppliers, supporting almost 13,000 farming families and contributing to the local economy.
Our inclusive culture promotes diversity and equality, ensuring everyone feels valued and respected within our organization.