At a Glance
- Tasks: Lead a team to create unforgettable customer experiences and boost store performance.
- Company: Join Dunelm, a vibrant retail environment focused on customer satisfaction.
- Benefits: Flexible working hours, competitive pay, and opportunities for personal growth.
- Other info: Be part of a supportive team that celebrates success and nurtures talent.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Previous management experience in retail and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our Lancaster Dunelm Store. The Customer Experience Coach creates a friendly, high‑performing store culture by developing colleagues and delivering standout service that leads to confident, memorable customer experiences and strong sales. This role helps make our stores a great place to work and an exceptional place to shop.
Our colleagues are our foundations; a wonderful team of people at the heart of our stores. With customer focus the number one priority, our Sales Assistants and Management teams are the first point of call for lending a helping hand and are always interacting with customers, ensuring they leave with exactly what they want and a positive lasting impression.
What you'll be doing:
- Views the store through the eyes of the customer, identifying and removing friction points that affect their experience.
- Ensures customer queries are clearly understood and resolved quickly, with effective action plans put in place.
- Uses Customer feedback and Power BI insights to drive improvements in footfall, conversion, and visit frequency.
- Delivers high‑quality training on store standards and friendliness, ensuring customers feel valued and supported.
- Confidently steps up as the business‑unit owner in the Store Coach’s absence.
- Creates weekly schedules on time and within budget, using the RPRPRT to ensure coverage when customers need us most.
- Coaches colleagues to drive high‑ticket sales through expert advice and tailored recommendations.
- Reviews and refines the customer journey to maximise satisfaction and sales, maintaining an always‑on mindset.
- Builds a culture of continuous improvement to ensure the store grows and remains future‑ready.
- Celebrates great performance regularly and coaches colleagues to consistently be their best.
- Supports the Store Coach in delivering all people processes within the store.
- Holds clear performance and development conversations so every colleague they line‑manage understands their rating and growth path.
- Validates and ensures full completion of the store’s Thrive compliance requirements.
- Supports the Store Coach in spotting and nurturing talent, preparing ready successors, and promoting Rising Stars and apprenticeship opportunities.
What we'll look for in you:
- Previous management experience, preferably in a retail environment where you’ve needed to be commercially driven and taken a hands‑on approach in day to day activity.
- Part time working days can be flexible but ideally working on Monday, Friday and Saturday or Sunday.
- Demonstrate a proven background in developing business performance and exceeding KPIs, whilst also delivering the highest levels of store standards.
- A passion for stock management.
- A passion for delighting your customers by ensuring an unrivalled shopping experience.
- A team‑orientated person, able to communicate effectively and build high performing and highly engaged teams.
Customer Experience Manager employer: Dunelm
At Dunelm, we pride ourselves on fostering a vibrant and supportive work culture in our Lancaster store, where our colleagues are the heart of everything we do. As a Customer Experience Manager, you'll not only lead a team dedicated to delivering exceptional service but also benefit from ongoing training and development opportunities that empower you to grow your career. With a focus on collaboration and continuous improvement, we celebrate achievements and ensure that every team member feels valued and inspired to contribute to our customers' memorable shopping experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dunelm. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dunelm before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dunelm:Your cover letter is your chance to shine! Tell us why you want to work at Dunelm specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dunelm!
How to prepare for a job interview at Dunelm
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
