Store Manager (Designate)

To cover all Dunelm stores around the North London area. At Dunelm we're driven by a clear purpose; To help create the joy of truly feeling at home. Now and for the generations to come. Across the Group, our colleagues are passionate about making a difference to our customers and communities. As a Store Coach, you will be accountable for building and embedding a culture of ownership for the end-to-end journey of our customer, whichever channel they use to shop with us. You will also have overall ownership of the store operation.

What you’ll be doing

• Customer Acquisition: Be passionate about finding and establishing ways that we can acquire new customers and increase the frequency that our customers shop with us across all channels, by driving E-receipts and opt-in levels. Create links with the local community via various channels to raise the profile of our stores, initially by growing Facebook followers to maximise local sales and marketing opportunities.
• Customer Obsession: Train, coach and empower one blended team of Hosts to be able to offer customers every way of shopping, including MPOS, MTM, Hosts and the virtual consultant service, and ensure they are aware of new products, offers and campaigns. Actively seek new ways to improve the customer experience in store, by coaching the team in our Customer First agenda, which will drive improvements and consistency in our NPS results. Complete regular observations, and provide appropriate feedback to all Hosts and service colleagues in the store to maintain the Customer Focus and ensure that they are delivering a great customer experience.
• Trading Mindset: Identify and maximise on sales opportunities by trading your store and departments. Work closely with your deputy manager and Team Leaders to deliver campaigns successfully, with a right first time mentality. Coach store leadership teams to deliver an exceptional customer experience through consistent retail standards, availability and service in all areas of the store.
• Process and Compliance: Deliver on the promises made to our click and collect customers around order ‘on time picked in full’ and by minimising shorts %, and by having an efficient C&C process to drive Speed of Service and NPS. Validate that the store Stock Calendar has been completed weekly to maintain on shelf availability and minimise stock loss. Have a passion for preventing stock loss and monitor the Profit protection scorecard. Take full ownership for creating and maintaining an environment that complies with company audit standards and expectations as well as legislative requirements, such as Health & Safety.
• Empower the Team: Empower your leadership team to act like owners and do what’s right for our colleagues and customers. Develop and maintain a culture where all members of the store leadership teams understand the role they play in service and selling within the business. Look for and nurture home-grown talent across all levels, by working with your Regional Coach and People Lead to have a robust succession plan in place for the store, working with other local stores where appropriate.