Customer Experience Manager

Overview

Salary: From £31,450

Location: Frome Store, Frome, BA11 4DH

Contract type: Permanent

Business area: Retail

Closing date: 20 September 2025

Responsibilities

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments


• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations


• Managing operations in our petrol station (If your shop has one)


• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.


• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.


• Someone who is truly obsessed with customers and service, and coaches a team to do the same.


• Delivers KPI's or other performance indicators.


• Can manage disciplinaries, performance issues or other similar employee relations issues.


• Leads operations and comfortable doing this alone in the absence of more senior management.


• A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.


• Experience leading teams in a dynamic, customer-facing environment - you've inspired others, driven high performance, and created a culture where colleagues thrive.


• Leadership experience in a high-volume, fast-paced operational setting - whether in retail, food service, or hospitality - where you've overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers.


• Proven success in delivering against a wide range of KPIs - from sales and stock availability to customer satisfaction and colleague engagement, you've made a measurable difference.


• Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.

Inclusion and culture

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.

To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here.

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.