Customer Experience Manager at RHR plc

About the job

• You’re ambitious for more leadership responsibility. Maybe one day, you’d like to run your own store or take on a bigger role in the future. First, you want to focus on your people development skills – crafting a team that delivers what you need, when you need it.
• This is a well – balanced management role with clear accountability – you’ll understand exactly what’s expected of you and who to turn to for support. Whether you already have some supervisory experience or you’re looking to make the step up, it’s the perfect chance to get close to your team and grow your skills.

What you’ll be doing

• Our purpose is that driven by our passion for food, together we serve and help every customer.
• As a Customer Experience leader your job is to delight and inspire customers all the way from the car park to the checkout. Whether they’re collecting online orders, stocking up on essentials or filling up with petrol, you’ll make sure they enjoy the very best experience. Reporting into our Lead Customer Experience Manager, your job is focused on operational in-store management, ensuring that your area is running smoothly, day in, day out.
• There’s an emphasis on managing a medium to large instore team – assigning tasks and planning breaks, creating rotas, addressing performance issues both sensitively and effectively, and helping with recruitment. You’ll be a visible leader on the shop floor, a role model who drives training and creates a team where everyone feels welcome, and colleagues feel safe to challenge the way things are done

What success looks like
There’s lots to achieve. Here’s how you’ll know you’re developing:

• You’re supporting the Lead Customer Experience Manager to deliver improved customer and retail outcomes in your area
• You’ll work closely with another Customer Experience Manager, sharing ideas and identifying ways to improve things, and provide a brilliant handover from each shift to the next
• You’re confident being direct with your team – you’re giving honest feedback, early and often
• You’ve learned how to help your team to put themselves in the customers’ shoes, taking genuine pride in how we deliver a better service
• You’re increasingly making decisions at pace and comfortable not knowing all the answers