Customer Experience Manager

Job Introduction

We are seeking a dynamic and operationally focused Customer Experience Manager to oversee and enhance the customer journey at our team entrance and head office Duke Street entrance. The ideal candidate will possess exceptional relationship-building skills and have the ability to influence and collaborate with various stakeholders to ensure a seamless and welcoming experience for all visitors and employees.

Key Responsibilities:

1. Operational Management:

• Oversee daily operations at the team entrance and Duke Street entrance, ensuring a smooth and efficient flow of traffic.

• Implement and monitor procedures to maintain high standards of customer service.

• Address and resolve any operational issues promptly and effectively.

2. Customer Experience:

• Develop and implement strategies to enhance the customer experience at the entrances.

• Gather and analyse feedback from customers and employees to identify areas for improvement.

• Ensure the entrances are welcoming, clean, and well-maintained at all times.

3. Stakeholder Engagement:

• Build and maintain strong relationships with internal and external stakeholders.

• Influence and collaborate with departments such as security, facilities management, and reception to ensure coordinated efforts.

• Communicate effectively with stakeholders to align on objectives and expectations.

4. Team Leadership:

• Lead and motivate the reception team to deliver exceptional service.

• Provide training and development opportunities to team members.

5. Project Management:

• Lead projects aimed at improving entrance operations and customer experience.

• Ensure projects are delivered on time, within scope, and within budget.

• Monitor progress and report on project outcomes to senior management.

6. Health and Safety:

• Ensure compliance with all health and safety regulations at the entrances.

• Train team members on health and safety protocols.

7. People Management:

 Team Development:

• Foster a positive and inclusive work environment that encourages teamwork and collaboration.

• Identify skill gaps and provide necessary training to enhance team performance and career development by clear goal setting

8. Performance Management:

• Set clear performance expectations and regularly review individual and team performance.

• Address performance issues promptly and constructively.

• Recognize and reward high performance to maintain team motivation and morale.

• Recruitment and Onboarding:

• Provide ongoing support and guidance to new hires during their initial period.

A bit about you

• Previous experience working in a faced paced environment overseeing the operational needs of a department/business 
• Proven track record in delivering projects to highest standard 
• Strong People Leader, confident leading diverse teams through change. 
• Experienced in Performance management 
• Capable of making independent decisions 
• Ability to advise and inspire and influence at all levels
• Role model the company values
• Influence and inspire creativity to drive team & customer goals
• Root cause analysis
• Strong presentation skills
• Strong organisational and coordination skills
• Collaborative across disciplines, Team player
• Build professional and lasting relationships cross functionally at all levels

Selfridges