Service Excellence Manager
2 days ago
We foster a culture that prioritizes kindness, putting our people and the planet first.
Our stores serve as havens of empathy, where exceptional customer service is paramount. We strive to create unforgettable experiences, making each visit a delight.
As a key member of our team, your primary focus will be assisting in delivering remarkable customer interactions. You will collaborate closely with the store manager to cultivate a team that shares a passion for providing outstanding service. Contributing to a positive environment where every encounter goes beyond a transaction is essential.
Key Responsibilities:
- Work collaboratively with the store manager to drive innovative ideas, making your store successful through strategic planning and building an exemplary team.
- Support the store manager in assembling a team of customer-focused individuals who are enthusiastic about elevating the overall shopping experience.
- Assist in nurturing a customer-centric team by participating in training sessions, providing constructive feedback, and observing the store manager's leadership.
- Delegating tasks to your management team to achieve the needs of the customer and the store.
- Think creatively to achieve success while innovating and collaborating with your team.
- Contribute to managing the store's financial performance by assisting in setting annual targets, driving sales, and understanding how to control staffing levels and stock to meet customer needs.
- Maintain a beautifully presented store with effective merchandising, high standards of cleanliness, and strong stock management that enhance the customers' experience in your store.
- Develop relationships within your local community to enrich your customers' experience when they visit your store.
- Actively engage in personal development by utilising training opportunities, collaborating with other teams across the organisation, and gaining exposure to other stores and various aspects of the business.
- Create and facilitate a shopping experience that inspires your team to consistently make their customers' day.
- With the store manager's support, take on your own projects to make positive changes and add your unique touch, helping your store thrive and grow.
Skills and Qualifications:
- A genuine passion for delivering exceptional customer service, leading by example, and ensuring your team provides 5-star service. Our stores are an oasis of kindness, where we aim to deliver memorable experiences that make our customers' day.
- Ability to navigate complex conversations, set and manage expectations, and support your management team. A key member must balance the needs of the business, along with maintaining and motivating the team's morale.
- Consistently lead by example on the shop floor, working with your team to achieve your goals, and maintaining a positive and supportive work environment through the development of your team.
- Strong verbal communication skills to share business messages throughout the store, as well as working with your retailers, your manager, and local stores.
Benefits:
- 50% discount on products
- Profit-based bonus
- Paid day off for your birthday
- Employee assistance programme
- Progressive work environment that celebrates diversity
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