Senior Customer Experience Manager - Retail Operations

🏢 ABOUT THE COMPANY

Founded in 1971, Starbucks is the largest coffeehouse chain in the world, serving over 30 million customers daily in more than 30,000 stores across 78 countries. Our mission is to inspire and nurture the human spirit - one person, one cup and one neighborhood at a time. With a focus on delivering exceptional customer experiences, fostering inclusive store environments, and promoting sustainability, we continue to drive innovation and growth. We're committed to making a positive impact in the communities we serve, from advocating for human rights and social justice to promoting environmental stewardship. As a global leader in the coffee industry, we're proud to have been named a Best Place to Work by Fortune Magazine and to have been recognized for our commitment to diversity, equity, and inclusion.

🎯 ROLE OVERVIEW

As a Senior Customer Experience Manager - Retail Operations, you will be responsible for leading the development and implementation of customer experience strategies across our UK retail operation. You will work closely with our store leadership teams to drive sales growth, improve customer satisfaction, and enhance our brand reputation. Reporting to the UK Retail Operations Director, you will be an integral part of a high-performing team that is passionate about delivering exceptional customer experiences and driving business results.

📋 KEY RESPONSIBILITIES

. Develop and implement customer experience strategies that drive sales growth, improve customer satisfaction, and enhance our brand reputation.

. Work closely with store leadership teams to identify areas for improvement and implement changes to enhance the customer experience.

. Conduct customer research and analysis to inform customer experience decisions and drive business growth.

. Collaborate with cross-functional teams, including marketing, sales, and product to drive integrated customer experience strategies.

. Develop and manage customer experience metrics and reporting to track progress and identify areas for improvement.

. Stay up-to-date with industry trends and best practices in customer experience and share knowledge with the team.

. Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.

. Develop and manage budgets to support customer experience initiatives and ensure ROI.

. Foster a culture of customer obsession, innovation, and continuous improvement within the retail operation.

✅ REQUIRED QUALIFICATIONS

. 5+ years of experience in customer experience, retail operations, or a related field.

. Proven track record of driving sales growth, improving customer satisfaction, and enhancing brand reputation.

. Strong understanding of customer experience principles, practices, and metrics.

. Excellent communication, interpersonal, and leadership skills.

. Experience working with cross-functional teams, including marketing, sales, and product.

. Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform customer experience decisions.

. Bachelor's degree in Business Administration, Marketing, or a related field.

. Strong technical skills, including proficiency in Microsoft Office and customer experience metrics tools.

⭐ PREFERRED QUALIFICATIONS

. Master's degree in Business Administration, Marketing, or a related field.

. Experience working in the UK retail industry.

. Strong knowledge of customer experience trends and best practices.

. Certification in customer experience, such as the CEM designation.

. Experience working in a fast-paced, dynamic environment.

💰 WHAT WE OFFER

We offer a competitive salary range of £50,000 - £80,000 per annum, plus a range of benefits including a contributory pension scheme, private health insurance, and a generous holiday allowance. You will also receive a £500 annual learning and development budget and have access to a range of training and development opportunities. We offer a hybrid working policy, with the option to work from home one day a week. Our team culture is collaborative, inclusive, and customer-obsessed, with a focus on continuous learning and improvement.

👥 ABOUT THE TEAM

You will be part of a high-performing team of customer experience professionals, working closely with store leadership teams to drive sales growth, improve customer satisfaction, and enhance our brand reputation. Our team is passionate about delivering exceptional customer experiences and driving business results, with a focus on collaboration, innovation, and continuous improvement.

📨 HOW TO APPLY

If you are a customer experience professional with a passion for driving sales growth, improving customer satisfaction, and enhancing brand reputation, we would love to hear from you. Please submit your application, including your resume, cover letter, and a brief explanation of why you are the best fit for this role. We look forward to hearing from you.

📋 Job Details

Job Type	FULL TIME
Location	Bromley, GB
Address	1-2 The Broadway, BR1 3DD
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	starbucks
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to starbucks. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.