Customer Experience Manager

Recognised as one of the fastest growing Companies in the UK, it’s a really exciting time to be joining END. If you’re positive, passionate and dedicated and want to be part of our future success this could be the role for you.

CUSTOMER EXPERIENCE MANAGER - FULL TIME, LONDON

Over the last 19 years, END. has evolved into a technology led retailer that provides luxury and contemporary menswear and exclusive sneaker drops to a global audience. One of the most influential, forward-thinking and inspirational menswear companies in the world, we have fresh products hitting our website daily and our service never stops.

END. prides itself on delivering a first-class customer experience, which has underpinned our success. With over 2 million customers we deliver to over 80 countries around the world and our online business is complemented by our industry leading retail stores in Newcastle, Glasgow, London, and Milan.

We currently have an exciting opportunity in our Retail Team for a Customer Experience Manager for our Soho store. The store demands the recruitment of a passionate, knowledgeable and experienced Manager accustomed to aiming high and performing to their best under pressure. We want an ambitious and energetic individual who is accustomed to troubleshooting and problem solving, motivating and developing a large diverse team, and unconditionally supporting a dynamic and forward-thinking Store Manager. We want a Customer Experience Manager who is driven to develop quickly into a mature and well-rounded Store Manager.

What you’ll be doing:

Key responsibilities:

• Assist the Store Manager in the operating manner of their choice, exhibiting continuity in all operations.
• Be ready to assist with and take over full managerial tasks as necessary.
• Ensure the full team is equipped with knowledge relevant to the industry and the specific product END. represents.
• Lead the team in excellence of service by outwardly displaying exemplary service techniques.
• Drive store sales by effectively motivating the team to achieve and exceed set budgets and sales targets.
• Identify opportunities and initiatives to continually improve performance, communicating them to the Store Manager regularly.
• Ensure that the store image is in line with business standards by conducting and following up on floor walks to maintain awareness of product and merchandising standards.
• Be familiar with the entire running of the Store Operations with a good working knowledge of the processes behind all services and procedures.
• Support the Store Manager in managing wage to sales budget, shrinkage, and revenue.
• Maintain workplace safety and provide a healthy environment for staff and customers.

What you’ll be able to demonstrate:

Skills and experience:

• Good knowledge and comprehensive understanding of the range of processes, procedures and systems used in carrying out tasks and activities across the team.
• Accountable for delivering assigned tasks within departmental projects to continuously improve.
• Good understanding of the team and how it interacts and collaborates with other teams.
• Management responsibility for ensuring team members are motivated and capable of delivering a high-quality service and performance.
• Make judgements based on good practice and previous experience.
• Influencing decisions through joint accountability for the volume, quality and timeliness of end results of work area.
• Sound communication and diplomacy skills to enable the exchange of complex information.

What we can offer you:

• 31 days holiday (including bank holidays and birthday day off)
• Company pension scheme
• Generous staff discount
• Health cash plan
• Opportunities for professional development and career progression

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

If you have what it takes to be part of our future success, we want to hear from you.

Please note - for the successful candidate, any employment is conditional on you having the right to work in the UK in the role in which you are employed.

Type of employment: Permanent, full-time