Job Description

• Develop, implement, and manage the voice of customer process to allow for the effective communication of issues and trends within the retail estate across the UK & Ireland.
• Be the champion of store standards, ensure issues impacting sales and customer experience are quickly and efficiently resolved utilizing relationships with the retail channel teams to continually improve compliance
• Act as the main day to day contact for maintenance partner - Escalation point for nationwide issues, manage and report on the quality of service provided by the agency and ensure the alignment of goals and objectives across the partnership while demonstrating commercial awareness
• Crisis Management- Main contact for rapid resolutions for situations such as health & safety as well as issues flagged through our channel partners. VIP visits- Utilize a strong network within the field team and maintenance partner to maximize compliance through scheduling deliveries & engineer support.
• Ensure key stakeholders are aware of trending issues by gathering insights and feedback directly from the field team
• Consistently identify opportunities to drive performance improvement by utilizing data and trends, field and internal team feedback and the Retail Reporting and Insights team
• Circulate appropriate content to ensure our field teams and relevant stakeholders are kept up to date on known issues, resolutions, trials, and trends.
• Create and circulate weekly reports to various teams around the business to give Head Office colleagues valuable insight from our store & field teams

We offer a great range of benefits which include…

• Perkbox & Perkbox freebies
• Perkbox Medical & EAP
• Eye care vouchers
• Simply Health
• Company sick pay
• Cycle to work scheme

Required Knowledge, Skills, and Abilities

• Demonstrated experience working within a retail environment
• In-depth knowledge of shopper journey and store layout
• Excellent relationship building skills
• Strong influencing skills
• Large Retailer/mobile store experience is preferred
• Strong written & verbal communication skills
• Ability to deal with multiple stakeholders in a fast-paced environment
• Passion for detail and delivery
• Solution based thinking skills
• Driving license required
• Full paid training, covering all product knowledge necessary
• Development plans
• The opportunity to work with a renowned client and a fantastic team