Customer Experience Retail Programme Manager

Tesco: Head Office, Gresham House, Dun Laoghaire, Co Dublin  

Contract:  Permanent

Tesco Ireland are currently seeking to appoint a Customer Experience Retail Programme Manager. This role is responsible for Customer Shopping Experience across Tesco Ireland stores and ensure customer insights are turned into actions improving the overall shopping trip and making Tesco a great place to shop.

This position will also play a pivotal role in evaluating, assessing and producing outcomes from survey data to deliver a frictionless and seamless customer experience in stores.
The successful candidate will be a champion of change both within the team and the wider retail business to deliver a helpful and friendly shopping experience

• Work cross functionally with various departments to ensure that any new initiative does not impact the Customer experience
• Following our Business Code of Conduct and always acting with integrity and due diligence

Portfolio and Project Management:

• Support the Customer Experience Leadership in managing the portfolio of initiatives. 
• Track and provide updates on progress against the ROI Customer Experience strategy.
• Lead on projects to deliver the ROI Customer Experience strategy.
• Identify improvement opportunities and run projects to propose and execute changes to processes.
• Own the Customer Experience data in stores to identify and communicate opportunities to key stakeholders within the business 
• Manage and support trials ensuring these are reviewed regularly to identify key lessons learned and opportunities for improvement
•  Build store plans using Viewpoint Customer Survey data, engaging relevant stakeholders to make these plans a reality
• Provide timely Customer experience updates to key stakeholders in line with key scheduled update cycles

Helpful & Friendly 

•  Provide clear, concise and timely communications to stores ensuring engagement on and support with their Helpful & Friendly service plan
• Champion Helpful & Friendly service in store, ensuring that it is weaved into all of the initiatives I am involved in
• Review and produce packs to ensure changes to operations are implemented and sustained in store
• Liaise with Marketing and Customer insights team to build Customer plans for stores, implementing these 

• Experience of store operations
• Business planning experience
• Experience of budget planning
• Delivery of complex critical paths
• Using large data sets to produce insight reports
• Project & programme Management
• Coaching and developing others to deliver great standards
• Strong Communication & Engagement skills
• Stakeholder management - Influencing skills
• Planning & Development
• Data analysis & reporting

We offer excellent benefits that help make Tesco a great place to work. These include but aren’t limited to:

• Competitive Salary
• Private healthcare
• Life Assurance
• Bonus Scheme*
• Colleague Clubcard (including a 2nd card for a family member)
• Annual leave starting at 21 days
• Save As You Earn Scheme*

*Rules of the scheme apply

Our vision here at Tesco is to become every customer's favourite way to shop, whether they are at home, out shopping, on the move, anywhere in the world.

Our core purpose is ‘Serving Irelands” shoppers a little better every day’.

Our business was built with a simple mission – to be the champion for customers, helping them to enjoy a better quality of life and an easier way of living. This hasn't changed. Customers want great products at great value which they can buy easily and it's our job to deliver this in the right way for them.

We want our customers to be inspired and whatever they are looking for, we’re finding bigger and better ways to provide it.

We need people who share our ambition to deliver for our customers; passionate and confident people willing to take the initiative and drive us forwards. In return we offer excitement, a great team, an excellent benefit package and significant career development opportunities.

If that sounds exciting, then we'd love to hear from you.