One Stop - Customer Strategy Manager

At One Stop we aim to serve our local shoppers a little better every day, with a culture that is friendly, fun and where everyone is treated with respect, you have a really great place to work. As part of the team you can make a difference to our business by:

• Treating each other how they like to be treated.
• Making things easier.
• Working together as one team.
• Making our customers at the heart of everything we do.

We want you to understand the business inside out, we need you to live and embed our values and build great relationships with the amazing people across our business.

•Responsible for all elements of the customer shopping trip and working with the relevant functions across the business to provide market leading customer service.

•Proactively identify key customer insights working closely with the customer insight team  to shift the consumer perception of our shops

•Inspire and lead cross functional teams to challenge status quo and focus the business on customer experience

•Shaping the development of the customer strategy working closely with key stakeholders including defining the vision, principles and targets for customer experience, customer loyalty, customer insights and analytics and customer journeys

•Acting as a customer champion ensuring that customer needs always guide the outcomes of business decisions

•Identifying and analysing strategic opportunity areas for customers, building business cases to support the prioritisation of these areas, and supporting the Customer team in the definition and development of strategic initiatives linked to these opportunities

•Own One Stop’s Customer Experience programme, produce weekly and quarterly shopping trip performance reviews, working closely with Customer Experience agency

•Define, report, review and present key customer outcomes and KPIs to the business and highlight areas of strengths and areas  to improve performance

•Manage our business relationship on a day to day basis with our customer service centre

•Develop and own our colleague narrative and training package

•Constantly keeping abreast of developments in customer experience and supporting the business with insight, best practice and emerging trends

•Building strong relationships and partnerships across departments

•Guide the business in implementation of strategic plans including customer shopping trip

•Experience of developing and communicating a strategy across multiple channels

•Good analysis / numerical skills

•Strong stakeholder management skills

•Strategic thinking to develop clear plans

•Good time management, planning and organising skills 

•Knowledge of the convenience retail sector 

•Driven and commercial

At One Stop we value our colleagues just as much as our customers, and part of this is the benefits we offer:

• 10% Discount in One Stop & Tesco stores
• Discounted Tesco pharmacy services
• Discounted shopping website
• Free eye tests
• A great holiday package
• A commitment to your career development
• Community involvement and charity work
• Pension Scheme

One Stop is a subsidiary of the Tesco Group but is operated as a separate business and as such benefits offered will differ between One Stop and Tesco.

Please note should sufficient applications be received One Stop Stores Ltd reserve the right to close this vacancy at any time, we always encourage all interested applicants to apply at their earliest convenience to avoid disappointment.

One Stop Stores Ltd is a leading organisation in the UK Convenience Store market, we are owned by Tesco PLC but operated as a separate business.

One Stop is a retail convenience business with over 850 shops and a key focus on being the best store for customers in the neighbourhood. Open 7 days a week
One Stop aims to meet the needs of all its local customers. Since 2003 we have been a subsidiary of Tesco.

With our stores situated throughout England and Wales, there’s sure to be a
One Stop near where you live or work.