Vacancies
Customer Experience Manager

Customer Experience Manager

Posted:

17 Jun 2026

Lancaster

Store Coaches

Permanent

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Overview

We have a fantastic opportunity to join as Customer Experience Manager (Customer Experience Coach) to work in our Lancaster Dunelm Store. The Customer Experience Coach creates a friendly, high‑performing store culture by developing colleagues and delivering standout service that leads to confident, memorable customer experiences and strong sales. This role helps make our stores a great place to work and an exceptional place to shop.

Find your happy place:

Our colleagues are our foundations; a wonderful team of people at the heart of our stores. With customer focus the number one priority, our Sales Assistants and Management teams are the first point of call for lending a helping hand and are always interacting with customers, ensuring they leave with exactly what they want and a positive lasting impression.

D&I statement

Dunelm is committed to becoming an inclusive business that is representative of our customers and locations. We recognise the value in diversity and welcome applications from all candidates regardless of age, race, religion, disability, gender or sexual identity, socio-economic background or education. We are committed to making Dunelm a place where everyone can enjoy a successful career and have systems in place to support all our colleagues. We are seeking applications from candidates who share our values and celebrate diversity in all its forms.

Our commitment to you

Accessibility allows everyone to have an equitable chance when applying and showing off their potential, which helps us create a more inclusive and diverse team that brings fresh ideas and perspectives.

Should you need it, we have an accessibility tool available in the top menu to support you when you’re completing your application. If you require any other reasonable adjustments during the application and assessment process, reach out to your recruitment partner.

Work your way

We have adapted our ways of working to make sure everyone can feel at home, wherever they work. For most roles, we offer flexible working options. In our stores, they include opportunities to work on a part-time basis, seasonal contracts, or adjusted hours to accommodate the important things in your life outside work

Wellbeing is more than just a buzzword here

From our Wellbeing Buddies and Mental Health First Aid training to our progressive parental leave, menopause policies and Colleague Support Fund, we're committed to supporting our colleagues in every area – and at every stage – of their lives. Through our partnership with the Retail Trust, everyone at Dunelm has free access to a 24/7 Virtual GP, as well as therapy and counselling, plus information, guidance and advice in all areas of financial, emotional and physical wellbeing.

Taking opportunities

Meet Amanda, our Chief Stores and People Director, who shares how she feels empowered to take opportunities every day, why Dunelm is her happy place, and why it’s a really exciting time to join us.

Look in our toy box

Of course, you should never judge a business by its tech stack. But take a peek at the range of technologies our engineers and developers are currently playing with.

Where you’ll
be working

Here is where you'll be based, whether that's an office, or store or one of our sites.

Sunnycliff Retail Park, Morecambe, Lancashire, LA3 3FE

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Keep on growing

We want you to get as much out of working with us as possible. That's why we'll do everything we can to engage you in the process of learning, and encourage you to explore new opportunities around your particular skills and interests. For you, this includes:

Thrive, our learning and skills platform which gives you a blended, bite-sized, social learning experience with learning relevant to your role

Our Step Up programme which is designed to prepare you for a Team Leader role

Personal Effectiveness workshops and self-led learning, also delivered through Thrive

Apprenticeships opportunities relevant to your role – from level 2 (equivalent to GCSE) through to Level 7 (equivalent to Masters)

Colleague Development Fund to support colleagues in accessing external training relevant to your role

Coaching and mentoring opportunities to support you in your current role and help you prepare for the next

Functional academies that offer training to support you in the technical aspects of your role

Self-awareness tools to help you understand what really matters to you, and where your own talents and ambitions lie

Our Enterprise Leadership Programme designed specifically for our strong growth potential Heads of Department to help them reach the next level in their career

Our INSPIRE Programme designed for our strong growth potential senior managers across the business to enhance their leadership capability

Meet your team

Meet your team

I’m in my happy place when…

"I’m in a place that recognises hard work and gives real opportunities to grow. I started as a delivery colleague, became a Team Leader and now I’m a Customer Experience Coach – all within just 18 months"

Bernadeta, Customer Experience Coach

Meet your team

I’m in my happy place when…

"I’m improving my skills and finding more confidence."

Pharrell, Sales Assistant

Meet your team

I’m in my happy place when…

"I’m offered a dynamic and supportive environment where I can grow both personally and professionally. I can motivate and guide my colleagues, helping them achieve their best."

Justyna, Pausa Coach

Meet your team

I’m in my happy place when…

"I started as a Christmas Temp and was thrilled when my manager said she’d like me to join permanently."

Louise, Coffee Shop Assistant

Meet your team

I’m in my happy place when…

"My store and team are just so nice and always accommodate my childcare commitments, which is amazing."

Jo, Stock and Trade Assistant

Rewards you deserve

Along with competitive rates of pay, we offer a range of other great benefits to help you make your money go further.

25 days annual holiday plus your birthday off to celebrate, and another day when you move home, so you can get settled in

Generous discounts on all our own products, in-store and online to help you make your house a home

Instant discounts with a range of other companies to help you stretch your budget

Salary Advance so you can access up to 50% of the money you've earned during the month, rather than having to wait until pay day

Outstanding development opportunities and all the support you need to grow your career the way you want

Cycle to work scheme to help you keep your fitness up and your travel costs down

Free on-site parking

Pension contributions to help you save for your retirement

ShareSave scheme that enables you to save monthly and buy Dunelm shares at a discounted rate, building up your investments for a rainy day

Continuous training and coaching to ensure you feel confident in your current role and ready for any new challenges

Access to wellbeing support as and when you need it, including an online GP for you and your immediate family

Colleague networks that give everyone a voice and create an environment where we all feel at home

Charity day off (paid, of course) so you can volunteer for a charity that matters to you

How did we get here?

Today, Dunelm is a leader in the £11bn UK homewares market. With over 200 stores across the country and a successful online operation – dunelm.com – we offer over 60,000 products across a broad range of categories. But where did it all begin?

1979

Founder, Bill Adderley and his wife Jean take on a stall in Leicester Market selling curtains. Within a month, they make 600% profit.

1984

First bricks-and-mortar store founded in Churchgate, Leicester.

1988

With momentum growing, first flagship store opens in Leicester, East Street, offering warehouse facilities for expansion across the region.

1991

First superstore opens in Rotherham, offering premium brands such as Dorma, which the company goes on to acquire.

1996

Bill's son Will is appointed CEO of the company, following in his father's footsteps.

1999

Now a household name in the Midlands, Dunelm Mill opens a head office with warehouse facilities in Syston, Leicestershire.

2001

The acquisition of a small custom-made curtains business marks the start of Dunelm's made-to-measure service.

2002

A landmark year as Dunelm Mill opens its 50th store and a new central warehouse in Burton. The company goes on to open new stores at a rate of 10 each year.

2005

A fully shoppable website goes live, with a dedicated warehouse below our Radcliffe store

2006

Dunelm floated on the London Stock Exchange, marking the beginning of a new era for the company.

2010

In Liverpool, the company opens its 100th store, having celebrated its 30th birthday in 2009.

2011

To accommodate continued growth, Dunelm builds a new head office in Syston.

2013

Company rebrands from 'Dunelm Mill' to 'Dunelm' – reflecting what our customers have called us for years.

2016

Our family grew to include Worldstores.

2018

Nick Wilkinson joins the business as our new CEO.

2021

To accommodate our continued growth, Dunelm opens a fourth warehouse in Daventry.

2022

Launch of our ‘Conscious Choice’ collection – homeware that lasts longer and is made from more sustainable materials.

2024

First Central London store in Westfield.

2024

Expanded into the Republic of Ireland, acquiring Home Focus at Hickey’s.

2025

Opened our 200th store in Merthyr Tydfil.

2025

Clo Moriarty joins as CEO, taking the reins from Nick Wilkinson.

How to apply

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Our application process

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