Customer Experience Manager

Sainsbury's; Bridgend; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in Bridgend is looking for a Customer Experience Manager responsible for overseeing the customer experience across the store and managing the checkout operations. Ideal candidates should have previous line management experience in a fast-paced environment and a strong passion for customer service. This role offers a competitive salary and extensive benefits including discounts, annual bonuses, and wellness support.

Benefits

Competitive salary

Discount card (10% off)

Annual bonus scheme

Generous holiday entitlement

Wellbeing support

Qualifications

• Previous line management experience in a fast-paced, operational environment.
• A passion for customer service and coaching teams to excel in service delivery.
• Experience managing disciplinary, performance, or employee relations issues.

Responsibilities

• Taking responsibility for customer experience across the store.
• Managing the front-end checkout operation.
• Assuming overall responsibility for store operations when needed.

Skills

Line management experience

Passion for customer service

Ability to meet KPIs

Experience in employee relations

Leadership capability

Job description

What you’ll be doing:

• Taking responsibility for the overall customer experience across the store, from checkout to back of house, ensuring we deliver on our customer commitments.
• Managing the front-end checkout operation, ensuring all customers are served in line with our expectations.
• Managing operations in our petrol station (if applicable).
• People management, including performance management, conducting disciplinary actions, and ensuring accurate scheduling and pay.
• Assuming overall responsibility for store operations when needed, providing direction and support to colleagues to deliver excellent service.

What makes a great customer experience manager:

• Previous line management experience in a fast-paced, operational environment.
• A passion for customer service and coaching teams to excel in service delivery.
• Ability to meet KPIs and other performance indicators.
• Experience managing disciplinary, performance, or employee relations issues.
• Capability to lead store operations independently in the absence of senior management.

Working for us has great rewards:

• Competitive salary based on experience, store size, complexity, and location.
• Benefits including a discount card (10% off at Sainsbury’s, Argos, Tu, Habitat after four weeks; increased discounts on specific days), annual bonus scheme, free food and drinks, generous holiday entitlement, pension scheme, share scheme, wellbeing support, colleague networks, Cycle to Work scheme, and special offers on various services.

An inclusive place to work and shop:

We are committed to being an inclusive retailer, supporting colleagues' full potential and ensuring a welcoming environment for customers. We offer resources, development opportunities, and celebrate diversity through initiatives and events. For more information on our inclusivity efforts, please visit here.

Support during application and interview:

If you require reasonable adjustments, please let us know, and we will support you.

Leading in our stores:

Our management teams are the driving force behind our business, providing bold leadership, empowering teams, and ensuring operational excellence. They create rewarding work environments and memorable shopping experiences, bringing our purpose to life through action.