Customer Experience Manager

Sainsbury's; Colne; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading supermarket chain in the UK is seeking a Customer Experience Manager who will be responsible for enhancing the customer experience and managing store operations. This includes overseeing checkout processes, team management, and ensuring that service standards are met while providing support to colleagues to deliver excellent service. Sainsbury's offers competitive salaries and a variety of benefits including employee discounts, bonuses, and wellbeing support.

Benefits

10% discount on shopping

Annual bonus scheme based on performance

Free food and hot drinks

Generous holiday and leave policies

Matching pension contributions

Share scheme for investment

Wellbeing support

Colleague networks for support

Cycle to Work scheme

Discounts on gym memberships and more

Qualifications

• Previous line management experience in a fast-paced, operational environment.
• Ability to deliver KPIs and performance indicators.
• Experience managing disciplinary and performance issues.

Responsibilities

• Oversee customer experience across the store.
• Manage front-end checkout operation.
• Lead store operations in absence of senior management.

Skills

Customer service management

Performance management

Team coaching

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 at the petrol station (if applicable).
• People management, including performance and capability management, conducting disciplinaries, and ensuring accurate scheduling and pay.
• Occasionally assuming overall responsibility for running the store, 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 customer-obsessed individual who coaches teams to prioritize service.
• Proven ability to deliver KPIs and performance indicators.
• Experience managing disciplinary, performance, or employee relations issues.
• Comfortable leading store operations independently in the absence of senior management.

Working for us has great rewards

Salary depends on experience, store size, complexity, and location. We also offer a range of benefits including:

• 10% discount on shopping at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% on Fridays and Saturdays at Sainsbury’s and at Argos on pay days.
• An annual bonus scheme based on performance.
• Free food and hot drinks in all stores.
• Generous holiday, maternity, and paternity leave.
• Matching pension contributions of 4-7.5%.
• Sainsbury’s share scheme for investment at discounted rates.
• Wellbeing support including emotional, legal, and financial advice.
• Colleague networks for support and development.
• Cycle to Work scheme for purchasing bikes and cycling equipment.
• Discounts on gym memberships, restaurants, holidays, and retail vouchers.

An inclusive place to work and shop:

We are committed to inclusivity, providing resources, mentorship, training, and career progression opportunities. We celebrate diversity through initiatives and events. For more information, please visit here.

Reasonable adjustments: If you need support during application or interview, please let us know.

Leading in our stores:

Our management teams are the driving force behind our business, leading with boldness, passion for service, and opportunity awareness. They empower teams to excel daily, ensuring product availability, safety, and seamless operations, creating rewarding work environments and exceptional shopping experiences.