Customer Experience Manager

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

Job summary

A prominent UK supermarket chain is seeking a Customer Experience Manager to oversee the overall customer service operations. Responsibilities include managing the checkout process, leading a team, and ensuring exceptional customer experiences. The ideal candidate will have line management experience in a fast-paced environment and a strong focus on service quality. The role offers various benefits including bonuses, discounts, and a supportive work environment.

Benefits

Discounts

Bonuses

Generous holiday entitlement

Pension matching

Wellbeing support

Cycle to Work scheme

Qualifications

• Proven track record of delivering exceptional customer experiences and coaching others to improve.
• Leadership experience in a high-volume, fast-paced environment such as retail, food service, or hospitality.
• Success in achieving various KPIs, including sales, stock availability, customer satisfaction, and colleague engagement.
• Experience managing complex people matters with confidence and fairness.

Responsibilities

• Taking responsibility for the overall customer experience across the store.
• Managing the front-end checkout operation to ensure customer service.
• Overseeing petrol station operations, if applicable.
• People management, including performance and capability management.
• Providing direction and support to colleagues.

Skills

Line management experience

Customer service orientation

KPI achievement

Handling disciplinary issues

Independent operations leadership

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 expectations.
• Managing operations in our petrol station (if applicable).
• People management, including performance and capability management, disciplinary actions, scheduling, and payroll accuracy.
• Occasionally assuming overall responsibility for running the store, providing direction and support to colleagues.

What makes a great customer experience manager:

• Experience in line management within a fast-paced, operational environment.
• Customer-obsessed with a passion for service, coaching teams to excel.
• Proven ability to meet KPIs and performance indicators.
• Experience handling disciplinary, performance, and employee relations issues.
• Ability to lead operations independently in the absence of senior management.

Essential Criteria:

• Proven track record of delivering exceptional customer experiences and coaching others to improve.
• Leadership experience in a high-volume, fast-paced environment such as retail, food service, or hospitality.
• Success in achieving various KPIs, including sales, stock availability, customer satisfaction, and colleague engagement.
• Experience managing complex people matters with confidence and fairness.

Working for us has great rewards:

• Salary dependent on experience, store size, complexity, and location.
• Benefits include discounts, bonuses, free food and drinks, generous holiday entitlement, pension matching, share scheme, wellbeing support, colleague networks, Cycle to Work scheme, and special offers.

An inclusive place to work and shop:

We are committed to inclusivity, offering resources, development opportunities, and celebrating diversity. For more information, please visit here.

Reasonable adjustments: If needed, please inform us during application or interview, and we will support you.

Leading in our stores:

Our management teams are the driving force behind our business, leading with boldness, passion, and opportunity. They empower teams to excel, ensuring product availability, safety, and seamless operations, making shopping rewarding for customers and work fulfilling for colleagues.