Customer Experience Manager

Sainsbury’s Group; Hessle; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading retail company in England seeks a Customer Experience Manager responsible for managing the overall customer experience in-store, from checkout to back of house. The role includes people management, ensuring performance and service standards are met. Ideal candidates will have experience in a fast-paced environment and a passion for customer service, with the ability to lead a team effectively.

Benefits

10-15% shopping discount

Annual bonus scheme

Free food and hot drinks for colleagues

Generous holiday entitlement

Pension matching contributions

Share scheme investment opportunities

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships and more

Qualifications

• Experience in managing people and operations in a retail setting.
• Ability to coach a team towards customer service excellence.
• Comfortable handling performance and employee relations issues.

Responsibilities

• Ensure overall customer experience standards are met in-store.
• Manage checkout operations and front-end service.
• Handle people management tasks, including scheduling and performance.
• Direct and support colleagues to meet customer commitments.

Skills

Line management experience in a fast-paced environment

Customer service obsession

KPI achievement

Disciplinary management

Leadership in operations

Job description

Overview

Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments. Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations. Managing operations in our petrol station (If your shop has one). People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate. At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

Responsibilities

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
• Managing operations in our petrol station (If your shop has one)
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

What makes a great customer experience manager

• Previous line management responsibilities in a fast-paced, operational environment.
• Someone who is truly obsessed with customers and service, and coaches a team to do the same.
• Delivers KPI's or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and comfortable doing this alone in the absence of more senior management.

Benefits

• Discount card - 10% discount off on your shopping at Sainsbury's, Argos, Tu and Habitat after four weeks. This increases to 15% discount off at Sainsbury's every Friday and Saturday and 15% off at Argos every pay day.
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks provided for Colleagues in all our stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension - we'll match 4-7.5% of your pension contributions.
• Sainsbury's share scheme - build up an investment at discounted rates.
• Wellbeing support - access to emotional support, counselling, legal and financial advice.
• Colleague networks - link with like-minded people to help fulfil your potential.
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.