Customer Experience Manager

Sainsbury's; Hitchin; On-site; GBP 30,000 - 45,000; Full time

Job summary

Sainsbury's is looking for a Customer Experience Manager in Hitchin to oversee the overall customer service within the store. The role involves managing front-end operations, coaching teams, and ensuring performance metrics are met. Candidates should have prior management experience in fast-paced environments and a strong commitment to customer service. This position offers competitive rewards, including benefits such as a discount card, bonuses, and generous leave policies, along with opportunities for professional growth.

Benefits

Discount card

Annual bonus scheme

Free food and drinks

Generous holiday entitlement

Pension matching

Share scheme

Wellbeing support

Cycle to Work scheme

Qualifications

• Previous line management experience in a fast-paced, operational environment.
• A strong obsession with customer service and coaching teams to excel in this area.
• Experience managing disciplinary, performance, or employee relations issues.

Responsibilities

• Taking responsibility for the overall customer experience across the store, from checkout to back of house.
• Managing the front-end checkout operation.
• Managing operations in the petrol station.
• Conducting disciplinary actions and ensuring accurate scheduling and pay.

Skills

Customer service

People management

Performance management

Operational management

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 managing performance and capability, conducting disciplinary actions, and ensuring accurate scheduling and pay.
• Occasionally assuming overall store responsibility, 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 strong obsession with customer service and coaching teams to excel in this area.
• Achievement of KPIs and other performance indicators.
• Experience managing disciplinary, performance, or employee relations issues.
• Ability 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, annual bonus scheme, free food and drinks, generous holiday entitlement, pension matching, 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 inclusivity, offering support for families, carers, and development opportunities to all colleagues. We celebrate diversity and strive to create a welcoming environment for everyone. For more information on our inclusivity initiatives, please visit here.

Should you require any reasonable adjustments during the application or interview stages, please let us know, 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 work rewarding and shopping a great experience for customers.