Customer Experience Manager

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

Job summary

Join Sainsbury's as a Customer Experience Manager in London, where you'll oversee the store's customer experience, from checkout to operations. Manage a team, ensuring service excellence, KPI achievement, and operational efficiency. Enjoy a variety of benefits, including a discount card and an annual bonus scheme, while being part of an inclusive work environment committed to diversity.

Benefits

Discount card

Annual bonus scheme

Free food and drinks

Generous holiday entitlement

Pension scheme

Share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on various services

Qualifications

• Experience in line management within a fast-paced, operational environment.
• A passion for customers and service, with the ability to coach a team.
• Proven ability to meet KPIs and performance indicators.
• Experience managing disciplinary, performance, or employee relations issues.
• Ability to lead operations independently when needed.

Responsibilities

• Taking responsibility for the overall customer experience across the store.
• Managing the front-end checkout operation.
• Managing operations in our petrol station (if applicable).
• People management, including performance management and scheduling.
• Occasionally assuming overall store responsibility.

Skills

Customer service

Team leadership

Performance 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 performance management, conducting disciplinaries, 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:

• Experience in line management within a fast-paced, operational environment.
• A passion for customers and service, with the ability to coach a team similarly.
• Proven ability to meet KPIs and performance indicators.
• Experience managing disciplinary, performance, or employee relations issues.
• Ability to lead operations independently when needed.

Working for us has great rewards:

• Salary dependent on experience, store size, complexity, and location.
• Benefits include a discount card, 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 inclusivity, supporting colleagues with discretionary leave, resources, networks, development opportunities, and celebrating diversity. For more information, 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, 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.