Customer Experience Manager

Sainsbury's; Pontypridd; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading supermarket chain in Pontypridd is seeking a Customer Experience Manager to oversee the customer journey and manage the front-end operations. The ideal candidate has line management experience, a strong customer service orientation, and the ability to deliver on performance indicators. This role offers a range of benefits, including discounts, an annual bonus scheme, and support for employee wellbeing.

Benefits

10% discount on company products

Annual bonus scheme

Free food and drinks

Generous holiday entitlement

Pension scheme with employer match

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships

Qualifications

• Previous line management experience in a fast-paced environment.
• Genuine obsession with customers and service.
• Ability to deliver KPIs.
• Experience managing performance issues.

Responsibilities

• Manage overall customer experience across the store.
• Ensure the front-end checkout operation meets expectations.
• Oversee petrol station operations.
• Manage performance and capability of team members.
• Run the store in the absence of senior management.

Skills

Customer service orientation

Line management experience

KPI delivery

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 our expectations.
• Managing operations in our petrol station (if your shop has one).
• People management is a significant part of the role, including managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay are accurate.
• Occasionally, you may assume overall responsibility for running the store, providing direction and support to colleagues to deliver excellent customer service.

What makes a great customer experience manager:

• Previous line management experience in a fast-paced, operational environment.
• A genuine obsession with customers and service, coaching teams to prioritize the same.
• Ability to deliver KPIs or other performance indicators.
• Experience managing disciplinaries, performance issues, or other employee relations matters.
• Leadership in operations and comfort in working independently in the absence of senior management.

Working for us has great rewards:

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

• 10% discount 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 entitlement, maternity, and paternity leave.
• Pension scheme with a 4-7.5% employer match.
• Sainsbury’s share scheme for investment at discounted rates.
• Wellbeing support, including emotional support, counselling, legal, and financial advice.
• Colleague networks for support and development.
• Cycle to Work scheme for bike and equipment hire.
• Special offers on gym memberships, restaurants, holidays, and retail vouchers.

An inclusive place to work and shop:

We are committed to being an inclusive retailer, supporting colleagues' full potential and ensuring every customer feels welcome. We offer various support resources, development opportunities, mentorship, and celebrate diversity through initiatives and events. To learn more about our inclusivity efforts, please visit here.

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

Leading in our stores:

Our management teams are the driving force behind our business, providing bold leadership, passion for service, and seizing opportunities. They empower teams to excel daily, ensuring product availability, safety, and seamless operations. Their leadership makes work rewarding for colleagues and creates exceptional shopping experiences for customers. This is how we bring our purpose to life, one action at a time.