Customer Experience Manager

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

Job summary

A well-known supermarket chain in Poole is seeking a Customer Experience Manager to enhance customer satisfaction throughout the store operations. The ideal candidate will have management experience in a retail environment and a strong focus on service delivery and team performance. You will lead the checkout and store operations while ensuring excellent customer service. The role offers a competitive salary and various employee benefits.

Benefits

10% discount at Sainsbury’s

Annual bonus scheme

Free food and hot drinks

Generous holiday, maternity, and paternity leave

Pension scheme with employer contributions

Wellbeing support

Qualifications

• Previous line management experience in a fast-paced, operational environment.
• Obsessed with customers and service, coaching teams to do the same.
• Proven ability to deliver KPIs and performance indicators.

Responsibilities

• Taking responsibility for the overall customer experience across the store.
• Managing the front-end checkout operation.
• People management, including performance and scheduling.

Skills

Customer service orientation

Team coaching

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 disciplinary procedures, and ensuring accurate scheduling and pay.
• Occasionally assuming overall store responsibility, 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.
• Obsessed with customers and service, coaching teams to do the same.
• Proven ability to deliver KPIs and performance indicators.
• Experience managing disciplinary, performance, and employee relations issues.
• Capable of leading operations independently in the absence of senior management.

Working for us has great rewards:

Salary depends on experience, store size, complexity, and location. We also offer 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.
• Annual bonus scheme based on performance.
• Free food and hot drinks in stores.
• Generous holiday, maternity, and paternity leave.
• Pension scheme with 4-7.5% employer contributions.
• Sainsbury’s share scheme at discounted rates.
• Wellbeing support including counselling and legal advice.
• Colleague networks for support and development.
• Cycle to Work scheme for bikes and cycling equipment.
• Discounts on gym memberships, restaurants, holidays, and retail vouchers.

An inclusive place to work and shop:

We are committed to diversity and inclusion, providing resources, development opportunities, and celebrating diversity through initiatives and events. We support colleagues with family and caring responsibilities and ensure everyone can reach their potential. To learn more about our inclusivity efforts, please visit here.

Reasonable adjustments: If you need adjustments during application or interview, 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 improve daily operations, safety, product availability, and customer experience, making work rewarding for colleagues and shopping exceptional for customers. This is how we bring our purpose to life, one action at a time.