Customer Experience Manager

TN United Kingdom; St Albans; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the retail sector is seeking a Customer Experience Manager to enhance customer satisfaction and manage a dynamic in-store team. This role offers the opportunity to develop leadership skills and advance within the company. Candidates should have a passion for customer service and experience in team management, with a strong emphasis on utilizing technology for operational efficiency.

Benefits

10% discount at Sainsbury’s, Argos, Tu, and Habitat

Free food and hot drinks in all stores

Generous holiday entitlement

Matching 4-7% pension contributions

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships and holidays

Qualifications

• Experience managing or supervising teams in a fast-paced environment.
• Passionate about customer service and team development.
• Comfortable using technology for operational management.

Responsibilities

• Manage in-store team and ensure excellent customer experience.
• Support the Lead Customer Experience Manager in operational tasks.
• Foster a welcoming environment and drive team training.

Skills

Leadership

Customer Service

Team Management

Communication

Tools

Digital Tools

Job description

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You’re ambitious for more leadership responsibility. Maybe one day, you’d like to run your own store or take on a bigger role in the future. First, you want to focus on your people development skills – crafting a team that delivers what you need, when you need it.

This is a well-balanced management role with clear accountability – you’ll understand exactly what’s expected of you and who to turn to for support. Whether you already have some supervisory experience or you’re looking to make the step up, it’s the perfect chance to get close to your team and grow your skills.

What you’ll be doing

Our purpose is driven by our passion for food: together we serve and help every customer.

As a Customer Experience leader, your job is to delight and inspire customers from the car park to the checkout. Whether they’re collecting online orders, stocking up on essentials, or filling up with petrol, you’ll ensure they enjoy the very best experience. Reporting to our Lead Customer Experience Manager, your focus is on operational in-store management, ensuring your area runs smoothly, day in, day out.

There’s an emphasis on managing a medium to large in-store team – assigning tasks, planning breaks, creating rotas, addressing performance issues sensitively and effectively, and assisting with recruitment. You’ll be a visible leader on the shop floor, a role model who drives training and fosters a welcoming environment where everyone feels safe to challenge the status quo.

What success looks like

There’s lots to achieve. Here’s how you’ll know you’re developing:

• You support the Lead Customer Experience Manager to deliver improved customer and retail outcomes in your area.
• You work closely with another Customer Experience Manager, sharing ideas and finding ways to improve, ensuring a smooth handover between shifts.
• You’re confident giving honest feedback early and often to your team.
• You help your team empathize with customers, taking pride in delivering better service.
• You make decisions at pace and are comfortable not knowing all the answers.

About you

We’re open-minded about your career trajectory. You’re probably already managing or supervising people in a fast-paced setting and are confident handling daily challenges – your team depends on you!

You’ll need to share Sainsbury’s love of technology. We’re ahead of the curve, utilizing digital tools for stock management, rotas, and more.

Most importantly, you’re motivated to develop, dedicated to bringing out the best in others, and passionate about customer service – that’s what our stores are all about.

Where next?

The Sainsbury’s in-store management structure is designed to support your progression. You’ll receive a clear induction, tailored training plan, and ongoing coaching to help you deliver great performance and develop your skills.

As a Customer Experience Manager, you could advance to a Lead Manager role in Food, In-store Customer Experience, Clothing, or General Merchandise. Looking further ahead, it’s excellent preparation for Store Management or leadership roles across Sainsbury’s family brands like Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We’re committed to helping you realize your potential.

Added benefits

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% at Sainsbury’s on Fridays and Saturdays, and 15% at Argos on paydays.
• Free food and hot drinks in all stores.
• Generous holiday entitlement, maternity, and paternity leave.
• Matching 4-7% pension contributions.
• Sainsbury’s share scheme for discounted investments.
• Wellbeing support, including emotional, legal, and financial assistance.
• Colleague networks for professional growth.
• Cycle to Work scheme for bikes and equipment, with tax savings.
• Special offers on gym memberships, holidays, retail vouchers, and more.

Click ‘apply’ to start your Sainsbury’s journey.