Lead Customer Experience Manager

Sainsbury's; City of Edinburgh; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading retail company is seeking a Lead Customer Experience Manager in Edinburgh to enhance customer satisfaction through effective team leadership. This role entails managing operations and personnel in a dynamic environment, utilizing data-driven methods to improve performance and engagement. The ideal candidate will be passionate about customer service and committed to fostering an inclusive workplace.

Benefits

10% employee discount

Annual bonus scheme

Free food and drinks in stores

Generous holiday leave

Pension scheme with employer contributions

Share scheme for discounted investment

Wellbeing support

Colleague development opportunities

Cycle to Work scheme

Special offers on gym memberships

Qualifications

• Experience managing managers in a fast-paced, customer-facing environment.
• Comfortable managing independently in the absence of senior management.
• Committed to inclusivity and building diverse teams.

Responsibilities

• Lead a team of managers to ensure excellent customer experience.
• Plan for key trading activities while collaborating with store leadership.
• Manage operations at checkout and petrol stations.

Skills

Leadership

Customer Focus

Data Interpretation

Performance Management

Team Management

Job description

What you’ll be doing:

• Lead a team of managers to ensure every customer has a great experience in-store, from checkouts to the petrol station.
• Plan for upcoming key trading activities and events by working closely with the store leadership team.
• Take full accountability for the store in the absence of a store manager, role model high standards, and coach for efficiency across the store.
• Manage operations at checkout areas, both manned and self-scan, petrol stations (if available), and back-of-house services.
• Handle people management tasks, including performance management, capability development, disciplinary actions, scheduling, and payroll accuracy.

What makes a great Lead Customer Experience Manager:

• A passionate leader ambitious for their customers and colleagues, fostering growth within their team.
• Experience managing managers in a fast-paced, customer-facing environment.
• Comfortable managing independently in the absence of senior management.
• Driven to deliver high performance with a focus on efficiency and engagement.
• Confident in using data, interpreting KPIs, and improving performance indicators.
• Committed to inclusivity, building diverse and welcoming teams.
• Capable of managing disciplinary, performance, and employee relations issues up to dismissal.

Working for us has great rewards:

Salary depends on experience, store size, complexity, and location. Benefits include:

• 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 paydays.
• Annual bonus scheme based on performance.
• Free food and drinks in stores.
• Generous holiday, maternity, and paternity leave.
• Pension scheme with 4-7.5% employer contributions.
• Sainsbury’s share scheme for discounted investment.
• Wellbeing support, including counseling and legal advice.
• Colleague networks and development opportunities.
• Cycle to Work scheme.
• Special offers on gym memberships, holidays, and retail vouchers.

An inclusive place to work and shop:

We are committed to diversity and inclusion, supporting colleagues with family leave, carers’ support, mentorship, training, and career progression. We celebrate diversity through initiatives and events. For more information, please see here.

Support during application or interview: If you require reasonable adjustments, please let us know.

Leading in our stores:

Our managers are the driving force behind our business, leading with boldness, passion, and opportunity. They empower teams to excel daily, ensuring product availability, safety, and seamless operations, making work rewarding for colleagues and shopping exceptional for customers. This is how we bring our purpose to life, one action at a time.