About This Role
Leading in the company's stores, the Customer Experience Manager is a driving force behind the business, empowering teams to raise the bar every day for customers. This role involves hands-on leadership, a passion for service, and an eye for opportunity, ensuring seamless daily operations and exceptional shopping experiences.
Responsibilities
- Take responsibility for the overall customer experience across the store, from the checkout to back of house, ensuring delivery on customer commitments
- Manage the front-end checkout operation, ensuring all customers are served in line with expectations
- Manage operations in the petrol station (if applicable)
- Manage people, including performance and capability, conducting disciplinaries, and ensuring scheduling and pay are accurate
- Assume overall responsibility for running the store at times, ensuring all colleagues are given direction and support to deliver for the customer
Requirements
- Previous line management responsibilities in a fast-paced, operational environment
- Obsessed with customers and service, and able to coach a team to do the same
- Deliver KPIs or other performance indicators
- Manage disciplinaries, performance issues, or other similar employee relations issues
- Lead operations and be comfortable doing this alone in the absence of more senior management
- A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar
- Experience leading teams in a dynamic, customer-facing environment, inspiring others, driving high performance, and creating a thriving culture
- Leadership experience in a high-volume, fast-paced operational setting (retail, food service, or hospitality), overseeing daily operations, solving business problems, and keeping teams focused on delivering for customers
- Proven success in delivering against a wide range of KPIs, from sales and stock availability to customer satisfaction and colleague engagement
- Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness
Benefits
- Discount card – 10% discount off on shopping at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% discount off at Sainsbury’s every Friday and Saturday
- An annual bonus scheme based on company and individual performance
- Free food and hot drinks provided for colleagues in all stores
- Generous holiday entitlement, maternity, and paternity leave
- Pension – company will match 4-7.5% of pension contributions
- Sainsbury’s share scheme – build up an investment at discounted rates
