Customer Experience Manager

About the Role

At the heart of our store management lies a commitment to exceptional leadership that drives our entire business forward. Our management teams are more than operators; they are passionate leaders who inspire and empower teams to exceed customer expectations daily. This role involves hands-on leadership ensuring products are available, safety standards are upheld, and daily operations run smoothly, ultimately making work more fulfilling for colleagues and delivering an outstanding shopping experience for customers.

Key Responsibilities

• Oversee the complete customer experience throughout the store, from front-end checkout to back-of-house operations, ensuring our commitments to customers are met consistently.
• Lead the front-end checkout area to guarantee customers are served efficiently and to high standards.
• If applicable, manage operations at the petrol station to maintain smooth functioning.
• Handle people management duties, including evaluating performance, addressing capability issues, managing disciplinary actions, and verifying accurate scheduling and payroll.
• Occasionally take full charge of store operations, providing clear direction and support to colleagues to uphold customer satisfaction and operational success.

Who We're Looking For

• Experience managing teams in fast-paced operational environments is essential.
• A genuine passion and obsession for delivering outstanding customer service, with a proven ability to coach others to achieve high standards.
• A strong track record of meeting or exceeding key performance indicators (KPIs) and other performance goals.
• Competence in handling disciplinary processes and performance or employee relations issues effectively.
• Comfortable leading store operations independently when senior management is unavailable.

Essential Qualifications

• Demonstrable history of providing exceptional customer experiences and mentoring team members to elevate service consistently.
• Proven leadership in dynamic, customer-facing settings, such as retail, food service, or hospitality, with the ability to inspire teams, enhance performance, and create a thriving workplace culture.
• Experience managing daily store operations, resolving business challenges, and keeping teams focused on key objectives.
• Success in achieving diverse KPIs, including sales targets, stock management, customer satisfaction, and employee engagement.
• Confidence and fairness in managing complex people-related matters like performance, attendance, and formal employee relations.

Benefits and Rewards

• Competitive salary dependent on experience, store size, complexity, and location.
• Employee discount card offering 10% off Sainsbury's, Argos, Tu, and Habitat purchases after four weeks, increasing to 15% on Fridays and Saturdays at Sainsbury’s.
• Annual bonus scheme linked to individual and company performance.
• Complimentary food and hot drinks for colleagues in all stores.
• Generous paid holiday, maternity, and paternity leave.
• Pension scheme with employer contributions matching 4-7.5%.
• Opportunity to participate in Sainsbury’s share scheme at discounted rates.
• Access to wellbeing resources including emotional support, counselling, legal, and financial advice.
• Colleague networks for personal and professional growth.
• Cycle to Work program offering tax-efficient bike and equipment hire.
• Exclusive discounts on gym memberships, dining, holidays, and retail vouchers.

Commitment to Inclusion

We pride ourselves on being an inclusive workplace where every colleague can reach their full potential and every customer feels welcomed. We provide enhanced discretionary leave for families, carer support, and resources to enhance team supportiveness. Our internal networks advocate for representation and help eliminate obstacles colleagues might face. Development opportunities such as mentorship, training, and career progression are integral to our culture. We actively celebrate diversity with numerous initiatives and events, fostering mutual respect and inclusion. Reasonable adjustments during recruitment and interviewing can be arranged on request to support applicants fully.