Customer Experience Manager at Sainsburys DTD

Manchester, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

32700.0

Posted On

06 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Line Management, Customer Experience Management, KPI Delivery, Employee Relations, Performance Management, Operational Leadership, Coaching, Retail Operations, Scheduling, Conflict Resolution, Team Leadership, Resource Planning

Industry

Retail

Description

What you’ll be doing: * Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments * Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations * Managing operations in our petrol station (If your shop has one) * People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate. * At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer. What makes a great customer experience manager: * Previous line management responsibilities in a fast-paced, operational environment. * Someone who is truly obsessed with customers and service, and coaches a team to do the same. * Delivers KPI's or other performance indicators. * Can manage disciplinaries, performance issues or other similar employee relations issues. * Leads operations and comfortable doing this alone in the absence of more senior management. Essential Criteria: * 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 — you’ve inspired others, driven high performance, and created a culture where colleagues thrive. * Leadership experience in a high-volume, fast-paced operational setting — whether in retail, food service, or hospitality — where you’ve overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers. * Proven success in delivering against a wide range of KPIs — from sales and stock availability to customer satisfaction and colleague engagement, you’ve made a measurable difference. * Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.

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Responsibilities

Oversee the overall customer experience and front-end checkout operations within the store and petrol station. Manage team performance, capability, and scheduling while assuming overall store responsibility in the absence of senior management.