Customer Experience and Retail Excellence Lead

7 days ago


Metropolitan Borough of Solihull, United Kingdom Sainsbury's Full time

This is a well-balanced management role with clear accountability, focusing on operational in-store management to ensure a smooth customer experience from car park to checkout. As a Customer Experience leader, you'll delight and inspire customers by providing exceptional service across various touchpoints, including online ordering collection, essential shopping, and fuel services.

Job Overview

You will report directly to our Lead Customer Experience Manager and work closely with another Customer Experience Manager to deliver improved customer and retail outcomes. Your primary focus will be on managing a medium to large in-store team, assigning tasks, planning breaks, creating rotas, addressing performance issues, and helping with recruitment.

Key Responsibilities
  • Visible leadership on the shop floor as a role model, driving training, and creating a team environment where everyone feels welcome and colleagues feel safe to challenge the status quo.
  • Supporting the Lead Customer Experience Manager in delivering improved customer and retail outcomes in your area.
  • Closely collaborating with another Customer Experience Manager to share ideas, identify areas for improvement, and provide a seamless handover between shifts.

You'll have the opportunity to develop your skills in putting yourself in the customers' shoes, taking genuine pride in delivering a better service. We're passionate about customer service, and we're looking for someone who shares this passion.

Requirements and Qualifications

To be successful in this role, you'll need to have excellent communication and interpersonal skills, with the ability to motivate and lead a team effectively. You'll also need to be able to manage multiple priorities, prioritize tasks, and meet deadlines while maintaining high-quality standards.

Benefits
  • Discount card – 10% discount off your shopping at Sainsbury's, Argos, Tu, and Habitat after four weeks, increasing to 15% every Friday and Saturday and 15% off at Argos every payday.
  • Free food and hot drinks provided for colleagues in all stores.
  • Generous holiday entitlement, maternity, and paternity leave.
  • Pension – we'll match 4-7% of your pension contributions.
  • Sainsbury's share scheme – build up an investment at discounted rates.
  • Wellbeing support – access to emotional support, counseling, legal, and financial advice.
  • Colleague networks – link with like-minded people to help fulfill your potential.
  • Cycle to Work scheme – hire a new bike and cycling equipment while saving on tax and NI.
  • Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.


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