Customer Experience Manager

Edinburgh Source: WhatJobs

See advert for pay

Overview

In this role you will own the end-to-end customer experience across the store, from checkout to back-of-house, ensuring commitments are met. You will manage front-of-house operations and, where applicable, petrol station activities. People leadership is central, with responsibility for performance, disciplinaries, scheduling, and pay. You may also assume overall store running duties to guide and support colleagues in serving customers. This is a hands-on, customer-centric leadership role in a fast-paced retail environment.

Pay / Benefits

Discount card – 10% discount at Sainsbury's, Argos, Tu and Habitat after four weeks
15% discount at Sainsbury’s on Fridays and Saturdays
Annual bonus scheme
Free food and hot drinks for colleagues
Generous holiday entitlement, maternity and paternity leave
Pension – employer contributions match 4-7.5%

Responsibilities

Oversee overall customer experience across the store, including checkout and back-of-house
Manage front-end checkout operations to meet customer expectations
Supervise petrol station operations if applicable
Lead and develop the store team, including performance management and disciplinaries
Coordinate scheduling and payroll accuracy
Step in to run the store when needed, providing direction and support to colleagues

Key requirements

Proven line management experience in a fast-paced, customer-facing setting
Track record of delivering exceptional customer experiences and coaching teams to improve
Leadership in high-volume, operational environments (retail, food service, or hospitality)
Ability to deliver on diverse KPIs (sales, stock, customer satisfaction, engagement)
Experience handling complex people matters, including performance and employee relations cases