Customer Experience Manager

Customer Experience Manager (Full time) - Phibsboro

Salary: from €37,500

Location: Phibsborough Shopping Centre, Cabra East, Dublin, Ireland

Tesco is a values-led business and we are committed to building a better Tesco and to support our colleagues in Serving Ireland’s Shoppers a Little Better Everyday. We aspire to create an emotional connection with our customers and colleagues and to help to make their lives more manageable and enjoyable. Tesco Ireland is committed to developing individuals' talents and supporting professional development as a dynamic business that values people with strong leadership skills and an entrepreneurial attitude.

THE ROLE

Tesco Ireland is currently seeking to appoint a Customer Experience Manager who will have responsibility for supporting and leading a a team of people to deliver the best shopping trip for our customers. This role will report to the Deputy Manager and will ensure that we are serving Irelands shoppers a little better every day.

You will be responsible for

• Creating an inspiring and welcoming environment for my colleagues and customers
• Managing the change operations in store, as well as the checkout operations and equipment.
• Be responsible for the store when the Store Manager/Deputy Manager are not present
• Ensure that my team are fully trained and validated in their role
• Creating an environment of two-way communication, inspiring a culture of trust
• Coaching and managing colleagues to enable them to deliver their daily priorities and be in the right place at the right time to enable them to deliver our customers’ needs
• Review reports and systems to enable you to deliver the right improvements for customers and colleagues
• Driving a culture of zero food waste, managing date codes and making sure no food suitable for human consumption goes to waste
• Recruiting the best colleagues for our team, selecting those passionate about our customers
• Understanding the cleaning specifications for your store and ensuring that the plan is delivered through your team and by leading by example
• Manage stock control activities, warehouse layout and processes to ensure all colleagues can complete their routines right first time.
• Root causing any incorrect prices, overcharges, refunds and label routines to ensure customers are charged the correct price at all times.
• Manage the front-end operation to ensure that customers do not queue
• Recognise when colleagues give great service and give feedback where necessary in relation to poor colleagues not giving great service.

You will need

For the ‘Customer Experience Manager’ role you have a demonstrated track record of:

o Being passionate about delivering the right way for customers and colleagues

o Being adaptable and agile in your thinking

o Delivering key objectives in a fast-paced environment

o Being the ‘Go To’ person for all queries for your department

o Shaping and influencing at the most senior level

o Previous Retail Experience preferred in a similar role

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work. These include but aren’t limited to:

• Competitive Salary from €37,500
• Bonus Scheme*
• Our Virtual GP service provides free and confidential access to an online GP through video GP consultations, and online prescription service for colleagues. The service is also available to families of colleagues who live at the same address for a reduced cost.
• 24/7 access to our Employee Assistance Programme (EAP) for you and family members for in the moment emotional support along with free access to a range of wellbeing services supporting you under our new Wellbeing First approach of Body, Mind and Life.
• Colleague Clubcard 10% discount increasing to 15% starting on the last Friday of each month for 3 days(including a 2nd card for a family member)*
• Life Assurance
• Pension Scheme*
• Save As You Earn Scheme*
• Paid Family Leave
• Bike to Work
• Long Service Awards
• Commuter Scheme

*Entry requirements and rules of the scheme apply

About us

Our vision at Tesco is to become every customer’s favourite way to shop, whether they are at home or out on the move. Our core purpose is “Serving our customers, communities and planet a little better every day”. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of, and for the planet. Through initiatives like the Tesco Community Fund, our association with Children’s Health Foundation, our partnership with FoodCloud and our Stronger Starts programme, we have supported over 21,000 community groups, raised over €7.5 million for medical equipment, and provided almost 15 million meals nationwide, to those living in food insecurity.

Tesco has operated in the Irish retail market since 1997, and with 163 stores nationwide, we employ over 13,000 people in cities and towns around Ireland, supporting almost 45,000 jobs directly and indirectly. We partner with over 500 Irish suppliers - of which almost three-quarters are small and medium enterprises - which in turn supports almost 13,000 farming families around Ireland. Tesco is the single largest buyer of Irish food and drink in the world, buying €1.6 Billion a year; more than any other single country in the European Union, more than even the USA which you perceive as a massive buyer of Irish food.

We work closely with suppliers across Ireland who are dedicated to making the best products for our customers and this is reflected in the numerous awards our products have won over the years including Blás Na hÉireann, World Steak Challenge and Great Taste Awards.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. It is embedded in our values: we treat people how they want to be treated. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We always want our colleagues to feel they can be themselves at work and we are committed to helping them be at their best.

We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. We’ve taken steps to ensure our stores are places where everyone feels welcome to shop too, with colleagues all trained to support those with a visible or hidden disability through the Sunflower Lanyard programme.

We’re a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

Application process

To apply for a job in one of our stores, distribution or customer fulfilment centres, you will need to register with us and create a profile. You can keep your profile up-to-date by adding your latest skills and experiences.

Click through the stages below to see what you can expect from the application process:

Step 3

At the interview you will complete a variety of tasks depending on the role, including a face-to-face interview. You will be given the opportunity to 'have a go' at the type of work you have applied for: this could be on the shopfloor, or completing a driving assessment. This will give you the opportunity to decide if Tesco is right for you and if we think you are right for Tesco.

Step 1

Once you find a job you want to apply for, you can complete the online application form for that role. This will contain some basic questions and a test to see how you would react to situations you could come across whilst working. You will also need to submit your right-to-work documents to be checked. Once you have submitted your application we will review it to see if you have the skills that we are looking for.

Step 2

If successful we will invite you in for an interview at the location that you have applied to work in – for management roles there will be an initial telephone interview, before the face-to-face interview.

Step 3

At the interview you will complete a variety of tasks depending on the role, including a face-to-face interview. You will be given the opportunity to 'have a go' at the type of work you have applied for: this could be on the shopfloor, or completing a driving assessment. This will give you the opportunity to decide if Tesco is right for you and if we think you are right for Tesco.

Step 1

Once you find a job you want to apply for, you can complete the online application form for that role. This will contain some basic questions and a test to see how you would react to situations you could come across whilst working. You will also need to submit your right-to-work documents to be checked. Once you have submitted your application we will review it to see if you have the skills that we are looking for.

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