Customer Experience Manager
Sainsbury’s
مجموع سنوات الخبرة :18 years, 9 أشهر
Leading two key departments - Commercial Operations and Cash Office.
Supporting three additional departments - Petrol Station, Check Out Operations, and overall store
management.
Zubaria Qadeer - page 1
Managing a team of over 20 colleagues, ensuring the best customer experience in every task,
interaction, and decision within the store.
Prioritising the development of people management skills to build and lead a high-performing team.
Instilling a customer-centric mindset within the team, encouraging genuine pride in delivering
exceptional service.
Responsible for the monetary aspects of store operations, including maintaining the store budget.
Managing the cash office, overseeing cash management for all tills and ATM machines.
Conducting bank reconciliations and overseeing other expenditures.
Handling Human Resource Management responsibilities, including staff hiring, initiating cases on the
HR system, and conducting interviews.
Managing disciplinary processes, occupational health referrals, absence management, and
performance management.
Managing other stakeholders, including Security and Cleaner teams.
Conducting staff searches, CCTV investigations, and various audits to ensure compliance and security.
Adapting to technological advancements, particularly in digital processes related to stock management
and rotas.
Collaborating with other Managers to share ideas and identify opportunities for improvement.
Providing effective handovers between shifts and delivering honest and frequent feedback to the team.
Understanding expectations and seeking support when needed, ensuring the smooth operation of the
assigned area.
Creating an inclusive team environment where everyone feels welcome, and colleagues are
encouraged to challenge the status quo
Skills:
• Customer Experience Strategy
• Team leadership and management
• Customer Relation Management
• Data Analysis and Insight
• Problem solving and Conflict Resolution
• Excellent Communication and interpersonal Skill
• Time Management and Prioritization
• Proficient in CRM software and MS Ofice Suite
• Responsible for working with the Tesco District Manager and relevant Management Team to co-ordinate all administrative operations activities in line with Company-wide goals and objectives. To ensure the smooth running of administrative functions within the assigned Tesco District Ofice.
• Processing of store paperwork according to procedures for the individual account and file paperwork.
• Ensure the eficient and accurate scheduling of ASETs across the District events and inventories via SWB
• Timely entering of timesheet information in Oracle.
• Ensure close out timesheets and approve invoices.
• Handling all designated district email boxes as required.
• Confirm all designated districts PIV/PIC schedules are completed and collate follow ups.
• Entering new employees into Oracle for designated districts.
• Ensure all leavers are processed for designated districts.
• Processing and control of supply orders.
• Applied expert knowledge for daily completion of tasks and streamlining workflows.
• Daily / Weekly store report
• Travel / Hotel Bookings as required by the district.
• Production and collation of reports for Tesco Operations Manager & Tesco District Manager
• Taking minutes of meetings as and when required.
• Assisted employee payroll processes by tracking attendance logs and expense monitoring.
• Employed excellent time-management skills to maximize task completion and reducing errors.
• Proficient in the use of Oracle, Microsoft Outlook and Microsoft Ofice, including Word, Excel Spreadsheets and PowerPoint.
• Learn and adept at maintaining detailed administrative processes.
• Time-management and the ability to organize own workload and adept at identifying goals and priorities.
• Contributing to problem solving activities and sharing job knowledge with colleagues. Also responsible for the safekeeping of confidential information.
Recruitment & Training Specialist at RGIS(Jan2007-2017): I have worked with RGIS as Recruitment and Training Specialist & Supervisor. My job includes delivering an efective and robust recruitment process that complies with current legislation and supports the district to deliver our service to customers. To deliver RGIS training programs to all hourly employees for induction and continuous development.
Key Accountabilities
• Recruitment of right candidate for the job. Advert creation, candidate attraction, shortlisting, organizing and facilitating interviews and assessments.
• Interview & Selection. To manage the recruitment and selection process within a district for all hourly employees.
• Training & Assessment. Managing all recruitment and training administration and relevant paperwork ensuring compliance with current legislation.
• Advance training for the new as well existing employee. Delivery of induction programs to new employees. Delivery of relevant training programs to support continuous development of employees.
• Review ASET progress on the daily basis.
• Review and follow up on the progression and 30/60/90 days review meeting.
• Improvement & progression plans. Responsible for monitoring the content of recruitment and training literature in conjunction with the Recruitment Manager and Training and Development Manager to comply with current legislation.
• To provide support to the Area Manager and District Manager with reports, feedback, employee relations and compliance issues as requested.
• To liaise with relevant internal and external stakeholders to ensure service delivery at all times
• Build and maintain effective communication with all Team Leaders, Area Managers and District Manager.
• To work in a variety of locations including Head Office when required.
• To support the operation as a Team Leader or ASET when recruitment and training needs are reduced.
Key Performance Indicators
• To achieve or exceed the manpower forecast to deliver service.
• To ensure all employees are fully trained to carry out our commercial offer.
Operational Responsibilities
• To be effective in delivering the required level of service
• To ensure that the quality of service is such that clients expectations are constantly exceeded within the recruitment and training process.
• To be an advocate for the organization whilst engaging with customers and in the community
• Be responsible for ensuring that the recruitment and training operations are conducted in line with RGISs guidelines, recruitment legislation, Health and Safety legislation and any other statutory or legal requirements.
Along with the training for the auditors my job includes the training of the supervisors.
• Hourly career path program for new supervisors
• Class session and online certification
• In store training to conduct successful inventories of 2-10+auditor
• Advance training to conduct inventories of 20+ auditors.
• Ensure productivity and customer service by reviewing the productivity reports and customer evaluation report on daily basis.
• Feedback and improvement plans
• Ensure KPIs are met.
My job also includes:
• RTS monthly schedule
• HCP (Hourly Career Path online update)
• Updating the details of new hires on oracle
• Dealing with the pay queries
• ID documentations according to the UKBA requirements for non-EEA
• Monitoring visa expiry reports
• Monitoring the Annual Audit reports
• Review the Real ASET Progression Report.
• Planning for recruitment & training every quarter.
• Meeting with the recruitment agencies.
• Management meetings.
• Review of 48 hours working report.
• Review of students hours report.
• Verification of college letters for students (non-EEA).
I have also worked as Supervisor for RGIS conducting successful inventories of 10-60+ auditors.
This includes:
• Pre inventories visit with the customer.
• Ensuring the standards and procedure to be followed as discussed and agreed by both parties account managers and head ofice.
• Ensure the best customer services.
• Stafing and planning
• Flow plan
• Upload and transmitting the inventory data.
I have successfully conducted the inventories for Sainsburys, Waitrose, Debenhams, HOF, Morrison, Mother care, ELC, Robert Dyas, Body shop, Gap, River Island, New look, Marks & Spencer, Pound land, 99p Store, LOréal, Ted Baker, Apple Retail, Fat Face and many more.
I have worked as Sales Assistant with Alex & Co, Allders. My job includes dealing with the customer demands and complaints, also the customer services. I was responsible for the receiving and sorting of the deliveries and completing the paper work for it. My job duties include completion of paper work for the transactions/ sales at the end of the day.