Enis Abdili
Lead Customer Experience Manager @Sainsbury's
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WORK HISTORY
Lead Customer Experience Manager @Sainsbury's
Nine Elms, GB
As Lead Customer Experience Manager, I lead a team of 57 colleagues and managers in a sq. ft. flagship store with a turnover of £1.5 million per week, ensuring every customer enjoys an outstanding experience across all service touchpoints.Key responsibilities: • Leading and developing a team of managers to deliver consistently excellent service across checkout operations (manned and self-scan) and back-of-house services. • Planning and executing key trading activities and events in collaboration with the wider store leadership team. • Taking full accountability for the store in the absence of the Store Manager & Deputy Manager role modelling best practice and coaching for operational efficiency and high standards. • Overseeing people management processes, including performance management, capability development, disciplinaries, scheduling, and payroll accuracy. • Collaborating with fellow Lead Customer Experience Managers across the region to share best practice, align standards, and deliver consistent customer service excellence. • Managing relationships with all store contractors, including cleaning contractors, Vergo pest control, and Arcus FM engineers — covering a wide spectrum of trades such as handymen, plumbers, electricians, builders, and gas engineers.Key achievements: • Transformed the on-demand delivery operation (UberEats, Deliveroo, Just Eat & ChopChop) at Nine Elms. Since joining, weekly performance has grown from an average of 450 orders (£13k) to an average of 1,900 orders (£56K) per week, significantly increasing sales and service reach. • Strengthened colleague engagement and operational performance by embedding a coaching-led leadership style and clear accountability structures.This role combines strategic planning, operational leadership, contractor management, and people development to ensure a seamless customer journey and a high-performing store team.
EDUCATION
University of Greenwich
Bachelor's degree, Business with Finance
ABOUT ENIS ABDILI
With over 10 years of experience in retail, I am passionate about delivering exceptional customer service and driving operational excellence. I have a consistent track record of leading large, diverse teams to achieve KPIs while upholding company values and improving overall efficiency.I combine strong leadership, strategic planning, creativity, and interpersonal skills to build high-performing teams and create a culture of accountability and success. As a quick learner, I proactively develop my knowledge and adapt to new challenges without relying heavily on others.I am highly effective at leading change, confidently implementing new projects and processes while ensuring teams feel engaged, supported, and motivated throughout transitions.I genuinely enjoy the fast-paced and ever-changing nature of retail. My success stems from my passion for the industry and my ability to embrace its challenges - because in retail, no two days are ever the same.
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