Zulkaif Ali Malik

Lead Customer Experience Manager @Sainsbury's

Bicester, GB

As Senior Customer Experience & Operations Manager, I lead a diverse team of 35 colleagues and 2 Customer Trading Managers, ensuring seamless day-to-day operations while delivering exceptional service standards. My focus is on driving customer satisfaction, operational efficiency, and colleague development, while maintaining compliance with UK retail regulations. Customer Experience & SatisfactionIncreased Customer Satisfaction (CSAT) scores by 27% in just 5 months through proactive service improvements, front-end optimization, and customer-first initiatives.Reduced customer complaints by 19%, streamlining issue-resolution processes with cross-functional teams and third-party vendors. Operational Excellence & ComplianceAchieved 100% compliance with UK’s Safe & Legal Trading standards, passing all audits with zero major findings.Delivered 12% cost savings by improving resource allocation, inventory control, and budget management.Enhanced store maintenance efficiency by cutting contractor response times by 30%, ensuring a safe and pleasant shopping environment. Team Leadership & DevelopmentDesigned and delivered training, workshops, and development plans, boosting retention by 20% and productivity by 15%.Leveraged Kronos workforce management software to optimise scheduling, reducing overtime costs by 18% while maintaining service standards.I’m passionate about customer experience transformation and building high-performing teams that create measurable impact on both customer loyalty and business performance.