Data and insights key as UK grocery giant Sainsbury's preps dedicated Customer Journey Management team
Sainsbury’s is in the process of setting up a dedicated Customer Journey Management team.
In a LinkedIn post, in which she flagged up a job opening, Sarah Woodbridge, Director Customer Journey Management, said: “If you are passionate about building customer centricity, driving brilliant E2E experience and business performance please get in touch.”
The job spec states that the successful candidate will “play an important role in enhancing our overall customer experience by strategically managing and optimising the end-to-end customer journey; shaping how customers perceive and interact with Sainsbury’s brands and channels.”
It adds: “Working in partnership with teams in the wider business, you will take the customer journey maps you own, using data and insights to proactively spot pain points and identify improvement solutions.”
“You will collaborate across diverse teams within Sainsbury’s and Argos, working cross-functionally to ensure that the organisation aligns to create a seamless customer journey across all our online and physical channels.”
“As you work closely with business experts, you’ll deepen the organisation’s understanding of customer journey management, highlighting its value to drive alignment and foster a customer centric culture.”
Major potential
Sainsbury’s has more potential for growth and market share gains than any other grocer in the UK.
At present, however, there is too much focus on reducing costs and not enough focus on innovation.
That’s the view of Brittain Ladd, a supply chain consultant and former Amazon executive.
In a LinkedIn post, he said: “Although the size of the United States grocery market is around $850 billion annually, I believe the most fiercely competitive grocery market is that of Great Britain, with a market size of $295 billion.”
The market is dominated by four British retailers with a long history of operating in the country: Tesco, Sainsbury’s, Morrisons, and Asda.
Ladd commented: “I’m often asked which of the grocery retailers in the UK do I admire the most and who do I believe has the most potential.”
“In my opinion, Sainsbury’s has more potential for growth and market share gains than any other grocer in the UK. I’ve also stated several times that if Amazon wants to acquire a grocery retailer in the UK, they should acquire Sainsbury’s.”
“Sainsbury’s has reached an inflection point within the company. CEO Simon Roberts, someone I consider to be one of the best CEOs globally in the grocery industry, has outlined a transformation strategy that will increase market share and revenue, and also remove costs.”
“I’ve read the plan and I’ve spoken with current and former Sainsbury’s executives in off the record discussions. I believe the plan is sound. However, I do have several concerns.”
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