Customer Experience Manager – Fresh – METRO Pakistan (Pvt) Limited

Location: Thokar Niaz Baig Flyover, Lahore

About METRO Pakistan:

METRO Pakistan launched its first cash & carry wholesale center in 2007 and rapidly expanded to 10 centers across Lahore, Karachi, Multan, Islamabad, and Faisalabad. Following the 2012 merger with Makro-Habib, METRO strengthened its resources, enabling growth and enhanced value for customers and suppliers.

As part of METRO GROUP, a global leader in self-service wholesale with over 750 stores in 25 countries and 107,000+ employees, METRO Pakistan continues to lead the market with a focus on operational excellence, customer satisfaction, and sustainable growth.

Job Overview:

The Customer Experience Manager – Fresh will ensure exceptional customer experience while driving business performance across the store. Reporting to the line manager, this role focuses on productivity, team leadership, sales optimization, and operational excellence.

Key Responsibilities:

• Execute company strategies (DSO, BMPL, Productivity, etc.) and support overall business results.

• Lead and monitor department managers to achieve productivity targets.

• Motivate teams to deliver high levels of customer service and operational standards.

• Oversee recruitment, training, and development for department managers and store staff.

• Monitor sales trends and implement strategies to maximize revenue.

• Develop and improve operational processes for efficiency and productivity.

• Maintain inventory levels with accurate record-keeping.

• Ensure compliance with store policies, QA standards, and legal regulations.

• Maintain professional discipline, including timekeeping and attire.

• Manage health & safety, security, and emergency protocols for staff and customers.

• Conduct competitor promotion checks and provide insights to the Buying Department.

• Address customer complaints to understand expectations and provide solutions.

Qualifications:

• Bachelor’s degree in any relevant field.