Customer Experience Lead: Fast-Paced Ops & Team Builder

Sainsbury’s Group; England; On-site; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Pension matching

Cycle to Work

Gym and retailer offers

Job summary

Sainsbury’s Group is seeking a Customer Experience Manager to oversee a store-wide customer journey from checkout to back-of-house, including petrol stations where applicable. You’ll lead front-line teams, drive performance, and ensure colleagues are supported with clear direction to deliver for customers.

The role emphasises coaching, discipline handling, and hands-on leadership in a high-volume retail environment. An inclusive, customer-first culture is a core focus.

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Someone who is truly obsessed with customers and service, and coaches a team to do the same.
• Delivers KPIs or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and comfortable doing this alone in the absence of more senior management.
• A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.
• Experience leading teams in a dynamic, customer-facing environment - you've inspired others, driven high performance, and created a culture where colleagues thrive.
• Leadership experience in a high-volume, fast-paced operational setting - whether in retail, food service, or hospitality - where you've overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers.
• Proven success in delivering against a wide range of KPIs - from sales and stock availability to customer satisfaction and colleague engagement, you've made a measurable difference.
• Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.

Responsibilities

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
• Managing operations in our petrol station (If your shop has one)
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

Skills

Line management

Customer service

KPI management

Performance coaching

Retail operations

People management

Job description

Sainsbury’s Group is seeking a Customer Experience Manager to oversee a store-wide customer journey from checkout to back-of-house, including petrol stations where applicable. You’ll lead front-line teams, drive performance, and ensure colleagues are supported with clear direction to deliver for customers.

The role emphasises coaching, discipline handling, and hands-on leadership in a high-volume retail environment. An inclusive, customer-first culture is a core focus.