Customer Experience Lead — Store Ops & People Coach

Sainsbury’s Group; Lancaster; On-site; GBP 30,000 - 50,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension - contribution match

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Gym/retail discounts

Job summary

Sainsbury’s Group in the United Kingdom is seeking a Customer Experience Manager to oversee the end-to-end store experience, from checkout to back of house, ensuring we deliver on our commitments.

You will manage front-end checkout operations and any petrol station duties, lead a team, and ensure scheduling and payroll accuracy while driving KPI performance and coaching colleagues to deliver outstanding service.

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Obsessed with customers and service, coaching a team to do the same.
• Delivers KPIs or other performance indicators.
• Can manage disciplinaries, performance issues or other employee relations matters.
• Leads operations and can work alone in the absence of senior management.
• Track record of delivering exceptional customer experiences and coaching others.
• Experience leading teams in dynamic, customer-facing environments.
• Leadership experience in high-volume, fast-paced retail or hospitality settings.
• Proven success delivering against KPIs across sales, stock, customer satisfaction, and engagement.
• Experience managing complex people matters with confidence and fairness.

Responsibilities

• Take responsibility for the overall customer experience across the store from checkout to back of house.
• Manage the front-end checkout operation to ensure customers are served promptly.
• Oversee operations in the petrol station when applicable.
• Lead people management, performance, disciplinaries, scheduling and payroll accuracy.
• Assume overall responsibility for running the store when required, providing direction and support to colleagues.

Skills

People management

Customer service

Leadership

KPI tracking

Disciplinary handling

Coaching

Job description

Sainsbury’s Group in the United Kingdom is seeking a Customer Experience Manager to oversee the end-to-end store experience, from checkout to back of house, ensuring we deliver on our commitments.

You will manage front-end checkout operations and any petrol station duties, lead a team, and ensure scheduling and payroll accuracy while driving KPI performance and coaching colleagues to deliver outstanding service.