Customer Experience Leader: People-first & KPI Driver

Sainsbury’s Group; Maidstone; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Generous holiday entitlement

Pension matching

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Special offers

Job summary

Sainsbury’s Group in Maidstone is seeking a store leader to oversee customer experience from checkout to back of house and to manage front-end operations, including any petrol station duties. You will coach a team, handle disciplinary issues, and ensure payroll accuracy, stepping up to run the store in the absence of senior management.

You will drive KPI performance, lead a high-volume operation, and foster a customer-first culture across all shifts, with a strong emphasis on service excellence.

Qualifications

• Track record of delivering exceptional customer experiences.
• Coaching teams to raise performance and service levels.
• Experience leading teams in a fast-paced, customer-facing environment.
• Ability to manage complex people matters with fairness.

Responsibilities

• Oversee the overall customer experience from checkout to back of house.
• Manage Front End checkout operations and ensure quick service.
• Oversee petrol station operations where applicable.
• Lead, coach and discipline team members; schedule and control pay where needed.
• Step in to run the store with direction and support when senior managers are absent.
• Deliver KPIs across sales, stock, customer satisfaction and engagement.

Skills

Customer service

People management

Leadership

KPI focus

Job description

Sainsbury’s Group in Maidstone is seeking a store leader to oversee customer experience from checkout to back of house and to manage front-end operations, including any petrol station duties. You will coach a team, handle disciplinary issues, and ensure payroll accuracy, stepping up to run the store in the absence of senior management.

You will drive KPI performance, lead a high-volume operation, and foster a customer-first culture across all shifts, with a strong emphasis on service excellence.