Customer Experience Leader – Retail Ops

Sainsbury's; Huntingdon; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension matched contributions

Share schemes

Wellbeing support

Colleague networks

Cycle to Work

Special offers

Job summary

Sainsbury's in England is seeking an experienced Customer Experience Manager to lead store operations and drive an outstanding shopper journey from checkout to back of house.

You will coach a high-performing team, oversee front-end and store operations, and ensure we meet our customer commitments while delivering KPI targets and maintaining a safe, welcoming store environment. Experience in fast-paced retail is essential.

Qualifications

• A track record of delivering exceptional customer experiences and coaching others to raise standards.
• Experience leading teams in fast-paced, customer-facing environments.
• Proven ability to meet and drive KPI targets across several metrics.
• Experience handling disciplinary matters, performance, and absence management with fairness.
• Ability to lead store operations and navigate single or multiple outlets independently.

Responsibilities

• Taking responsibility for the overall customer experience across the store from checkout to back of house, delivering on customer commitments.
• Managing the front-end checkout operation to ensure customers are served to expectations.
• Overseeing store operations at petrol stations where applicable.
• People management, including performance reviews, scheduling, and pay accuracy.
• Occasionally assuming responsibility for running the store and guiding colleagues to deliver for customers.

Skills

Line management

Customer service

KPI achievement

Performance management

Store operations leadership

Job description

Sainsbury's in England is seeking an experienced Customer Experience Manager to lead store operations and drive an outstanding shopper journey from checkout to back of house.

You will coach a high-performing team, oversee front-end and store operations, and ensure we meet our customer commitments while delivering KPI targets and maintaining a safe, welcoming store environment. Experience in fast-paced retail is essential.