Customer Experience Leader | Retail Store Ops

Sainsbury's; Horsham; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Pension contributions match

Share scheme

Wellbeing support

Cycle to Work

Colleague networks

Exclusive offers

Job summary

Sainsbury's is seeking a Customer Experience Manager in Horsham to lead store operations and deliver outstanding service. You will manage front-of-house checkout, back-of-house coordination, and driver performance while coaching teams to meet high standards.

You will play a pivotal role in driving KPIs, maintaining a customer-centric culture, and supporting colleagues to provide a seamless shopping experience.

Qualifications

• Proven track record delivering exceptional customer experiences.
• Experience leading teams in a fast-paced, customer-facing environment.
• Demonstrated ability to meet and report on KPIs across sales, service and stock.
• Experience handling disciplinary and performance matters with fairness.

Responsibilities

• Own the end-to-end customer experience from checkout to back of house.
• Oversee front-end checkout operations to meet customer expectations.
• Manage station operations (e.g., petrol where applicable).
• Lead and develop team performance, scheduling and payroll accuracy.
• Step in to run the store in the absence of senior management.

Skills

Customer focus

People leadership

KPIs performance

Operational excellence

Job description

Sainsbury's is seeking a Customer Experience Manager in Horsham to lead store operations and deliver outstanding service. You will manage front-of-house checkout, back-of-house coordination, and driver performance while coaching teams to meet high standards.

You will play a pivotal role in driving KPIs, maintaining a customer-centric culture, and supporting colleagues to provide a seamless shopping experience.