Customer Experience Leader — Store Operations & Team Coach

Sainsbury's; Loughton; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discount card – 10% discount off on my

Annual bonus scheme

Free food and hot drinks provided

Generous holiday entitlement

Pension – employer contributions match

Sainsbury’s share scheme

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships

Job summary

Sainsbury's in the United Kingdom is seeking a capable Customer Experience Manager to lead store operations, from checkout to back of house, ensuring exceptional service and delivery against commitments. You’ll oversee front-end performance, petrol station operations where relevant, and motivate a team to put customers first.

You will coach colleagues, manage performance and scheduling, and drive KPIs across sales, availability and customer satisfaction.

Qualifications

• Track record of delivering exceptional customer experiences and coaching others.
• Experience leading teams in dynamic, customer-facing environments.
• Leadership in high-volume, fast-paced operations in retail or hospitality.
• Proven success delivering KPIs across sales, stock, and customer satisfaction.
• Experience handling complex people matters with 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 obsession

KPI delivery

Disciplinary handling

Operations leadership

Job description

Sainsbury's in the United Kingdom is seeking a capable Customer Experience Manager to lead store operations, from checkout to back of house, ensuring exceptional service and delivery against commitments. You’ll oversee front-end performance, petrol station operations where relevant, and motivate a team to put customers first.

You will coach colleagues, manage performance and scheduling, and drive KPIs across sales, availability and customer satisfaction.