Customer Experience & Operations Leader

Retail; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free meals for colleagues

Pension – employer contributions

Share scheme

Wellbeing support

Cycle to Work

Employee discounts

Job summary

Sainsbury’s is seeking a Lead Customer Experience Manager to drive exceptional in-store experiences across all touchpoints. You will lead a team of managers, plan for key trading events, and take ownership of store performance in the absence of the store manager.

You’ll coach, develop and empower colleagues to deliver high standards and efficiency, while focusing on inclusive leadership and employee relations.

Qualifications

• Experience leading large teams in fast-paced, customer-focused environments.
• Track record of delivering exceptional customer experiences across complex operations.
• Proven ability to deliver and improve KPIs, including customer satisfaction and staff engagement.
• Experience managing sensitive employee relations and performance issues with fairness and sound judgement.

Responsibilities

• Lead a team of managers to ensure every customer has a great in-store experience from checkout to petrol station.
• Plan for upcoming trading activity and events in collaboration with the store leadership team.
• Own store operations in the absence of a store manager, coaching for high standards and efficiency.
• Oversee operations at checkout areas, self-checkout, petrol stations (if present) and back-of-house services.
• Manage performance, capability, disciplinaries, scheduling and pay across the team.

Skills

Leadership

Customer experience management

KPI analysis

People management

Change leadership

Data-driven

Job description

Sainsbury’s is seeking a Lead Customer Experience Manager to drive exceptional in-store experiences across all touchpoints. You will lead a team of managers, plan for key trading events, and take ownership of store performance in the absence of the store manager.

You’ll coach, develop and empower colleagues to deliver high standards and efficiency, while focusing on inclusive leadership and employee relations.