Customer Experience & Operations Manager

Sainsbury’s Group; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & hot drinks

Generous holiday entitlement

Pension matching

Sainsbury's share scheme

Wellbeing support

Cycle to Work

Gym & other offers

Job summary

Sainsbury’s Group is seeking a Customer Experience Manager to lead store-wide customer service across checkout, front of house, and back-of-house operations. You will coach and develop teams, drive performance against KPIs, and ensure consistent customer focus in a dynamic store environment.

Ideal candidates will have strong leadership in high-volume settings, experience handling employee relations, and a passion for delivering exceptional service.

Qualifications

• Track record of delivering exceptional customer experiences, coaching others to raise the bar.
• Experience leading teams in a dynamic, customer-facing environment with high performance.
• Leadership in high-volume, fast-paced operations.
• Proven success delivering against KPIs from sales to customer satisfaction.
• Experience handling complex people matters with fairness and confidence.

Responsibilities

• Take responsibility for the overall customer experience from checkout to back of house.
• Manage front-end checkout operations to meet customer expectations.
• Oversee operations in the petrol station where applicable.
• Lead people, manage performance, and schedule pay.
• May take overall store responsibility, guiding colleagues to serve customers.

Skills

Customer service excellence

People leadership

Performance management

KPIs delivery

Coaching & development

Job description

Sainsbury’s Group is seeking a Customer Experience Manager to lead store-wide customer service across checkout, front of house, and back-of-house operations. You will coach and develop teams, drive performance against KPIs, and ensure consistent customer focus in a dynamic store environment.

Ideal candidates will have strong leadership in high-volume settings, experience handling employee relations, and a passion for delivering exceptional service.