Customer Experience & Store Operations Lead

Sainsbury’s Group; Hare Street; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension matching

Sainsbury's share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Gym membership offers

Job summary

Sainsbury’s Group is seeking a Customer Experience Manager to uphold exceptional store-wide service from checkout to back of house, including petrol station operations where applicable. You will lead the front-end team, manage performance, and ensure accurate scheduling and pay while driving customer-focused improvements.

Expect to coach a busy team to deliver high service standards, hit KPIs, and handle employee relations with fairness.

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Obsessed with customers and service, coaching a team to do the same.
• Delivers KPI's or other performance indicators.
• Can manage disciplinaries, performance issues or other employee relations matters.
• Leads operations and is comfortable taking charge in absence of more senior management.

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 service

KPI delivery

People leadership

Disciplinary handling

Job description

Sainsbury’s Group is seeking a Customer Experience Manager to uphold exceptional store-wide service from checkout to back of house, including petrol station operations where applicable. You will lead the front-end team, manage performance, and ensure accurate scheduling and pay while driving customer-focused improvements.

Expect to coach a busy team to deliver high service standards, hit KPIs, and handle employee relations with fairness.