Customer Experience & Store Operations Leader

Sainsbury’s Group; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Discounts and perks program

Annual bonus scheme

Free hot drinks and meals for staff

Generous holiday entitlement

Pension contribution matching

Share scheme

Wellbeing support

Cycle to Work

Special offers on gym memberships andV

Job summary

Sainsbury's Group is seeking a Customer Experience Manager to lead store operations and departments, ensuring every customer has a seamless shopping experience from entry to exit. You will coach and manage front-line teams, oversee discipline and performance, and maintain high standards across checkout, front-end, and ancillary operations.

Strong leadership is essential to sustain growth and customer satisfaction.

Qualifications

• Proven line management experience in a fast-paced store environment.
• Ability to coach a team to deliver exceptional service.
• Track record of delivering KPI targets and customer satisfaction.
• Experience managing disciplinary matters and performance issues fairly.
• Leadership experience in high-volume operations with staff rostering and accountability.

Responsibilities

• Taking responsibility for the overall customer experience across the store from the checkout to back of house.
• Managing the front-end checkout operation to ensure customers are served in line with expectations.
• Managing operations in the petrol station (if applicable).
• People management including performance, capability, disciplinaries, and scheduling.
• Occasionally taking overall responsibility for running the store and guiding colleagues to deliver for customers.

Skills

People management

Customer service excellence

KPI tracking

Disciplinary handling

Store operations

Team coaching

Leadership

Job description

Sainsbury's Group is seeking a Customer Experience Manager to lead store operations and departments, ensuring every customer has a seamless shopping experience from entry to exit. You will coach and manage front-line teams, oversee discipline and performance, and maintain high standards across checkout, front-end, and ancillary operations.

Strong leadership is essential to sustain growth and customer satisfaction.