General Merchandise & Customer Experience Lead

Retail; Greater London; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and drinks

Generous holiday entitlement

Pension matching

Sainsbury's share scheme

Wellbeing support

Cycle to Work

Employee discounts

Job summary

Sainsbury's is seeking a General Merchandise Manager to lead non-food product performance and customer experience. You will oversee daily store operations from floor to warehouse, coach teams, and handle scheduling and pay. You may also assume overall store leadership in the absence of senior management.

The role emphasizes delivering high-quality customer service, coaching staff, and achieving KPIs across sales, stock, and colleague engagement in a fast-paced retail environment.

Qualifications

• Track record of delivering exceptional customer experiences and 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 in retail, food service, or hospitality.
• Proof of delivering against KPIs including sales, stock, customer satisfaction, and engagement.
• Experience managing complex people matters including performance and absence.

Responsibilities

• Take responsibility for the management of all non-food products and present them to delight customers.
• Ensure area runs smoothly from shop floor to warehouse on a daily basis.
• Manage performance, capability, disciplinaries, scheduling and pay for colleagues.
• Occasionally run the store, directing and supporting colleagues to deliver for customers.

Skills

Customer service leadership

People management

KPI delivery

Disciplinary handling

Operational leadership

Job description

Sainsbury's is seeking a General Merchandise Manager to lead non-food product performance and customer experience. You will oversee daily store operations from floor to warehouse, coach teams, and handle scheduling and pay. You may also assume overall store leadership in the absence of senior management.

The role emphasizes delivering high-quality customer service, coaching staff, and achieving KPIs across sales, stock, and colleague engagement in a fast-paced retail environment.