General Merchandise Lead: Customer Experience & Ops

Retail; Northampton; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Holiday entitlement

Pension match

Share scheme

Wellbeing support

Cycle to Work

Gym membership deals

Job summary

Sainsbury's is seeking a General Merchandise Manager in Northampton to lead non-food product presentation and end-to-end store operations. You will coach a team to deliver outstanding customer service, monitor performance against KPIs, and take overall responsibility for running the store when needed.

This role is hands-on, with a focus on delivering a seamless customer experience. As a store leader, you will drive a customer-centric culture, manage disciplinary and performance matters, and work

Qualifications

• Track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.
• Experience leading teams in a dynamic, customer-facing environment - you'll inspire others, driven high performance, and create a culture where colleagues thrive.
• Leadership experience in a high-volume, fast-paced operational setting - retail, food service, or hospitality - delivering for customers.
• Proven success delivering against a wide range of KPIs - sales, stock availability, customer satisfaction, and colleague engagement.
• Experience managing complex people matters, including performance, absence, and formal employee relations cases.

Responsibilities

• Take responsibility for the management of all non-food products and ensure they are presented to delight customers.
• Ensure your area runs smoothly from shop floor to warehouse.
• Manage performance, capability, disciplinaries, scheduling and pay.
• At times you may run the store, providing direction and support to deliver for customers.

Skills

Line management

Customer service

KPI delivery

Disciplinary handling

Operations leadership

Job description

Sainsbury's is seeking a General Merchandise Manager in Northampton to lead non-food product presentation and end-to-end store operations. You will coach a team to deliver outstanding customer service, monitor performance against KPIs, and take overall responsibility for running the store when needed.

This role is hands-on, with a focus on delivering a seamless customer experience. As a store leader, you will drive a customer-centric culture, manage disciplinary and performance matters, and work