Retail Store Experience Lead

Sainsbury's Supermarkets Ltd; Horsham; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Job summary

Sainsbury's Supermarkets Ltd in Horsham is seeking a Customer Experience Manager to oversee store operations, customer service, and daily performance. You will lead a team across front-of-house and back-of-house functions, ensuring KPIs are met and customer commitments are delivered.

The role requires strong people leadership, experience managing fast-paced retail environments, and the ability to drive a high‑quality in-store experience for every customer who visits our Horsham location.

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Obsessed with customers and service, and able to coach a team.
• Delivers KPIs or other performance indicators.
• Can manage disciplinaries, performance issues or other employee relations matters.
• Leads operations and can run the store in the absence of senior management.

Responsibilities

• Take overall responsibility for customer experience from checkout to back of house.
• Manage front-end checkout operations to meet customer expectations.
• Oversee petrol station operations where applicable.
• Manage performance, scheduling and pay, and handle disciplinary issues.
• Occasionally assume full store running duties with direction and support to colleagues.

Skills

Line management

Customer service

KPI management

Disciplinary handling

People leadership

Job description

Sainsbury's Supermarkets Ltd in Horsham is seeking a Customer Experience Manager to oversee store operations, customer service, and daily performance. You will lead a team across front-of-house and back-of-house functions, ensuring KPIs are met and customer commitments are delivered.

The role requires strong people leadership, experience managing fast-paced retail environments, and the ability to drive a high‑quality in-store experience for every customer who visits our Horsham location.