Store Customer Experience Leader

Sainsbury’s; Birmingham; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free meals

Holiday entitlement

Pension match

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Special offers

Job summary

Sainsbury’s in Birmingham’s Northfield Store is seeking a Customer Experience Manager who will own the overall customer journey from checkout to back-of-house and ensure we deliver on our commitments. This role requires hands-on leadership and a focus on service excellence.

You’ll lead front-end operations, manage store colleagues and payroll, and may take overall responsibility for running the store. A proven track record in high-volume retail, KPI delivery, and people management is essential.

Qualifications

• Track record of delivering exceptional customer experiences and coaching others.
• Experience leading teams in dynamic, customer-facing environments.
• Leadership in high-volume, fast-paced operations in retail/food service.
• Proven success delivering against KPIs from sales to customer satisfaction.
• Experience managing complex people matters including performance and formal employee relations.

Responsibilities

• Take responsibility for overall customer experience across store from checkout to back of house.
• Manage front-end checkout operation to meet customer expectations.
• Manage operations in petrol station if present.
• People management: performance, capability, disciplinaries, scheduling and pay.
• May assume overall responsibility for running the store.

Skills

Line management

Customer service leadership

KPI delivery

Disciplinary handling

Operational leadership

Job description

Sainsbury’s in Birmingham’s Northfield Store is seeking a Customer Experience Manager who will own the overall customer journey from checkout to back-of-house and ensure we deliver on our commitments. This role requires hands-on leadership and a focus on service excellence.

You’ll lead front-end operations, manage store colleagues and payroll, and may take overall responsibility for running the store. A proven track record in high-volume retail, KPI delivery, and people management is essential.