Store Experience Lead

Sainsbury's; Richmond; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Discount card 10% (Sainsbury’s, Argos,

Discount on Fridays/Saturdays 15%

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension – 4–7.5% matched

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Gym/restaurant/holidays discounts

Job summary

Sainsbury's is seeking a Customer Experience Manager to lead the store's daily operations and deliver exceptional service. You will oversee checkout, back-of-house activities and petrol station operations where applicable, while coaching teams to meet ambitious KPIs and maintain high standards for customers.

In this role, leadership is essential as you mentor colleagues, manage performance and scheduling, and step in to run the store when required, ensuring every customer leaves satisfied.

Qualifications

• Track record of leading teams in fast-paced, customer-facing environments.
• Proven ability to coach others to raise service levels and deliver exceptional experiences.
• Experience driving KPIs such as sales, stock availability, customer satisfaction and colleague engagement.
• Ability to manage disciplinary, performance, absence and employee relations matters.
• Willingness to take ownership and lead operations in the absence of senior management.

Responsibilities

• Take responsibility for overall customer experience across the store from checkout to back of house.
• Manage front-end checkout operations to meet customer expectations.
• Oversee operations in the petrol station (if applicable).
• Lead people management, performance coaching, disciplinary processes and scheduling/pay accuracy.
• Occasionally assume overall store leadership, directing and supporting colleagues to serve customers.

Skills

Leadership

Customer service

KPI tracking

Disciplinaries handling

Independent leadership

Job description

Sainsbury's is seeking a Customer Experience Manager to lead the store's daily operations and deliver exceptional service. You will oversee checkout, back-of-house activities and petrol station operations where applicable, while coaching teams to meet ambitious KPIs and maintain high standards for customers.

In this role, leadership is essential as you mentor colleagues, manage performance and scheduling, and step in to run the store when required, ensuring every customer leaves satisfied.