Store Experience Lead – Service Excellence & People

Sainsbury’s Group; Chelmsford; On-site; GBP 32,000 - 47,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Pension match

Wellbeing support

Job summary

Sainsbury’s Group is seeking a Customer Experience Manager to lead the store’s customer journey from checkout to back-of-house. You will oversee the front-end operation and, when needed, petrol station activities, while ensuring colleagues are guided to meet customer commitments.

You will coach and develop a high-performing team, manage disciplinary matters, and drive performance across key KPIs to deliver exceptional shopping experiences in a fast-paced retail environment.

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Excellent customer service focus with a passion to coach others to raise standards.
• Proven ability to deliver against KPIs and manage performance.
• Experience leading teams in dynamic, customer-facing settings.

Responsibilities

• Taking responsibility for the overall customer experience across the store from checkout to back of house.
• Managing the front-end checkout operation to ensure customers are served to expectations.
• Overseeing operations in our petrol station where applicable.
• People management including performance, capability, disciplinaries, scheduling and pay.
• Occasionally running the store and providing direction and support to colleagues to deliver for customers.

Skills

Line management

Customer service

KPI delivery

Leadership

Operational leadership

Job description

Sainsbury’s Group is seeking a Customer Experience Manager to lead the store’s customer journey from checkout to back-of-house. You will oversee the front-end operation and, when needed, petrol station activities, while ensuring colleagues are guided to meet customer commitments.

You will coach and develop a high-performing team, manage disciplinary matters, and drive performance across key KPIs to deliver exceptional shopping experiences in a fast-paced retail environment.