Store Experience Leader: Customer & Operations Champion

Sainsbury's; Greater London; Hybrid; GBP 58,000 - 78,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free meals for colleagues

Generous holiday entitlement

Pension matching

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Employee discounts

Job summary

Sainsbury's is seeking a Lead Customer Experience Manager to oversee store operations in the Greater London area. You will lead multiple managers, drive exceptional customer service, and own performance metrics across checkout zones, petrol where available, and back-of-house activities.

You will coach leaders, monitor KPIs, and implement changes to improve efficiency, engagement, and customer satisfaction. This role offers a comprehensive rewards package aligned with experience and store

Qualifications

• Experience leading large teams in a fast-paced environment.
• Proven ability to deliver exceptional customer experiences.
• Proven track record of improving KPIs across complex operations.
• Experience managing sensitive people matters with fairness and judgement.

Responsibilities

• Lead a team of managers to ensure a great customer experience across store operations.
• Plan for upcoming trading activity in collaboration with store leadership.
• Take full accountability for the store in the absence of the store manager.
• Run operations at checkouts, self-check where applicable, and back of house services.
• Manage performance, scheduling, and pay, including disciplinary processes as needed.

Skills

Leadership

People management

KPI focus

Customer experience

Operational leadership

Change management

Job description

Sainsbury's is seeking a Lead Customer Experience Manager to oversee store operations in the Greater London area. You will lead multiple managers, drive exceptional customer service, and own performance metrics across checkout zones, petrol where available, and back-of-house activities.

You will coach leaders, monitor KPIs, and implement changes to improve efficiency, engagement, and customer satisfaction. This role offers a comprehensive rewards package aligned with experience and store