Store Experience Leader - Customer Service & Ops

Sainsbury's; Ashford; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Discount card – 10% off shopping after

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension – employer match

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Special offers on gym memberships andV

Job summary

Sainsbury's in the United Kingdom is seeking a Customer Experience Manager to lead store operations from checkout to back of house, ensuring outstanding service, and driving KPI performance. You will coach teams, manage performance and disciplinaries, and ensure scheduling and pay are accurate, even in the absence of senior management.

You will direct front-end operations, oversee store workflows (and petrol station where applicable), and foster a high‑performing, inclusive culture that puts

Qualifications

• Proven track record delivering outstanding customer experiences.
• Experience leading teams in fast-paced, customer-facing environments.
• Strong ability to deliver multiple KPIs including sales, stock, and customer satisfaction.
• Experience managing performance, absences and formal employee relations fairly.

Responsibilities

• Oversee the entire customer experience across the store.
• Manage front-end checkout operations and service standards.
• Oversee store operations, including petrol station if applicable.
• Coach, appraise and schedule colleagues; handle disciplinary processes.
• Provide direction and support to teams when senior management is absent.

Skills

Customer experience

People management

KPI delivery

Disciplinary handling

Operations leadership

Job description

Sainsbury's in the United Kingdom is seeking a Customer Experience Manager to lead store operations from checkout to back of house, ensuring outstanding service, and driving KPI performance. You will coach teams, manage performance and disciplinaries, and ensure scheduling and pay are accurate, even in the absence of senior management.

You will direct front-end operations, oversee store workflows (and petrol station where applicable), and foster a high‑performing, inclusive culture that puts