Store Experience Leader - Customer Service & Ops

Sainsbury's; Bury St Edmunds; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension – matching contributions

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Gym offers and other perks

Job summary

Sainsbury's is seeking an experienced Customer Experience Manager to lead daily store operations and deliver outstanding customer service. You will oversee checkout excellence, front-end operations, and petrol station duties where applicable, while coaching teams to achieve targets and maintain high standards.

The role requires strong leadership in high-volume environments, with a focus on people management, performance, and delivering for customers.

Qualifications

• Proven experience delivering exceptional customer experiences.
• Experience leading teams in fast-paced, customer-facing environments.
• Ability to drive KPI performance and store metrics.
• Experience managing disciplinary matters, performance, and attendance.
• Comfortable taking store-wide responsibility and directing colleagues.

Responsibilities

• Taking responsibility for overall customer experience across the store from checkout to back of house.
• Managing the front-end checkout operation to meet customer expectations.
• Overseeing operations in the petrol station (if present).
• People management including performance, scheduling, and pay.
• Occasionally running the store with clear direction and support for colleagues.

Skills

Line management

Customer service

KPI achievement

People management

Operational leadership

Job description

Sainsbury's is seeking an experienced Customer Experience Manager to lead daily store operations and deliver outstanding customer service. You will oversee checkout excellence, front-end operations, and petrol station duties where applicable, while coaching teams to achieve targets and maintain high standards.

The role requires strong leadership in high-volume environments, with a focus on people management, performance, and delivering for customers.