Store Experience Leader - Customer Service & Ops Manager

Sainsbury’s Group; Kingston upon Hull; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Pension match

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Member offers

Job summary

Sainsbury’s Group is seeking a Customer Experience Manager to lead store operations and oversee frontline checkout, back-of-house experience, and petrol station duties where applicable. The role emphasizes coaching, performance management, and delivering exceptional customer service in a high-volume environment.

The ideal candidate will have proven line-management experience, strong KPI delivery, and the ability to motivate teams to maintain high customer standards across all store areas.

Qualifications

• Experience leading teams in a fast-paced, customer-facing environment.
• Proven ability to coach others to deliver exceptional service and meet KPIs.
• Experience managing performance, absence, and employee relations in a retail setting.

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 as expected
• Overseeing operations in the petrol station (if applicable)
• People management including performance, capability, disciplinaries and scheduling/pay accuracy
• May assume overall responsibility for running the store and directing colleagues to deliver for the customer

Skills

Leadership

Customer service

KPI management

People management

Disciplinary handling

Operational management

Team coaching

Job description

Sainsbury’s Group is seeking a Customer Experience Manager to lead store operations and oversee frontline checkout, back-of-house experience, and petrol station duties where applicable. The role emphasizes coaching, performance management, and delivering exceptional customer service in a high-volume environment.

The ideal candidate will have proven line-management experience, strong KPI delivery, and the ability to motivate teams to maintain high customer standards across all store areas.