Store Experience Leader - Elevate Customer Service & Ops

Sainsbury's; Edgware; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension matching

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Gym membership offers

Job summary

Sainsbury's in the United Kingdom is seeking an experienced Customer Experience Manager to lead store operations and deliver exceptional customer service. You will oversee checkout and front-of-house, drive performance, and support the store during peak times.

The role emphasizes hands-on leadership, coaching teams to raise standards, and ensuring daily operations meet customer commitments. A strong focus on KPI delivery and fair people management is essential.

Qualifications

• Proven track record of delivering exceptional customer experiences.
• Experience leading teams in fast-paced, customer-facing settings.
• Strong KPI delivery and performance management.
• Experience handling disciplinary and employee relations matters.
• Ability to drive store operations and provide direction in absence of senior management.

Responsibilities

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments.
• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations.
• Managing operations in our petrol station (If your shop has one)
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

Skills

People leadership

Customer focus

KPI delivery

Disciplinary handling

Operations management

Job description

Sainsbury's in the United Kingdom is seeking an experienced Customer Experience Manager to lead store operations and deliver exceptional customer service. You will oversee checkout and front-of-house, drive performance, and support the store during peak times.

The role emphasizes hands-on leadership, coaching teams to raise standards, and ensuring daily operations meet customer commitments. A strong focus on KPI delivery and fair people management is essential.