Store Experience Leader: Elevate Service & Results

Sainsbury's; Sutton; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Discount card

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension—company match

Job summary

Sainsbury's is seeking a Lead Customer Experience Manager in Sutton to oversee in-store operations and drive exceptional customer service. You will lead multiple managers, coach teams, and ensure smooth daily store performance across checkouts, petrol stations, and back-of-house areas.

The role focuses on delivering outstanding customer experiences, achieving KPIs, and managing people with fairness. You will champion inclusive leadership and drive change for improved store performance.

Qualifications

• Experience leading large teams in a fast-paced, customer-focused environment.
• Proven track record of delivering exceptional customer experiences through your team.
• Experience delivering and improving KPIs such as sales, stock availability and customer satisfaction.
• Capable of handling sensitive people matters with fairness and sound judgement.
• Operational leadership experience in retail, hospitality or food service.

Responsibilities

• Lead a team of managers to ensure great customer experiences from checkouts to petrol stations.
• Plan for upcoming trading activity by coordinating with the store leadership team.
• Take full accountability for the store when the store manager is absent and coach others.
• Run operations at checkouts (manned and self-checkout), petrol stations, and back of house.
• Manage performance, scheduling, and payroll, including disciplinaries where needed.

Skills

Leadership

Customer service leadership

KPI interpretation

People management

Data-driven decisions

Job description

Sainsbury's is seeking a Lead Customer Experience Manager in Sutton to oversee in-store operations and drive exceptional customer service. You will lead multiple managers, coach teams, and ensure smooth daily store performance across checkouts, petrol stations, and back-of-house areas.

The role focuses on delivering outstanding customer experiences, achieving KPIs, and managing people with fairness. You will champion inclusive leadership and drive change for improved store performance.