Store Experience Leader: Instant Service, Team Performance

Sainsbury’s Group; Canterbury; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension match

Share scheme

Wellbeing support

Cycle to Work

Gym membership offers

Job summary

Sainsbury’s Group is looking for a Customer Experience Manager to lead frontline and back-of-house operations with a strong focus on customer service excellence. You will manage checkout operations, team performance, and scheduling across the store, potentially including petrol station duties, ensuring customers are served to high standards.

You will drive KPIs, coach staff, and maintain a positive, inclusive store culture.

Qualifications

• Experience leading teams in a fast-paced retail environment.
• Proven ability to coach staff to deliver excellent customer service.
• Strong track record of meeting and exceeding KPIs such as sales, stock availability and customer satisfaction.

Responsibilities

• Oversee overall customer experience from checkout to back of house.
• Manage front-end checkout operations and ensure high service standards.
• Oversee store operations including petrol station where applicable.
• Handle people management: performance, discipline, scheduling and pay accuracy.
• Occasionally assume full store responsibility and direct colleagues to meet customer needs.

Skills

Line management

Customer service

KPI delivery

Team leadership

Operations management

Tools

POS system

Retail software

Job description

Sainsbury’s Group is looking for a Customer Experience Manager to lead frontline and back-of-house operations with a strong focus on customer service excellence. You will manage checkout operations, team performance, and scheduling across the store, potentially including petrol station duties, ensuring customers are served to high standards.

You will drive KPIs, coach staff, and maintain a positive, inclusive store culture.