Store Experience Leader: People-Driven Ops & KPI Wins

Sainsbury's; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension – employer contributions

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Member offers

Job summary

Sainsbury's in the United Kingdom is seeking a Lead Customer Experience Manager to drive exceptional service across store operations and to coach a team of managers. You will shape daily operations, empower leaders, monitor KPI performance and ensure a high-standard customer journey from entry to checkout.

The role demands a track record of managing large teams in fast-paced retail, improving stock availability and customer satisfaction while fostering inclusive leadership and engagement.

Qualifications

• Experience leading large teams in a fast-paced, customer-focused environment.
• Proven ability to drive KPIs for sales, stock, customer satisfaction and engagement.
• Experience managing sensitive people matters with fairness and sound judgement.
• Ability to coach and develop managers, plan for trading activity and cover in absence of senior leadership.

Responsibilities

• Lead a team of managers to ensure a great in-store customer experience from checkout to fueling stations.
• Plan for upcoming trading activity by collaborating with the store leadership team.
• Take full accountability for the store in the absence of a store manager and drive high standards.
• Oversee operations at checkouts, self-scan, petrol stations (if present) and back-of-house services.
• Manage performance, capability, disciplinaries, scheduling and pay accuracy.

Skills

Leadership

Customer experience

Data-driven

People management

Change management

Job description

Sainsbury's in the United Kingdom is seeking a Lead Customer Experience Manager to drive exceptional service across store operations and to coach a team of managers. You will shape daily operations, empower leaders, monitor KPI performance and ensure a high-standard customer journey from entry to checkout.

The role demands a track record of managing large teams in fast-paced retail, improving stock availability and customer satisfaction while fostering inclusive leadership and engagement.