Store Experience & Operations Lead

Sainsbury's; Gillingham; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discount card

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension match (4–7.5%)

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on gym memberships, etc

Job summary

Sainsbury's is seeking a Lead Customer Experience Manager to drive exceptional customer service across our stores. You will lead managers, plan for key trading events, and assume store leadership in their absence while promoting high standards and efficient operations.

The role emphasizes managing performance, coaching teams, and delivering KPI improvements. Strong leadership in retail and data-driven decision making are essential, with a focus on inclusive, customer-first service.

Qualifications

• Experience leading large teams in fast-paced, customer-focused environments.
• Proven ability to deliver exceptional customer experiences across complex operations.
• Track record of delivering and improving KPIs across sales, stock availability, customer satisfaction and engagement.
• Experience managing sensitive people matters with fairness and sound judgment.
• Leadership in an operational retail or hospitality context with ownership during absences.
• Evidence of driving change and adopting new ways of working.

Responsibilities

• Lead a team of managers to ensure every customer has a great in-store experience.
• Plan for upcoming trading activity by partnering with the store leadership team.
• Take accountability for the store in the absence of the store manager and coach for high standards.
• Oversee operations at checkouts and petrol stations and back-of-house services.
• Manage performance, scheduling and pay, and handle disciplinary processes when needed.

Skills

Team leadership

Customer experience

KPI management

People management

Operational leadership

Data-driven

Job description

Sainsbury's is seeking a Lead Customer Experience Manager to drive exceptional customer service across our stores. You will lead managers, plan for key trading events, and assume store leadership in their absence while promoting high standards and efficient operations.

The role emphasizes managing performance, coaching teams, and delivering KPI improvements. Strong leadership in retail and data-driven decision making are essential, with a focus on inclusive, customer-first service.