Store Experience & Operations Leader

Retail; Dartford; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Discount card

Annual bonus scheme

Free food and hot drinks for staff

Generous holiday entitlement

Pension - employer contributions

Cycle to Work scheme

Job summary

Sainsbury's is seeking a Customer Experience Manager to own the end-to-end in-store customer journey and to lead a dynamic team in a fast-paced retail environment.

The role focuses on delivering outstanding service at the checkout and front of house, while ensuring smooth day-to-day store operations, including any petrol station activities. You will coach teams, drive KPIs and foster a culture of customer excellence.

Qualifications

• Track record delivering exceptional customer experiences with coaching others.
• Experience leading teams in a dynamic, customer-facing environment with high performance.
• Leadership in high-volume, fast-paced operations across store activities.
• Proven success delivering against KPIs including customer satisfaction and engagement.
• Experience handling disciplinary, attendance and employee relations matters.

Responsibilities

• Take responsibility for the overall customer experience across the store.
• Manage the front-end checkout operation and ensure service standards.
• Oversee petrol station operations where applicable.
• Lead people management, performance, disciplinaries, and scheduling.
• Provide direction and support to colleagues to deliver for customers.

Skills

People management

Leadership

Customer service

Performance management

KPI delivery

Job description

Sainsbury's is seeking a Customer Experience Manager to own the end-to-end in-store customer journey and to lead a dynamic team in a fast-paced retail environment.

The role focuses on delivering outstanding service at the checkout and front of house, while ensuring smooth day-to-day store operations, including any petrol station activities. You will coach teams, drive KPIs and foster a culture of customer excellence.