Store Operations & Customer Experience Lead

Retail; United Kingdom; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discount card – 10% at partner stores

Annual bonus scheme

Free food and hot drinks for staff

Generous holiday entitlement

Pension matching

Sainsbury’s share scheme

Wellbeing support

Cycle to Work scheme

Staff discount

Job summary

Retail is seeking a Customer & Trading Manager to lead daily store operations and coach a small team to deliver excellent service. You’ll be the primary on-site manager, ensuring performance, scheduling, and payroll accuracy while driving KPI targets and customer satisfaction.

You’ll oversee disciplinary matters, develop colleagues, and support across store networks when needed, contributing to a smooth, customer-focused shopping experience.

Qualifications

• A track record of delivering brilliant customer service and coaching colleagues to do the same.
• Experience of leading a team in a fast-paced, customer-facing environment — you’ve motivated others, driven performance, and kept operations running smoothly.
• Operational leadership skills — you’ve taken responsibility for store operations in the absence of more senior managers.
• Demonstrated success in meeting or exceeding KPIs — whether it’s sales, availability, customer satisfaction or colleague engagement, you’ve made a measurable impact.
• Has managed employee relations issues, including performance and absence management.

Responsibilities

• What you’ll be doing: Working closely with a small team of managers to make sure the store runs like clockwork every day.
• Taking responsibility for the day to running of the store, often being the only manager in with accountability for the full shop.
• Work alongside a team to complete all tasks, ensuring our customers are served efficiently and safely.
• People management is also big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
• Where we have close knit networks of stores and it may mean that you need to help another store now and then.

Skills

Line management

Customer service

KPI achievement

Disciplinaries

Operations leadership

Job description

Retail is seeking a Customer & Trading Manager to lead daily store operations and coach a small team to deliver excellent service. You’ll be the primary on-site manager, ensuring performance, scheduling, and payroll accuracy while driving KPI targets and customer satisfaction.

You’ll oversee disciplinary matters, develop colleagues, and support across store networks when needed, contributing to a smooth, customer-focused shopping experience.