Store Operations & Customer Experience Leader

Sainsbury’s Group; Royal Tunbridge Wells; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Discount card 10% (Sainsbury's/Argos/H

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension – employer contributions match

Sainsbury's share scheme

Wellbeing support

Cycle to Work

Special offers on gym memberships

Job summary

Sainsbury’s Group is seeking an experienced Customer Experience Manager to oversee the end-to-end store experience, from checkout to back-of-house operations. You will lead front-end and retail staff, driving KPI performance while coaching teams to deliver outstanding customer service.

You will manage performance, disciplinary matters, scheduling, and payroll, with the ability to run the store in the absence of senior management.

Qualifications

• Previous line management experience in fast-paced, operational environments.
• Obsessed with customers and service; coach a team to do the same.
• Tracks record delivering KPIs and performance indicators.
• Capable of handling disciplinaries and employee relations.
• Leads operations and can run the store in the absence of more senior management.
• Experience guiding teams to deliver exceptional customer experiences.
• Experience in high-volume, dynamic retail/hospitality settings.
• Proven success across KPI metrics including sales, stock availability, customer satisfaction.

Responsibilities

• Take responsibility for the overall customer experience across the store, from checkout to back of house.
• Manage the front-end checkout operation to ensure customers are served in line with expectations.
• Operate the petrol station where applicable.
• Manage performance, capability, and scheduling/pay; conduct disciplinaries.
• Occasionally assume overall responsibility for running the store with direction and support for colleagues.

Skills

Line management

Customer service

KPI delivery

People management

Disciplinary handling

Job description

Sainsbury’s Group is seeking an experienced Customer Experience Manager to oversee the end-to-end store experience, from checkout to back-of-house operations. You will lead front-end and retail staff, driving KPI performance while coaching teams to deliver outstanding customer service.

You will manage performance, disciplinary matters, scheduling, and payroll, with the ability to run the store in the absence of senior management.