Customer Experience Manager

Overview

In this role you ensure a best-in-class customer experience across the store, from checkout to back-of-house, including any petrol station operations. You lead and coach a team to meet service standards, manage performance and discipline, and fill in leadership gaps when needed. You’ll work cross-functionally to deliver KPI targets and ensure smooth daily operations that put customers first. This is a hands-on, store-wide leadership role that shapes how customers experience shopping with us and supports colleagues to perform at their best.

Pay / Benefits

• Discount card 10% off at multiple brands after four weeks
• Annual bonus scheme based on performance
• Free food and hot drinks for colleagues
• Generous holiday entitlement, maternity and paternity leave
• Pension with company match (4-7.5%)
• Sainsbury’s share scheme

Responsibilities

• Oversee overall customer experience across the store and ensure commitments are met
• Manage front-end checkout operations to meet service expectations
• Oversee store operations and petrol station activities where applicable
• Lead people management, including performance coaching, disciplinaries, scheduling, and payroll accuracy
• Provide direction and support to colleagues to deliver for customers, including taking overall responsibility when needed
• Lead operations and drive KPI achievement in a fast-paced, high-volume environment

Key requirements

• Track record of delivering exceptional customer experiences with coaching impact
• Experience leading teams in dynamic, customer-facing settings
• Leadership in a high-volume, fast-paced operational environment (retail, food service, or hospitality)
• Proven success delivering against KPIs across sales, stock, customer satisfaction, and engagement
• Experience managing complex people matters, including performance, absence, and employee relations cases

• Customer obsession
• Coaching and development of others
• High-performance leadership
• KPI tracking and performance measurement
• Employee relations management
• People management in fast-paced operations

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