Customer Experience Manager

Overview

In this role you will oversee the end-to-end customer experience across the store, from checkout to back-of-house, ensuring commitments are met. You will lead front-facing operations and, where applicable, petrol station activity, while developing a high-performing team. You’ll drive KPI performance, coach colleagues, and handle disciplinary matters to maintain service standards. The position may require stepping up to run the store in the absence of senior management. This is a hands-on leadership role at a customer-centric retailer with strong opportunities to shape daily operations and culture.

Pay / Benefits

• Discount card – 10% discount at associated brands; 15% on Fridays and Saturdays
• Annual bonus scheme
• Free food and hot drinks for colleagues
• Generous holiday entitlement
• Pension – employer contributions matched
• Sainsbury’s share scheme

Responsibilities

• Oversee overall customer experience from checkout to back-of-house and ensure delivery of commitments
• Manage front-end checkout operations to meet service expectations
• Oversee petrol station operations if the shop includes one
• Lead people management, including performance coaching, disciplinary actions, scheduling, and payroll accuracy
• May assume overall responsibility for running the store and directing colleagues to deliver for customers

Key requirements

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

• Customer obsession and service mindset
• Coaching and developing others
• High-performance leadership
• KPI tracking and performance measurement
• People management and disciplinary processes
• Scheduling and payroll accuracy

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