Overview
In this role you will own the end-to-endcustomer experience across the store, from checkout to back‑of‑house, ensuring we meet our service commitments. You will lead front‑of‑store operations and, where applicable, petrol station activities, while coaching a team to deliver consistently excellent service. You’ll drive performance against KPIs, handle people matters fairly, and set direction for the store in the absence of senior management. This is a hands‑on, impact‑driven leadership role at a high‑volume retailer with a clear focus on customer satisfaction and operational excellence.
Pay / Benefits
- 10% discount on shopping after four weeks
- Friday–Saturday 15% discount
- annual bonus scheme
- free food and hot drinks for colleagues
- pension with employer matching
- Cycle to Work scheme
Responsibilities
- Oversee overall customer experience across the store, including front‑of‑house and back‑of‑house operations
- Manage front‑end checkout operations to meet customer expectations
- Oversee petrol station operations where applicable
- Lead people management including performance, disciplinaries, scheduling, and pay accuracy
- Step in to run the store when needed, providing direction and support to colleagues
- Coach and develop team to consistently improve customer service and KPIs
- Ensure daily operations align with delivering for customers
Key requirements
- Proven line management experience in a fast‑paced, customer‑facing environment
- Track record of delivering exceptional customer experiences and coaching others
- Leadership in high‑volume operations across retail, food service, or hospitality
- Demonstrated success in achieving KPIs across sales, stock availability, customer satisfaction, and engagement
- Experience handling disciplinary and employee relations matters with fairness
- Ability to lead operations independently in the absence of senior management
- Customer focus
- Coaching and development
- Leadership under pressure
- KPI delivery and performance management
- People management and scheduling
- Operational leadership in retail/hospitality environments
Customer Experience Manager in Milton Keynes employer: Sainsbury's Bank
As a Programme Manager at our company, you'll be part of a dynamic and inclusive team dedicated to driving large-scale transformation initiatives within the logistics sector. We pride ourselves on fostering a supportive work culture that prioritises employee development, offers flexible working arrangements, and provides an extensive range of benefits including generous discounts, performance-related bonuses, and comprehensive healthcare options. Join us to not only advance your career but also contribute to meaningful projects that impact millions of customers every day.
