Lead Customer Experience Manager

Overview

In this role you lead a team of store managers to ensure an outstanding customer experience across all touchpoints. You’ll plan around key trading activity with the store leadership team and take accountability when the store is without a manager, coaching for high standards and efficiency. You will run daily operations at checkouts (manned and self-scan), petrol stations (if present), and back-of-house services, with a strong focus on people management and fair, accurate scheduling and pay. You’ll work to improve KPIs and foster an inclusive, high-performing culture that puts customers first.

Pay / Benefits

• Discount card – 10% at multiple brands
• Annual bonus based on performance
• Free food and hot drinks for colleagues
• Generous holiday entitlement
• Pension – employer match 4-7.5%
• Sainsbury’s share scheme

Responsibilities

• Lead a team of managers to deliver excellent customer experiences across all store areas
• Plan for upcoming trading activity in collaboration with the store leadership team
• Take accountability in the store in the absence of the store manager and model high standards
• Manage day-to-day operations at checkout areas, self-scan, petrol stations (if any), and back-of-house services
• Oversee people management including performance, disciplinaries, and scheduling/pay accuracy

Key requirements

• Experience leading large teams in fast-paced, customer-focused environments and developing leaders
• Proven track record of delivering exceptional customer experiences across complex operations
• Demonstrated success in delivering and improving KPIs (sales, availability, customer satisfaction, engagement)
• Experience managing sensitive people matters (performance, absence, employee relations) with fairness and sound judgment
• Operational leadership experience in retail, hospitality, or food service
• Ability to lead change and implement new ways of working or systems with stakeholder buy-in

• Ambition for customers and colleagues
• Inclusive leadership
• Data-driven decision making
• Change management and adaptability
• Data interpretation
• KPI analysis and performance tracking

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