Lead Customer Experience Manager

Sainsbury's; Blackpool; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK retailer is seeking a Lead Customer Experience Manager to oversee the in-store customer experience. This role involves managing a team, planning key trading activities, and ensuring operational efficiency. Candidates should possess strong leadership skills and a background in fast-paced environments focused on customer service. Benefits include performance bonuses, discounts, and extensive employee support programs.

Benefits

10% discount after four weeks

Annual performance-based bonus

Free food and drinks in-store

Generous holiday and leave policies

Matching pension contributions

Wellbeing support programs

Qualifications

• Experience managing managers in a fast-paced, customer-facing environment.
• Focused on delivering high performance through efficiency and engagement.
• Capable of managing disciplinary and performance issues up to dismissal.

Responsibilities

• Lead a team to ensure customers have a great experience in-store.
• Plan for upcoming key trading activities and events.
• Manage operations at checkout areas and back-of-house services.

Skills

Leadership

Data analysis

Customer service

Team management

Job description

What you’ll be doing:

• Lead a team of managers to ensure every customer has a great experience in-store, from checkouts to petrol stations.
• Plan for upcoming key trading activities and events by working closely with the store leadership team.
• Take full accountability for the store in the absence of a store manager, role model high standards, and coach for efficiency across the store.
• Manage operations at checkout areas, including manned and self-scan, petrol stations (if available), and back-of-house services.
• Manage people, including performance, capability, disciplinary actions, scheduling, and payroll accuracy.

What makes a great Lead Customer Experience Manager:

• A passionate leader ambitious for their customers and colleagues, fostering growth within their team.
• Experience managing managers in a fast-paced, customer-facing environment.
• Comfortable managing independently in the absence of senior management.
• Focused on delivering high performance through efficiency and engagement.
• Confident in data analysis and interpreting KPIs to improve performance.
• Committed to inclusivity, building diverse and welcoming teams.
• Capable of managing disciplinary, performance, and employee relations issues up to dismissal.

Working for us has great rewards

Salary depends on experience, store size, complexity, and location. Benefits include:

• 10% discount at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% on Fridays and Saturdays at Sainsbury’s, and at Argos on paydays.
• Annual performance-based bonus scheme.
• Free food and drinks in-store.
• Generous holiday, maternity, and paternity leave.
• Matching pension contributions of 4-7.5%.
• Sainsbury’s share scheme at discounted rates.
• Wellbeing support, including counseling and legal advice.
• Colleague networks and development opportunities.
• Cycle to Work scheme.
• Special offers on gym memberships, holidays, retail vouchers, and more.

An inclusive place to work and shop:

We are committed to inclusivity, supporting colleagues with family leave, carers' support, mentorship, training, and career progression. We celebrate diversity through initiatives and events. Learn more here.

Support during application or interview: We are happy to provide reasonable adjustments upon request.

Leading in our stores:

Our management teams are the driving force behind our business, leading with boldness, passion for service, and opportunity awareness. They empower teams to improve daily operations, safety, and product availability, creating rewarding work environments and exceptional customer experiences. This is how we bring our purpose to life, one action at a time.