Lead Customer Experience Manager

Sainsbury’s Group; Chichester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading UK retailer is seeking a Store Manager to oversee operations and ensure exceptional customer experiences. The role requires a proven track record in managing teams and delivering performance in a fast-paced retail environment. The successful candidate will be responsible for accountability in the store, staff performance, and fostering an inclusive culture. Competitive benefits include employee discounts, performance bonuses, and a supportive work environment.

Benefits

10% discount card after 4 weeks

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension contribution match

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships

Qualifications

• Experience in managing teams in a fast-paced retail environment.
• Ability to drive performance through coaching and leadership.
• Strong communication and interpersonal skills.

Responsibilities

• Lead a team to ensure great customer experiences in store.
• Accountability for store operations in the absence of a store manager.
• Manage people-related issues including performance and capability.

Skills

Leadership in retail

Customer service

Data interpretation

Managing performance

Job description

Responsibilities

• Lead a team of managers to ensure every customer has a great experience in store, from checkouts to the petrol station.
• Plan for upcoming key trading activity and events by working closely with the store leadership team.
• Take full accountability for the store in the absence of a store manager, role modelling and coaching for high standards and efficiency across the store.
• Run operations at checkout areas (manned and self-checkout), petrol stations (where applicable), and back-of-house services.
• Lead people management, including performance and capability, disciplinary actions, and ensuring scheduling and pay are accurate.
• Demonstrate a passionate, ambitious leadership approach for customers and colleagues, growing the team to do the same.
• Experience of managing managers in a fast-paced, customer-facing environment.
• Comfortable managing alone in the absence of more senior management.
• Driven to deliver high performance with a focus on efficiency and engagement.
• Confident in the use of data, able to interpret KPIs and other performance indicators, and experienced in improving them.
• Prioritise inclusivity to build an inclusive team and working environment.
• Can manage disciplinaries, performance issues or other employee relations matters (up to dismissal); experience leading large teams in fast-paced, customer-focused environments with developed leaders and a culture of ownership and accountability.
• Track record of delivering exceptional customer experiences across complex operations.
• Proven success in delivering and improving KPIs across sales, stock availability, customer satisfaction, and colleague engagement.
• Experience managing sensitive and complex people matters with fairness and sound judgment.
• Leadership experience in an operational environment (retail, hospitality, or food service) where you own departmental performance and lead the store in the absence of senior leadership.
• Evidence of leading change, including rolling out new ways of working, embedding new systems, or shifting team mindsets.

Benefits

• Salary will be dependent on experience, store size, complexity and location. A great range of benefits for managers includes:
• Discount card – 10% discount on shopping at Sainsbury's, Argos, Tu and Habitat after four weeks. Increases to 15% discount at Sainsbury's every Friday and Saturday and 15% at Argos every pay day.
• An annual bonus scheme based on performance.
• Free food and hot drinks provided for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – 4-7.5% employer contribution match.
• Sainsbury's share scheme – invest at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – connect with peers to support development.
• Cycle to Work scheme – hire a bike and cycling equipment with tax and NI savings.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

Inclusive culture

We are dedicated to being an inclusive retailer where every colleague can achieve their full potential and every customer feels welcome. Our commitment includes enhanced discretionary leave for families and carer support, internal colleague networks to promote true representation, and development opportunities such as mentorship, training, and career progression pathways. We celebrate diversity through various initiatives and events. If you would like to learn more about our inclusivity, please visit our page.