Lead Customer Experience Manager

Sainsbury's; Glasgow; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail chain in the United Kingdom is seeking a Lead Customer Experience Manager to ensure exceptional customer satisfaction across all channels. This role involves leading a team of managers, overseeing store operations, and planning key activities while promoting inclusivity. The ideal candidate has experience in a fast-paced environment and a strong focus on improving performance metrics. This position allows for significant autonomy and leadership, particularly during peak trading periods.

Qualifications

• Experience leading large teams in a fast-paced environment.
• Track record of enhancing customer experiences.
• Strong ability in managing sensitive employee matters.

Responsibilities

• Lead a team to ensure excellent customer experiences.
• Manage store operations in absence of senior management.
• Plan for key trading activities with leadership team.

Skills

Leadership

Customer-focused management

Data analysis

Performance improvement

Inclusivity building

Job description

What you’ll be doing:

• Lead a team of managers to make sure every single one of our customers has a great experience in store everywhere from the checkouts to the petrol station.
• Planning for upcoming key trading activity and events by working closely with the rest of the store leadership team.
• Regularly taking full accountability for the store in the absence of a store manager, role modelling and coaching for high standards and efficiency across the store.
• Running operations at our checkout areas both manned and self‑scan, petrol stations (if we have one) and back‑of‑house services.
• People management is also a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.

What makes a great Lead Customer Experience manager:

• A passionate leader who is consistently ambitious for their customers and colleagues, every day, growing their team to do the same.
• Experience of managing managers, in a fast‑paced, customer‑facing environment.
• An operator who is 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, and understanding / interpreting KPI’s or other performance indicators, and has experience of improving these.
• Puts inclusivity at the heart of what they do and uses this to build an inclusive team and working environment.
• Can manage disciplinaries, performance issues or other similar employee relations issues (up to dismissal).

Essential Criteria:

• Experience leading large teams in a fast‑paced, customer‑focused environment — you’ve developed leaders, built high‑performing teams, and created a culture of ownership and accountability.
• A track record of delivering exceptional customer experiences across complex operations, with evidence of delivering these through your team.
• Proven success in delivering and improving KPIs — from sales and stock availability to customer satisfaction and colleague engagement, you’ve driven results that matter.
• Experience managing sensitive and complex people matters, including performance, absence, and formal employee relations cases, with confidence, fairness, and sound judgement.
• Leadership experience in an operational environment — whether in retail, hospitality, or food service — where you’ve owned departmental performance and confidently led the store in the absence of senior leadership.
• Can evidence leading change — whether rolling out new ways of working, embedding new systems, or shifting team mindsets, you’ve brought people with you and made change stick.