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Lead Customer Experience Manager

Sainsbury's

Highweek

On-site

GBP 80,000 - 100,000

Full time

4 days ago
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Job summary

A leading UK supermarket chain is looking for a Lead Customer Experience Manager to enhance in-store experiences. You will lead a team ensuring high standards, manage store operations, and focus on performance excellence. This role offers competitive pay, benefits including discounts and a pension scheme, and opportunities for career development.

Benefits

10% discount at Sainsbury's and other brands
Annual performance-based bonus
Generous holiday entitlement
Pension scheme with employer match
Wellbeing support services

Qualifications

  • Experience managing teams in a fast-paced, customer-facing environment.
  • Leadership skills, with a focus on team growth and efficiency.
  • Ability to work independently and manage store operations.

Responsibilities

  • Lead a team to ensure excellent in-store customer experiences.
  • Manage operations at checkout areas and petrol stations.
  • Handle people management responsibilities including performance and scheduling.

Skills

Leadership
Performance management
Customer service excellence
Data analysis
Inclusivity

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 collaborating with the store leadership team.
  • Take full accountability for the store in the absence of a manager, role model high standards, and coach for efficiency.
  • Manage operations at checkout areas (manned and self-scan), petrol stations (if available), and back-of-house services.
  • Handle people management responsibilities, including performance management, disciplinary actions, scheduling, and payroll accuracy.

What makes a great Lead Customer Experience Manager:

  • A passionate leader who is ambitious for 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, efficiency, and engagement.
  • Confident in analyzing data and interpreting KPIs to improve performance.
  • Committed to inclusivity, building an inclusive team and environment.
  • Capable of managing disciplinary and employee relations issues, including dismissals.

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; increased discounts on Fridays, Saturdays, and paydays.
  • Annual performance-based bonus scheme.
  • Free food and hot drinks in stores.
  • Generous holiday entitlement, maternity, and paternity leave.
  • Pension scheme with 4-7.5% employer match.
  • Sainsbury’s share scheme for investment at discounted rates.
  • Wellbeing support, including emotional, legal, and financial assistance.
  • Colleague networks for support and development.
  • Cycle to Work scheme for bikes and cycling equipment.
  • Discounted offers on gyms, restaurants, holidays, and retail vouchers.

An inclusive place to work and shop:

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

Reasonable adjustments: If you need support during the application or interview process, please let us know.

Leading in our stores:

Our managers are the driving force behind our business, leading with boldness, passion for service, and opportunity awareness. They empower teams to excel daily, ensuring product availability, safety, and seamless operations, making shopping rewarding for customers and work fulfilling for colleagues. This is how we bring our purpose to life, one action at a time.

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