Lead Customer Experience Manager

Sainsbury’s Group; Kendal; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading retail company is seeking a Lead Customer Experience Manager to guide their team and enhance customer satisfaction. In this role, you'll oversee daily store operations, mentor managers, and drive efficiency. Candidates should have proven leadership abilities in customer-focused environments and be adept at interpreting performance data. The position offers competitive benefits, including discounts and a performance-based bonus.

Benefits

Discount card for Sainsbury's and Argos

Annual bonus scheme

Free food and drinks for colleagues

Generous holiday entitlement

Pension matching contributions

Wellbeing support

Qualifications

• Proven experience in a leadership role in a fast-paced environment.
• Ability to manage operational performance and employee relations.
• Track record of achieving KPIs in customer satisfaction and colleague engagement.

Responsibilities

• Lead and manage the store team to ensure a great customer experience.
• Plan events in collaboration with store leadership.
• Accountability for store operations in the absence of senior management.

Skills

Leadership

People management

Data interpretation

Performance improvement

Inclusivity

Change management

Job description

Responsibilities

• 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 activity and events by working closely with the store leadership team.
• Regularly take full accountability for the store in the absence of a store manager, role model high standards, and coach for efficiency across the store.
• Run operations at checkout areas (manned and self-checkout), petrol stations (if applicable), and back-of-house services.
• Manage people, including performance and capability, conduct disciplinaries, and ensure scheduling and pay accuracy.

What makes a great Lead Customer Experience Manager

• A passionate leader who is consistently ambitious for customers and colleagues, growing their team to do the same.
• Experience of managing managers in a fast-paced, customer-facing environment.
• An operator comfortable managing alone in the absence of more senior management.
• Driven to deliver high performance with a focus on efficiency and engagement.
• Confident in using data and interpreting KPIs or other performance indicators, with a track record of improving them.
• Inclusive leadership that builds an inclusive team and working environment.
• Ability to manage disciplinaries, performance issues, or other employee relations matters (up to dismissal).
• Experience leading large teams in a fast-paced, customer-focused environment with a track record of developing leaders and fostering ownership and accountability.
• Proven success in delivering and improving KPIs across sales, stock availability, customer satisfaction, and colleague engagement.
• Experience managing sensitive and complex people matters (performance, absence, and formal employee relations cases) with fairness and sound judgment.
• Leadership experience in an operational environment (retail, hospitality, or food service) with ownership of departmental performance and the ability to lead the store in the absence of senior leadership.
• Evidence of leading change—rolling out new ways of working, embedding new systems, or shifting team mindsets—and bringing people with you to make changes stick.

Benefits and Rewards

• Discount card: 10% off at Sainsbury's, Argos, Tu, and Habitat after four weeks; 15% off at Sainsbury's every Friday and Saturday; 15% off at Argos every pay day.
• Annual bonus scheme based on performance.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension: company contribution matching 4-7.5% of pension contributions.
• Sainsbury's share scheme with discounted purchase opportunities.
• Wellbeing support, including emotional support, counselling, legal and financial advice.
• Colleague networks to support development and fulfil potential.
• Cycle to Work scheme to hire a bike and equipment, with tax and NI savings.
• Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.

Inclusive Workplace

We are dedicated to being a truly inclusive retailer where every colleague can achieve their full potential and every customer feels welcome. We offer development opportunities and celebrate diversity through initiatives and events. If you require reasonable adjustments during the application or interview process, please let us know, and we will endeavour to support you.