Lead Customer Experience Manager

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

Job summary

A leading retail company seeks an experienced manager to lead operations, ensuring outstanding customer experiences throughout the store. You will be responsible for managing your team and driving performance metrics. Ideal candidates will have proven leadership experience in fast-paced environments, a focus on inclusivity, and the ability to deliver impactful results through their teams. Successful performance will be recognized with a competitive salary and extensive benefits, including discounts, bonus schemes, and wellbeing support.

Benefits

10-15% shopping discount

Annual bonus scheme

Free meals for staff

Generous holiday entitlement

Pension matching

Share scheme options

Wellbeing support

Development opportunities

Cycle to Work scheme

Special offers on memberships and vouchers

Qualifications

• Experience managing a team in a fast-paced retail environment.
• Proven track record of improving customer satisfaction.
• Ability to manage complex employee relations with fairness.

Responsibilities

• Lead and monitor store operations for customer satisfaction.
• Manage staffing and performance during store manager absence.
• Drive metrics such as sales and stock availability.

Skills

Leadership in retail environment

Customer service focus

Performance management

Data analysis and KPI interpretation

Inclusivity in team building

Change management

Job description

Responsibilities and Qualifications

• 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 big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.

  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)., 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.

Salary and Benefits

Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:

• Discount card – 10% discount off on your shopping at Sainsbury's, Argos, Tu and Habitat after four weeks. This increases to 15% discount off at Sainsbury's every Friday and Saturday and 15% off at Argos every pay day.
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks provided for Colleagues in all our stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we'll match 4-7.5% of your pension contributions.
• Sainsbury's share scheme – build up an investment at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – link with like‑minded people to help fulfil your potential.
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

Diversity and Inclusion

An inclusive place to work and shop: We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us. To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here .