Lead Customer Experience Manager

TN United Kingdom; Leigh; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading company as a Lead Customer Experience Manager, where you'll enhance customer interactions and develop your leadership skills. This role offers the opportunity to lead a team in a dynamic retail environment, ensuring exceptional service and operational excellence. With a focus on personal development, you can progress to higher management roles within the organization.

Benefits

10% discount at Sainsbury’s, Argos, Tu, and Habitat

Free food and hot drinks for colleagues

Generous holiday entitlement

Pension scheme with company matching

Wellbeing support

Cycle to Work scheme

Qualifications

• Experience in a customer-focused leadership role.
• Motivation to develop and support team members.
• Ability to make quick decisions and lead a team.

Responsibilities

• Lead and inspire a management team to enhance customer experience.
• Coach and motivate managers to build a productive team.
• Set direction for the area and support team in delivering service.

Skills

Leadership

Customer Service

Communication

Job description

Our Lead Customer Experience Manager role is a brilliant step if you’re ready to stretch your leadership skills to fully lead and inspire a management team and department. You will have clear accountability, realistic expectations, and structured support. It’s a win:win – we give you the time and space to coach your team and strengthen your leadership skills, and you help us to create an even better in-store experience for our customers and colleagues.

Your leadership experience could be in any customer-focused industry, not necessarily Food Retail. We’re keen to nurture broad mindsets to grow a management team that operates effectively across the store. Don’t worry if you lack technical knowledge; we value the desire to succeed through your people and a love for connecting with customers.

What you’ll be doing

Our purpose is driven by our passion for food: together, we serve and help every customer.

You’ll work in one of our busiest, most complex stores, reporting directly to the Store Manager and leading a team of managers. It’s fast-paced, with unexpected challenges every day. You won’t always have the answers, and that’s fine. By solving short-term problems and making medium-term changes, you’ll support your team in delivering excellent service.

As a Customer Experience leader, your job is to delight and inspire customers from the car park to the checkout. Whether they’re collecting online orders, stocking essentials, or filling up with petrol, you’ll ensure they enjoy the best experience.

Specifically, your role is to set the direction for your area over the next 1-3 months.

What success looks like

There’s a lot to learn. Every day, you’ll strengthen your existing leadership skills and develop new ones. Here’s how:

• You’ll coach, motivate, and guide your managers to work as a productive team, building their capabilities and leading through change.
• You’ll help your team empathize with customers, taking pride in delivering better service and spotting opportunities.
• You’ll lead through effective communication, clearly articulating performance and inspiring improvements for now and the upcoming quarter.
• You’ll develop as an operational expert and a role model for your team.
• You’re confident making decisions quickly and feel empowered and accountable to run your area of the store and deputize for the Store Manager.

About you

You might currently manage a smaller supermarket or convenience store, or already be in a team leadership role. Perhaps you’re seeking a new challenge after a career break or transitioning from another large store retail environment or sector. Regardless of your current role, you’ve demonstrated the ability to make a difference and enjoy being part of a team.

What matters most is your motivation to develop, dedication to bringing out the best in others, and a passion for customer service. That’s what our stores are all about.

Where next?

Join Sainsbury’s in-store management teams to enjoy support and opportunities to deliver excellence. We provide a clear induction, tailored training plans, and coaching to help you perform well and develop further.

As a Lead Manager, you can progress to Deputy Store Manager or Store Manager roles. You’ll also be well-placed for leadership opportunities in head office or within the Sainsbury’s family, including Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We’re committed to helping you reach your potential.

What we’ll give you

Salary depends on your experience, store size, complexity, and location. We also offer a range of benefits, including:

• 10% discount at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% at Sainsbury’s on Fridays and Saturdays, and 15% at Argos every payday.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension scheme with company matching of 4-7%.
• Sainsbury’s share scheme for discounted investments.
• Wellbeing support, including emotional, legal, and financial assistance.
• Colleague networks to connect and develop.
• Cycle to Work scheme for bikes and cycling gear, with tax and NI savings.
• Special offers on gym memberships, holidays, retail vouchers, and more.

Click ‘apply’ to start your Sainsbury’s journey.