Lead Customer Experience Manager

Sainsbury’s Group; London; Presencial; GBP 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discount card

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension - employer match 4-7.5%

Sainsbury's share scheme

Wellbeing support

Cycle to Work

Gym discounts

Colleague networks

Descripción de la vacante

Sainsbury’s Group in London is seeking a store leadership professional to oversee a multi-manager team and deliver outstanding customer experiences. You will plan trading activity, coach leaders, and ensure seamless operations across checkouts, self-serve and back‑of‑house functions.

In this role you’ll drive KPI improvements, manage performance and disciplinaries, and model inclusive leadership. The position requires operational excellence and the ability to lead the store in the absence of

Formación

• Experience leading managers in a fast-paced retail or hospitality environment.
• Proven ability to improve KPI metrics and customer satisfaction.
• Strong people management, coaching and disciplinary capabilities.
• Ability to plan for trading activity and events with stakeholders.

Responsabilidades

• Lead a team of managers to ensure excellent customer experience across all store areas.
• Plan for upcoming trading activity and events with store leadership.
• Hold full accountability when store manager is absent, coaching for high standards.
• Oversee operations at checkouts, self-serve, petrol stations where applicable.
• Manage performance, capability, disciplinaries, and scheduling with pay accuracy.
• Drive high performance with focus on efficiency and engagement.
• Use data to interpret KPI performance and drive improvements.
• Champion inclusivity and build an inclusive team environment.
• Lead change and embed new ways of working and systems.

Conocimientos

People management

Leadership

Customer focus

Data-driven

KPI awareness

Herramientas

Excel

Descripción del empleo

• 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.

• 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 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.

• 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.

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 .