Lead Customer Experience Manager

Sainsbury’s Group; Otford; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Generous holiday entitlement

Pension match

Share scheme

Wellbeing support

Cycle to Work

Gym discounts

Career development

Job summary

Sainsbury’s Group in the United Kingdom is seeking an experienced store leadership professional to oversee multiple departments and ensure outstanding customer experiences across our in-store and back-of-house operations. You will lead managers, plan key trading activity, and own performance in the store in the absence of senior leadership.

A strong focus on coaching, inclusivity and data-driven decision making is essential.

Qualifications

• Experience leading managers in a fast-paced, customer-facing environment.
• Ability to coach, develop and supervise large teams across store functions.
• Track record of delivering and improving KPIs such as sales, stock availability and colleague engagement.

Responsibilities

• Lead a team of store managers to ensure excellent customer experiences in-store and at petrol stations where applicable.
• Plan for upcoming trading activity by coordinating with the store leadership team.
• Manage the store in the absence of the store manager and coach for high standards and efficiency.
• Oversee operations at checkouts (manned and self-scan), petrol stations, and back-of-house services.
• Handle performance, disciplinary issues, scheduling, and payroll with fairness and transparency.
• Evidence-driven leadership to improve customer experiences and key KPIs across complex operations.

Skills

People leadership

Team management

Data-driven

KPI interpretation

Disciplinary handling

Operational management

Job description

• 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 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 .