Lead Customer Experience Manager

Sainsbury's; Pontyclun; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading supermarket chain in Pontyclun seeks a Lead Customer Experience Manager to lead store teams and ensure exceptional service. The ideal candidate will have experience managing fast-paced customer-facing teams, a strong focus on performance, and a passion for inclusivity. Responsibilities include overseeing store operations, guiding team performance, and planning for key events. Benefits include discounts, a bonus scheme, and wellbeing support.

Benefits

Employee discounts

Annual bonus scheme

Wellbeing support

Pension scheme

Cycle to Work scheme

Qualifications

• Experience managing managers in a fast-paced environment.
• Ability to interpret KPIs and improve performance.
• Capable of handling employee relations up to dismissal.

Responsibilities

• Lead a team to ensure a great customer experience.
• Plan for key trading activities with store leadership.
• Manage operations at checkout and petrol stations.

Skills

Leadership

Customer service

Data interpretation

Performance management

Inclusivity

Job description

What you’ll be doing:

• 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 activities and events by working closely with the store leadership team.
• Take full accountability for the store in the absence of a store manager, role modeling and coaching for high standards and efficiency.
• Manage operations at checkout areas, petrol stations (if available), and back-of-house services.
• Manage people performance and capability, conduct disciplinary actions, and ensure accurate scheduling and pay.

What makes a great Lead Customer Experience Manager:

• A passionate leader who is ambitious for customers and colleagues, growing their team accordingly.
• Experience managing managers in a fast-paced, customer-facing environment.
• Comfortable managing alone in the absence of senior management.
• Focused on delivering high performance, efficiency, and engagement.
• Confident with data, interpreting KPIs, and improving performance indicators.
• Values inclusivity, building an inclusive team and environment.
• Capable of managing disciplinary and employee relations issues up to dismissal.

Working for us has great rewards

Salary depends on experience, store size, complexity, and location. We offer benefits including:

• 10% discount after four weeks, increasing to 15% on Fridays and Saturdays at Sainsbury’s, and 15% at Argos on pay days.
• Annual performance-based bonus scheme.
• Free food and hot drinks in stores.
• Generous holiday, maternity, and paternity leave.
• Pension scheme with 4-7.5% employer contributions.
• Sainsbury’s share scheme at discounted rates.
• Wellbeing support, including counselling and legal advice.
• Colleague networks and development opportunities.
• Cycle to Work scheme.
• Special offers on gym memberships, holidays, and retail vouchers.

An inclusive place to work and shop:

We are committed to inclusivity, offering support for families, carers, and diverse development opportunities. Our colleague networks promote representation and remove barriers. We celebrate diversity through initiatives and events. For more information, please visit here.

If you need reasonable adjustments during application or interview, please let us know.

Leading in our stores:

Our management teams are the driving force behind our business, empowering teams to excel and providing outstanding customer service. They ensure product availability, safety, and seamless operations, making work rewarding and shopping a great experience for customers.