Lead Customer Experience Manager

Retail; Sevenoaks; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food & drinks

Pension match

Cycle to Work

Wellbeing support

Colleague networks

Gym & partner offers

Job summary

Sainsbury's is seeking a Lead Customer Experience Manager to guide a multi-store leadership team, ensuring exceptional customer service across checkout, self-scan, and service areas. You will be hands-on in performance management, coaching, and operational excellence to drive day-to-day store success.

In this role, you’ll plan around key events, maintain high standards, and act as the store lead in absence of the senior manager.

Qualifications

• Experience leading large teams in a fast-paced, customer-facing environment.
• Proven track record of delivering exceptional customer experiences across complex operations.
• Experience driving and interpreting KPIs to improve performance.
• Experience managing sensitive people matters with fairness and judgement.

Responsibilities

• Lead a team of managers to deliver great customer experiences in-store and at service points.
• Plan for key trading activity and events with the store leadership team.
• Take accountability for the store in the absence of the store manager and coach teams.
• Oversee checkout areas, petrol stations (if present), and back-of-house operations.
• Manage performance, scheduling, and pay, ensuring high standards and efficiency.

Skills

Lead large teams

Customer-focused leadership

KPI interpretation

Disciplinary handling

Operational leadership

Change management

Job description

What you’ll be doing:

• 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.

What makes a great Lead Customer Experience manager:

• 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).

Essential Criteria:

• 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.

Leading in our stores:

Our management teams don’t just run stores - they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they’re hands-on, sleeves-rolled-up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next-level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.

Working for us has great rewards

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.

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.