Lead Customer Experience Manager

Sainsbury's; Sittingbourne; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Lead Customer Experience Manager, where your leadership skills will shine. In this dynamic role, you'll inspire a team to deliver exceptional service, ensuring every customer enjoys their shopping experience. With a focus on coaching and development, you'll navigate the fast-paced retail environment, turning challenges into opportunities for growth. Enjoy a supportive culture that values your contributions and offers clear paths for career advancement. If you're passionate about customer service and ready to make a difference, this is the perfect opportunity for you.

Benefits

10% discount card

Free food and hot drinks

Generous holiday entitlement

Pension matching contributions

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on gym memberships

Qualifications

• Proven leadership experience in a customer-focused environment.
• Ability to coach and develop team members effectively.

Responsibilities

• Lead and inspire a team of managers to enhance customer experience.
• Set strategic direction for the department and solve operational challenges.

Skills

Leadership

Customer Service

Team Management

Communication

Problem Solving

Education

Experience in Retail Management

Relevant Leadership Training

Tools

Management Software

Customer Feedback Tools

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. In fact, we’re keen to nurture the broadest mindsets in order to grow a management team that operates effectively across the store, so don’t worry if you don’t have the technical knowledge; we’re looking primarily for the desire to achieve success 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 be working in one of our busiest and most complex stores, reporting directly to the Store Manager and leading a team of managers. It’s fast-paced. Every day will bring unexpected challenges. You won’t always have the answers – that’s fine – but by solving short-term problems and making medium-term changes, you’ll support your team to keep delivering.

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

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

What success looks like

There’s a lot to learn. Every day you‘ll be strengthening your existing leadership skills and adding new ones; here’s how:

• You’ll be coaching, motivating, and guiding your managers to work as a productive team, building their capabilities and leading them through change.
• You’ve mastered helping your team put themselves in the customers’ shoes, taking genuine pride in how we deliver a better service and spot opportunities.
• You’ll be leading through communication; clearly articulating how we’re performing and inspiring improvements for now and the next quarter.
• You will be developing yourself as the operational expert and acting as a role model for your team.
• You’re confident making decisions at pace and feel empowered and accountable to run your area of the store – and to deputise for the Store Manager.

About you

You might currently be managing a smaller supermarket or convenience store or already in a team leadership role. Maybe you’re looking for a new challenge after a career break or transferring from another big store retail environment or another sector. Wherever you’re working now, you’ve demonstrated you can make a difference and love being part of a team.

What matters most is you – that you’re motivated to develop, dedicated to bringing out the best in others, and, like all of us, passionate about customer service. After all, that’s what our stores are all about.

Where next?

Join Sainsbury’s in-store management teams and you’ll enjoy the support and the opportunity to deliver excellence. When joining us you will receive a clear induction and orientation alongside a training plan specific to your needs that you'll build alongside your manager. They will support and coach you to deliver great performance while having plenty of time to develop.

As one of our Lead Managers, you could move into a Deputy Store Manager or Store Manager role with us. You’ll also be well placed for a leadership challenge in head office or across the Sainsbury’s family: Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. Trust us – we know how to make the most of your potential.

What we’ll give you

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 and 15% off at Argos every payday.
• 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% 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 fulfill your potential.
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment while saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.

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