Lead Customer Experience Manager

Sainsbury's Supermarkets Ltd; Stockport; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading UK retailer is seeking a Lead Customer Experience Manager in Stockport. The ideal candidate will lead a team of managers to ensure exceptional customer experiences, manage operations effectively, and analyze performance metrics. Responsibilities include coaching managers, planning trading activities, and managing in the absence of senior management. This role offers a competitive salary and various benefits including discounts and a bonus scheme.

Benefits

10% discount card

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension contributions match

Share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on gym memberships

Qualifications

• Experience managing teams in a fast-paced environment.
• Ability to manage performance and handle disciplinary actions.
• Confident in leading change and developing KPIs.

Responsibilities

• Lead a team to deliver great customer experiences in-store.
• Plan key trading activities with the leadership team.
• Ensure operational efficiency in the absence of senior management.

Skills

Leadership

Data analysis

People management

Customer focus

Operations management

Job description

Overview

Salary: From £36,250

Location: Hazel Grove Store, Stockport, SK7 4AW

Contract type: Permanent

Business area: Retail

Closing date: 14 February 2026

Requisition ID: 400047520

Shift hours

Shift Patterns include early shifts 7:00am, trading shifts 10:00 starts and late night shifts starting at 14:00.

What you’ll be doing

• Lead a team of managers to ensure every customer has a great experience in-store, from the checkouts to the petrol station.
• Plan for upcoming key trading activity and events by working closely with the store leadership team.
• Regularly take full accountability for the store in the absence of a store manager; role model and coach for high standards and efficiency across the store.
• Run operations at our checkout areas (manned and self-check), petrol stations (if applicable) and back-of-house services.
• People management is a big part of the role, including performance and capability, disciplinary actions and ensuring scheduling and pay are accurate.

What makes a great Lead Customer Experience Manager

• A passionate leader who is consistently ambitious for customers and colleagues, 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 in interpreting KPIs or other performance indicators, with experience of improving them.
• Inclusion-focused leadership that builds an inclusive team and working environment.
• Ability to manage disciplinaries, performance issues or other employee relations matters (up to dismissal).
• Experience leading large teams in a fast-paced, customer-focused environment with a track record of developing leaders and high-performing teams.
• Proven success in delivering and improving KPIs across sales, stock availability, customer satisfaction and colleague engagement.
• Experience managing sensitive and complex people matters with confidence, fairness and sound judgment.
• Leadership experience in an operational retail, hospitality, or food-service environment with ownership of departmental performance and confident leadership in absence of senior leadership.
• Evidence of leading change—rolling out new ways of working, embedding new systems, or shifting team mindsets and ensuring adoption.

Working for us has great rewards

Salary will be dependent upon experience as well as store size, complexity and location. We offer a range of benefits for our managers, including:

• Discount card – 10% discount off shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% discount at Sainsbury’s on Fridays and Saturdays and 15% off at Argos every pay day.
• An annual bonus scheme based on our performance and yours.
• 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 – opportunity to invest at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – connect with like-minded people to help fulfil your potential.
• Cycle to Work scheme – hire a bike and equipment with tax and NI savings.
• 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. We may offer enhanced discretionary leave for families and support for carers. We provide resources to help colleagues understand and support their role and their team. Our internal networks seek to ensure true representation for everyone, helping remove barriers. We offer development opportunities including mentorship, training, and career progression pathways, and celebrate diversity through initiatives and events. If you would like to learn more about our commitment to inclusivity, please take a look here.

Reasonable adjustments

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