Retail Experience Lead: Inspire Teams & Drive Customer Joy

Sainsbury's; Abbot's Salford; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free refreshments for staff

Generous holiday entitlement

Pension contribution match

Share scheme

Wellbeing support

Cycle to Work

Staff discounts

Job summary

Sainsbury's in the United Kingdom is seeking a Lead Customer Experience Manager to guide store leadership teams, ensuring outstanding customer service from checkouts to back‑of‑house operations.

You will plan for key trading events, coach managers to high standards, and model accountability with a focus on inclusivity and engagement. You will own daily performance and drive KPI improvements while handling people matters with fairness.

Qualifications

• Experience leading large teams in fast‑paced, customer‑facing environments.
• Proven ability to deliver exceptional customer experiences through teams.
• Track record of driving KPIs across sales, availability and engagement.
• Experience managing sensitive people matters with fairness and judgement.
• Leadership in an operational retail setting, including coverage in absence of senior leadership.
• Evidence of leading change and embedding new ways of working.

Responsibilities

• Lead a team of store managers to ensure great customer experiences across all store areas.
• Plan for upcoming trading activity by collaborating with the store leadership team.
• Take accountability for store performance in the absence of the store manager.
• Run operations at checkouts, petrol stations (if applicable) and back-of-house services.
• Manage performance, capability, disciplinary matters and scheduling accuracy.

Skills

Team leadership

Customer experience

KPI management

People management

Change management

Retail operations

Data-driven decision making

Job description

Sainsbury's in the United Kingdom is seeking a Lead Customer Experience Manager to guide store leadership teams, ensuring outstanding customer service from checkouts to back‑of‑house operations.

You will plan for key trading events, coach managers to high standards, and model accountability with a focus on inclusivity and engagement. You will own daily performance and drive KPI improvements while handling people matters with fairness.