Senior Customer Experience & Store Lead

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

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension - employer match

Share scheme

Wellbeing support

Cycle to Work

Job summary

Sainsbury's is seeking a Lead Customer Experience Manager to drive exceptional service across store operations, from checkouts to petrol stations, while fostering leadership and accountability.

You will develop leaders, manage performance and KPI delivery, and ensure an inclusive, high-performing environment that puts customers first. The role emphasizes change leadership and people development within a busy retail setting.

Qualifications

• Experience leading large teams in fast-paced, customer-facing environments.
• Proven ability to deliver exceptional customer experiences across complex operations.
• Proven track record of delivering and improving KPIs across sales, stock, customer satisfaction and engagement.

Responsibilities

• Lead a team of managers to ensure excellent customer experience across all store areas.
• Plan for key trading activity by working with the store leadership team.
• Manage store in the absence of the store manager and coach for high standards and efficiency.
• Oversee operations at checkouts, self-scan and petrol stations, and back of house services.
• Handle disciplinaries, performance issues, and scheduling and pay accuracy.

Skills

Leadership

Customer focus

Data-driven

Job description

Sainsbury's is seeking a Lead Customer Experience Manager to drive exceptional service across store operations, from checkouts to petrol stations, while fostering leadership and accountability.

You will develop leaders, manage performance and KPI delivery, and ensure an inclusive, high-performing environment that puts customers first. The role emphasizes change leadership and people development within a busy retail setting.