Lead Customer Experience Manager

Overview

In this role you lead a store leadership team to ensure outstanding customer experiences across all touchpoints, from checkouts to service areas. You plan for key trading events with peers and model high standards while coaching managers to raise efficiency. You own store operations in the absence of a store manager and drive performance through data-informed decisions. You foster an inclusive culture, manage disciplinary and performance issues, and help the team continuously improve customer satisfaction and colleague engagement.

Pay / Benefits

• Discount card – 10% at participating stores after four weeks
• Annual bonus scheme based on performance
• Free food and hot drinks for colleagues
• Generous holiday entitlement, maternity and paternity leave
• Pension – employer contributions matched
• Sainsbury’s share scheme – discounted shares

Responsibilities

• Lead a team of managers to ensure excellent customer experiences across store operations
• Plan for upcoming trading activity in collaboration with the store leadership team
• Manage store operations in the absence of the store manager and coach for high standards
• Oversee checkout areas (manned and self-scan), petrol stations (if present), and back-of-house services
• Lead people management, including performance, capability, disciplinaries, scheduling, and payroll accuracy

Key requirements

• Experience leading large teams in a fast-paced, customer-focused environment
• Track record of delivering exceptional customer experiences and improving KPIs
• Experience managing sensitive employee relations issues with fairness and judgment
• Operational leadership experience in retail, hospitality, or food service
• Proven ability to lead change and embed new systems or ways of working

• leadership
• data-driven decision making
• communication
• data interpretation
• KPI analysis and improvement
• performance management

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