Sainsbury's
Lead Customer Experience Manager
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Lead Customer Experience Manager
Store Management Team Lead / Lead Customer Experience Manager
Position Overview
Our management teams aren’t just running stores—they’re driving change, inspiring teams, and delivering next-level experiences for every customer. As a Lead Customer Experience Manager, you’ll empower colleagues to raise the bar daily through leadership, operational expertise, and a passion for service. Key areas include checking processes, petrol stations (where applicable), in-store operations, and team accountability. This role is about shaping a positive work environment where colleagues thrive, and customers receive seamless service.
Key Responsibilities
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Customer Experience Leadership
- Lead a team of managers to ensure every customer enjoys exceptional service across every touchpoint, from checkouts and self-scan areas to petrol stations and back-of-house services.
- Own operational oversight with full accountability for store functioning when a store manager is absent, including modelling high-performance behaviours.
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Strategic Planning & Operations
- Collaborate with store leadership to prepare for peak trading periods, events, or seasonal changes.
- Drive operational efficiency, ensuring processes like checkout management, self-service systems, and petrol station operations run smoothly.
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People Management
- Develop and manage team performance, deliver targeted coaching, and handle scheduling/payroll accuracy.
- Conduct disciplinary processes (up to and including dismissal) with fairness, clarity, and empathy.
Essential & Desirable Qualities
A Lead Customer Experience Manager thrives on impact, adaptability, and a commitment to continuous growth. Top traits include:
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Exemplary Leadership
- Proven ability to lead large-scale teams, cultivating ownership and accountability.
- Strong interpersonal skills to resolve conflicts and drive high engagement while maintaining inclusivity.
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Operational Mastery
- Hands-on experience in fast-paced, customer-centric environments (retail, hospitality, or food service).
- Confidence in driving data-driven decisions, interpreting KPIs, and improving performance metrics like sales, stock availability, and customer satisfaction.
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Change Agent
- A track record of embracing change—whether implementing new processes, systems, or team mindsets—and ensuring buy-in from colleagues.
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Workplace Equity
- Dedication to fostering inclusive team culture, with deference to diverse backgrounds and perspectives.
Essential Criteria
To lead impactfully in this role, you must demonstrate:
- Leading large, high-performing teams with a track record of developing leaders and instilling a culture of responsibility.
- Achieving visible results in complex customer-facing operations—for example, driving efficiency in checkout or POS areas.
- Managing people matters competently, including performance reviews, formal disciplinary proceedings, and policy adherence.
- Operating independently in senior absence (e.g., acting store manager) with self-direction and clear decision-making.
- Implementing successful change initiatives—whether through system rollouts, skills training, or mindset shifts.
Competitive Package
This role offers comprehensive rewards to support both professional and personal priorities:
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Monetary & Financial Benefits
- Competitive base salary based on experience, store size, location, and complexity.
- Revenue-based annual bonus scheme tied to store and individual performance.
Convenience & Wellbeing
- Discount Card: 10% off Argos, Tu, Habitat purchases after four weeks; 15% off Sainsbury’s on Fridays/Saturdays.
- Free food and drinks provided on-site.
Work-Life Balance
- Generous holiday allowance, fully inclusive of bank holidays.
- Maternity/paternity leave aligned with industry best practices.
Career Development
- Corporate pension match (up to 7.5% contributions).
- Sainsbury’s Share Scheme, offering discounted investment opportunities.
- A cycle-to-work scheme, plus tax savings on schemes like gym memberships, holidays, or retail vouchers.
Our Commitment to Inclusivity & Support
Sainsbury’s is proud to be an inclusive retailer where colleagues feel valued and empowered. Here’s how we support well-being and diversity:
- Enhanced leave policies, including discretionary family-related leave for carers.
- Workplace adjustments: If you need assistance during application or interview stages, please request it.
- Peer mentoring, tailored training to strengthen skills, and clear ** career pathways**.
- Colleague networks advocating for equity, talent development, and mentorship.
Every employee is encouraged to test Sainsbury’s Cultural Competency, fostering a workplace that celebrates diversity and strengthens representation.
For further insights on our inclusion efforts, explore more here.
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