Lead Customer Experience Manager
Sainsbury's
Leading in our stores
Our management teams don’t just run stores - they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards or delivering seamless daily operations, they’re hands‑on, sleeves‑rolled‑up changemakers. The impact? Work becomes more rewarding for our colleagues, and shopping becomes a next‑level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.
What you’ll be doing
* Lead a team of managers to ensure every customer has a great experience in store across all areas from the check‑outs to the petrol station.
* Plan for upcoming key trading activity and events by working closely with the rest of the store leadership team.
* 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 checkout areas (both manned and self‑scan), petrol stations (if applicable) and back‑of‑house services.
* People‑management: manage performance and capability, conduct disciplinaries and ensure scheduling and pay are accurate.
What makes a great Lead Customer Experience manager
* A passionate leader who consistently strives for better customer and colleague experiences every day, 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, familiar with interpreting KPI’s and experienced at improving them.
* Puts inclusivity at the heart of what they do and uses this to build an inclusive team and working environment.
* Can manage disciplinaries, performance issues or other similar employee‑relations issues up to dismissal.
Essential Criteria
* Experience leading large teams in a fast‑paced, customer‑focused environment – you’ve developed leaders, built high‑performing teams and created a culture of ownership and accountability.
* A track record of delivering exceptional customer experiences across complex operations, with evidence of delivering these through your team.
* Proven success in delivering and improving KPIs – from sales and stock availability to customer satisfaction and colleague engagement, you’ve driven results that matter.
* Experience managing sensitive and complex people matters, including performance, absence and formal employee‑relations cases, with confidence, fairness and sound judgement.
* Leadership experience in an operational environment – retail, hospitality or food service – where you’ve owned departmental performance and confidently led the store in the absence of senior leadership.
* Can evidence leading change – rolling out new ways of working, embedding new systems, or shifting team mindsets, you’ve brought people with you and made change stick.
Working for us has great rewards
Salary will be dependent upon your experience as well as store size, complexity and location. In addition, we offer a range of benefits for our managers:
* Discount card – 10% off on your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% off at Sainsbury’s on Fridays and Saturdays, and 15% off at Argos on each pay day.
* An annual bonus scheme based on our and your performance.
* Free food and hot drinks 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 – build up an investment at discounted rates.
* Wellbeing support – access to emotional support, counselling, legal and financial advice.
* Colleague networks providing a community of like‑minded people to help you reach your potential.
* Cycle‑to‑Work scheme – we help you hire a new bike and cycling 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 committed to being truly inclusive, where every colleague can reach their full potential and every customer feels welcome when they shop with us. To support this, colleagues may be entitled to a range of enhanced discretionary leave for families, and support for carers. We provide resources to help colleagues understand and support their role and team effectively. Internal colleague networks aim to ensure true representation for everyone, helping us identify and remove barriers our colleagues face. We offer development opportunities, mentorship, training and career progression pathways to grow and succeed. Diversity is celebrated through initiatives and events, fostering a culture of inclusion and respect.
Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.
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