What you’ll be doing:
* Lead a team of managers to make sure every single one of our customers has a great experience in store everywhere from the checkouts to the petrol station.
* Planning for upcoming key trading activity and events by working closely with the rest of the store leadership team.
* Regularly taking full accountability for the store in the absence of a store manager, role modelling and coaching for high standards and efficiency across the store.
* Running operations at our checkout areas both manned and self‑scan, petrol stations (if we have one) and back‑of‑house services.
* People management is also a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
What makes a great Lead Customer Experience manager:
* A passionate leader who is consistently ambitious for their customers and colleagues, 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, and understanding / interpreting KPI’s or other performance indicators, and has experience of improving these.
* 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 — whether in 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 — whether rolling out new ways of working, embedding new systems, or shifting team mindsets, you’ve brought people with you and made change stick.
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