Lead Customer Experience Manager at Sainsbury's

London Borough of Camden, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

30 May, 26

Salary

0.0

Posted On

01 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Experience Management, Operational Management, Performance Management, People Management, Stakeholder Collaboration, Scheduling, Employee Relations, Data Interpretation, KPI Improvement, Inclusivity, Change Management, Coaching, Efficiency Focus, Accountability, High Performance Delivery

Industry

Retail

Description

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 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.

Responsibilities

The Lead Customer Experience Manager will direct a team of managers to ensure excellent customer experiences across all store areas, including checkouts and petrol stations. This role also involves taking full accountability for store operations in the manager's absence and managing all aspects of people management, including performance and scheduling.