Lead Customer Experience Manager

We are seeking a Lead Customer Experience Manager to join our team at Sainsbury's Supermarkets Ltd in Solihull, West Midlands.

As a Lead Customer Experience Manager, you will lead a team of managers to ensure every customer has a great experience in store, from checkouts to the petrol station. You will be responsible for planning upcoming key trading activities and events, regularly taking full accountability for the store in the absence of a store manager, and running operations at checkout areas, petrol stations, and back of house services.

The successful candidate will be a passionate leader who is consistently ambitious for their customers and colleagues. You will have experience of managing managers in a fast-paced, customer-facing environment, and be comfortable managing alone in the absence of more senior management. You will be driven to deliver high performance with a focus on efficiency and engagement, and confident in the use of data to interpret KPIs and improve performance.

Key responsibilities include:

• Leading a team of managers to deliver exceptional customer experiences
• Planning for upcoming key trading activities and events
• Taking full accountability for the store in the absence of a store manager
• Running operations at checkout areas, petrol stations, and back of house services
• Managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay are accurate

To be considered for this role, you will need to meet the following essential criteria:

• Experience leading large teams in a fast-paced, customer-focused environment
• A track record of delivering exceptional customer experiences across complex operations
• Proven success in delivering and improving KPIs
• Experience managing sensitive and complex people matters
• Leadership experience in an operational environment
• Ability to lead change and bring people with you

In return for your hard work, we offer a range of benefits, including:

• Salary from £36,250
• Discount card with 10% discount off shopping at Sainsbury's, Argos, Tu, and Habitat
• Annual bonus scheme
• Free food and hot drinks provided in store
• Generous holiday entitlement, maternity and paternity leave
• Pension with employer matching contributions
• Share scheme
• Wellbeing support
• Cycle to Work scheme
• Special offers on gym memberships, restaurants, holidays, and more