Lead Customer Experience Manager in Birmingham

Lead a team of managers to ensure a great experience for customers across all store areas, from checkouts to petrol stations and back-of-house services.

Responsibilities

• Lead a team of managers to ensure every customer has a great experience across store areas, including checkouts, petrol stations, and back‑of‑house services.
• Plan for upcoming key trading activity and events in collaboration with the store leadership team.
• Take full accountability for the store in the absence of a store manager, modelling high standards and coaching for efficiency.
• Run operations at checkout areas (manned and self‑scan), petrol stations (if available), and back‑of‑house services.
• Manage people: performance and capability, conduct disciplinaries, and ensure accurate scheduling and pay.
• Drive high performance with a focus on efficiency and engagement.
• Use data to interpret KPI's and improve them.
• Promote inclusivity and build an inclusive team environment.

Qualifications

• Experience managing managers in a fast‑paced, customer‑facing environment.
• Comfortable managing independently in the absence of senior management.
• Strong record of delivering high performance, efficiency, and customer satisfaction.
• Proficient in using data and interpreting KPI's or other performance indicators; experience improving them.
• Ability to manage disciplinaries and employee relations issues up to dismissal.
• Proven success in delivering and improving KPIs—including sales, stock availability, customer satisfaction, and colleague engagement.
• Experience managing sensitive and complex people matters: performance, absence, and formal employee relations cases.
• Leadership experience in retail, hospitality, or food service; capable of owning departmental performance and leading the store in the absence of senior leadership.
• Demonstrated ability to lead change—implementing new systems, ways of working, or shifting team mindsets.

Benefits

• Discount card – 10% discount off shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15% on Fridays and Saturdays.
• Annual bonus scheme based on store and personal performance.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – match 4‑7.5% of contributions.
• Sainsbury’s share scheme – discounted investment options.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – link with like‑minded people to help fulfill potential.
• Cycle to Work scheme – opportunity to buy a new bike and equipment with tax and NI savings.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

Salary will be dependent upon experience, store size, complexity, and location.

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.

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