Lead Customer Experience Manager in Hamilton

What you’ll be doing:

• Lead a team of managers to ensure every customer has a great experience in store, from the checkouts 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 modelling and coaching 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.
• 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 is consistently ambitious for their customers and colleagues, growing their team to do the same.
• Experience of managing managers in a fast-paced, customer-facing environment.
• An operator 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, understanding and interpreting KPIs or other performance indicators, with experience of improving these.
• Puts inclusivity at the heart of their work, building 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, developing leaders, building high-performing teams, and creating a culture of ownership and accountability.
• A track record of delivering exceptional customer experiences across complex operations, evidenced through your team.
• Proven success in delivering and improving KPIs, driving 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, owning departmental performance and confidently leading the store in the absence of senior leadership.
• Evidence of leading change, rolling out new ways of working, embedding new systems, or shifting team mindsets.

Responsibilities:

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 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.

Qualifications:

Working for us has great rewards. Salary will be dependent upon your experience as well as the store size, complexity, and location. Alongside this, we offer a great range of benefits for our managers, including:

• Discount card – 10% discount off on your shopping at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% discount off at Sainsbury’s every Friday and Saturday.
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks provided 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 – link with like-minded people to help fulfil your potential.
• Cycle to Work scheme – hire a new bike and cycling equipment while saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.

An inclusive place to work and shop: We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome. To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide resources to help colleagues understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect.

If you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.