Lead Customer Experience Manager

Sainsbury's Supermarkets Ltd; City of Edinburgh; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in Edinburgh is seeking a Lead Customer Experience Manager to empower store teams and enhance customer satisfaction. The successful candidate will lead management efforts, ensuring operations run smoothly while focusing on driving performance metrics. Responsibilities include managing team performance in a fast-paced environment, with a commitment to inclusivity and delivering exceptional shopping experiences. This position offers competitive rewards including an annual bonus, generous leave, and various staff discounts.

Benefits

10% discount on shopping

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension matching

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on memberships

Qualifications

• Experience of managing managers in a fast‑paced, customer‑facing environment.
• Proven track record of delivering exceptional customer experiences.
• Leadership experience in an operational environment.

Responsibilities

• Lead a team to ensure a great customer experience.
• Accountable for store performance in absence of the manager.
• Manage operations at checkout areas and petrol stations.

Skills

Leadership

Customer focus

Data interpretation

Performance management

Inclusivity

Job description

Salary: From £35,000

Location: Edinburgh Longstone Store, Edinburgh, EH14 2ER

Contract type: Permanent

Business area: Retail

Closing date: 30 January 2026

Requisition ID: 400045587

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, sleeves‑rolled‑up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next‑level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.

What you’ll be doing:

• Lead a team of managers to make sure every single 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‑modeling and coaching for high standards and efficiency across the store.
• Run operations at checkout areas (both manned and self‑scan), petrol stations (if present) and back‑of‑house services.
• Manage people: performance, capability, conduct disciplinaries and ensure accurate scheduling and pay.

What makes a great Lead Customer Experience manager:

• A passionate leader who consistently ambitions for customers and colleagues, growing the 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 capable of interpreting KPI’s and improving them.
• Places inclusivity at the heart of what they do and uses it to build an inclusive team and working environment.
• Can manage disciplinaries, performance issues or other similar employee‑relations issues (up to dismissal).
• Experience leading large teams in a fast‑paced, customer‑focused environment – developing leaders and creating a culture of ownership and accountability.
• Track record of delivering exceptional customer experiences across complex operations.
• Proven success in delivering and improving KPIs – from sales and stock availability to customer satisfaction and colleague engagement.
• 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 – retail, hospitality, or food service – 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.

Working for us has great rewards:

• Discount card – 10% discount on shopping at Sainsbury’s, Argos, Tu, and Habitat after four weeks (increases to 15% on Fridays and Saturdays and 15% on Argos pay days).
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we’ll match 4‑7.5% of your pension contributions.
• Sainsbury’s share scheme – discounted investment build‑up.
• 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 equipment, saving 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 when they shop with us. Our colleagues may be entitled to enhanced discretionary leave for families, support for carers, and access to development opportunities such as mentorship and training. We celebrate diversity through initiatives and events, fostering a culture of inclusion and respect.

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