Our Lead Customer Experience Manager role is a brilliant step if you’re ready to stretch your leadership skills to fully lead and inspire a management team and department. You will have clear accountability, realistic expectations and structured support. It’s a win:win – we give you the time and space to coach your team and strengthen your leadership skills, and you help us to create an even better in-store experience for our customers and colleagues. 

Your leadership experience could be in any customer focussed industry, not necessarily Food Retail. In fact, we’re keen to nurture the broadest mindsets in order to grow a management team that operates effectively across the store, so don’t worry if you don’t have the technical knowledge, we’re looking primarily for the desire to achieve success through your people and a love for connecting with customers.   

What you’ll be doing

Our purpose is that driven by our passion for food, together we serve and help every customer.

You’ll be working in one of our busiest and most complex stores, reporting directly to the Store Manager and leading a team of managers. It’s fast-paced. Every day will bring unexpected challenges. You won’t always have the answers – that’s fine – but by solving short-term problems and making medium-term changes, you’ll support your team to keep delivering. 

As a Customer Experience leader your job is to delight and inspire customers all the way from the car park to the checkout. Whether they’re collecting online orders, stocking up on essentials or filling up with petrol, you’ll make sure they enjoy the very best experience.  

Specifically, your role is to set the direction of travel in your area for the next 1-3 months.  

What success looks like 

There’s a lot to learn. Every day you‘ll be strengthening your existing leadership skills and adding new ones, here’s how:  

•    You’ll be coaching, motivating and guiding your managers to work as a productive team, building their capabilities and leading them through change 

•    You’ve mastered helping your team put themselves in the customers’ shoes, taking genuine pride in how we deliver a better service and spot opportunities

•    You’ll be leading through communication; clearly articulating how we’re performing and inspiring improvements for now, and the next quarter 

•    You will be developing yourself as the operational expert and acting as a role model for your team 

•    You’re confident making decisions at pace and feel empowered and accountable to run your area of the store – and to deputise for the Store Manager