Lead Customer Experience Manager

Sainsbury's • Hamilton, ON

2d • Onsite

About The Position

This role is responsible for leading a team of managers to ensure an excellent customer experience across all store touchpoints, from checkouts to petrol stations. The position involves planning for key trading activities, taking accountability for the store in the absence of the store manager, and overseeing operations at checkout areas, petrol stations, and back-of-house services. A significant part of the role includes people management, such as performance management, conducting disciplinary actions, and ensuring accurate scheduling and pay.

Requirements

• Experience managing managers in a fast-paced, customer-facing environment.
• Experience as 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, and experience improving these.
• Puts inclusivity at the heart of what they do and uses this 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.
• Developed leaders, built high-performing teams, and created a culture of ownership and accountability.
• A track record of delivering exceptional customer experiences across complex operations, with evidence of delivering these through your team.
• Proven success in delivering and improving KPIs (sales, stock availability, customer satisfaction, colleague engagement).
• Experience managing sensitive and complex people matters, including performance, absence, and formal employee relations cases, with confidence, fairness, and sound judgment.
• Leadership experience in an operational environment (retail, hospitality, or food service) where you've owned departmental performance and confidently led 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).

Nice To Haves

• A passionate leader who is consistently ambitious for their customers and colleagues, every day, growing their team to do the same.

Responsibilities

• Lead a team of managers to ensure a great customer experience in store.
• Plan for upcoming key trading activity and events.
• Take full accountability for the store in the absence of a store manager.
• Role model and coach for high standards and efficiency across the store.
• Run operations at checkout areas (manned and self-scan), petrol stations, and back-of-house services.
• Manage performance and capability of the team.
• Conduct disciplinary actions.
• Ensure scheduling and pay are accurate.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed