Programme Manager

Salary:
Competitive Plus Benefits

Location:

London Store Support Centre, London, EC1M 6HA

Hours:

Full time
Contract type:
Secondment
Business area:
Retail
Closing date: 20 October 2026

We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. As the link between sellers and buyers, retail and head office, our retail operations team is the cog that keeps things running. With teams focused on store facing, labour, transformation, online, delivery and contact centre work, we touch almost every part of the business.

It’s an incredibly fast-paced environment where you need to pivot not just daily, but often hourly. So while we plan all we can, it’s vital that we all think outside our job descriptions and look to optimise and improve how we do everything. There’s also a real team ethos. After all, it’s people like you who are going to truly transform this part of the business.

As a Programme Manager in our Retail & Digital division you’ll lead the delivery of strategically important transformation activity across our Customer Service and Contact Centre operation. Working closely with the Head of Account Management and senior stakeholders across the business, you’ll coordinate multiple work streams and ensure change is delivered successfully, with measurable benefits for customers, colleagues and the wider organisation.

You’ll bring structure, pace and clarity to complex initiatives, managing plans, dependencies, risks and stakeholder engagement while helping teams adopt new ways of working. This is a high-profile opportunity to shape the future of customer service, improve colleague experience and strengthen operational performance  role offers a blend of home and Store Support Centre working, with travel to support centres, stores and other business locations when needed.

Lead the day-to-day delivery of complex transformation activity across multiple work streams.

Build and maintain integrated project plans, milestones, roadmaps and clear delivery priorities.

Coordinate cross-functional teams, aligning stakeholders on objectives, timelines and deliverables.

Track progress, risks, issues, dependencies, decisions and actions, escalating when appropriate.

Drive timely decisions and practical solutions to keep delivery on track and maintain momentum.

Produce clear updates, reports, presentations and materials for sponsors and governance forums.

Support business readiness, communications and colleague adoption so changes land successfully.

Identify opportunities to simplify processes, improve ways of working and deliver measurable customer, colleague and business benefits.

Proven experience delivering complex projects or programmes in a large, fast-paced organisation.

Strong planning and delivery skills, with the ability to manage competing priorities and multiple work streams.

Experience working across cross-functional teams and navigating a matrix organisation.

Excellent stakeholder management, influencing and constructive challenge skills, including with senior leaders.

A highly organised approach, strong attention to detail and confidence bringing clarity to ambiguity.

The ability to interpret data, insight and operational information to support decisions and track benefits.

Clear and engaging written and verbal communication, with experience producing high-quality reporting and presentations.

A proactive, resilient and solution-focused mindset; experience in customer service, contact centres, operations or transformation would be an advantage.

C5-C50

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