Summary
Overview
Work history
Timeline
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Stuart Norris

Edinburgh,Scotland

Summary

Senior Customer Service and Operations Leader with extensive experience leading large, multi-layered teams in high-volume, customer-centric environments. Currently operating as Lead Job Family Manager, providing direct leadership to 50+ colleagues with strategic oversight of a workforce exceeding 300 employees. Recognised for developing high-performing leaders, driving measurable performance improvements, and embedding strong coaching cultures that enhance both colleague engagement and customer outcomes.

Experienced in performance leadership, organisational change, workforce planning, and operational delivery within structured, process-driven environments. A collaborative and people-focused leader passionate about continuous improvement, inclusive team cultures, and delivering exceptional service experiences.

Overview

5
5
years of professional experience

Work history

Lead Job family manager

Sainsbury's
Stirling
2025.04 - Current

Provide senior operational leadership within a high-volume retail environment, managing a team of 50+ colleagues with two direct manager reports and leadership oversight across a workforce of more than 300 employees.

Key Responsibilities:

• Lead and develop managers and frontline colleagues, embedding a strong coaching culture focused on performance, engagement, and customer outcomes.
• Drive operational performance through structured 1:1s, behavioural coaching, and data-led performance reviews.
• Provide strategic oversight across multiple departments, ensuring consistent delivery of service standards and operational targets.
• Act as a senior escalation point for conduct, performance, and wellbeing matters, supporting fair and effective resolution.
• Lead teams through organisational change, maintaining engagement and operational stability during transformation.
• Partner with senior leadership to align workforce planning, operational priorities, and customer service objectives.
• Champion inclusive leadership practices that support colleague development, accountability, and recognition.

Key Achievements:

• Strengthened leadership capability across management layers through consistent coaching and development frameworks.
• Successfully led large teams through evolving operational demands while maintaining strong customer service performance.

Job Family manager

Sainsbury's
Edinburgh
2021.05 - 2025.03

Delivered frontline operational leadership within a fast-paced customer environment, managing large colleague groups and ensuring delivery of service, people, and performance objectives.

Key Responsibilities:

• Managed day-to-day operational performance, coordinating teams across multiple areas to maintain service standards.
• Coached and developed colleagues through structured feedback, training, and performance conversations.
• Made real-time decisions relating to resourcing, performance management, and customer issue resolution.
• Built a positive team culture through open communication, recognition, and inclusive leadership behaviours.
• Supported recruitment, onboarding, and workforce planning to ensure operational readiness.

Key Achievements:

• Developed emerging leaders through mentoring and coaching initiatives.
• Improved team engagement and clarity of performance expectations through consistent communication and feedback.

Timeline

Lead Job family manager

Sainsbury's
2025.04 - Current

Job Family manager

Sainsbury's
2021.05 - 2025.03

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