Meet Linh Tran, Customer Experience Management Lead

With nearly 15 years at Sainsbury’s, Linh knows what great customer experience looks like – but she’s also passionate about growing as a leader. That’s why she joined our Female Mentoring Programme, designed to build confidence and support women in retail.

We know there’s still work to do when it comes to female representation in leadership. Our colleagues told us they needed more support with resilience, imposter syndrome, confidence, and finding role models – and we took action. Over six months, Linh and 70 others are participating in our tailored mentorship and career support sessions, helping them take their next steps with confidence.

Tell us briefly about your career journey so far

I started in Sainsbury's Surbiton in 2018 as a colleague, then I became Team Leader for checkout. Whilst working in a different department I also learned and did the cash office for over a year. After some reorganisations in 2018, I decided to apply for a Manager role and was successful with the interview. I stayed in Surbiton for another year, and moved to Sury Basin in 2019 and worked as Customer Experience Manager there until September 2024. When I saw the vacancy for Customer Experience Lead in Surbiton, I decided to apply and got the job. Now I am CEM Lead for Surbiton and have never been happier with my decision and working with the team here.

Can you share a highlight of your career?

There were a lot of ups and downs in my career since I joined the company. There were things I'm proud of and there are also things that I learned the hard way. But some highlights of my career must be; first I have learnt a lot from some of the best people in my region and built my knowledge and confidence. When I worked under them, they are definitely Next Level Leaders. I could not be the manager I am today without their support and trust. Secondly, I had the opportunity to meet my husband in Surbiton who also worked for the company for a long time, but I have two wonderful boys and I really have built my family from the Surbiton store :-).

All the success I have now - I cannot thank those Leaders enough for that. I'm lucky to work with them, as well as all the wonderful colleagues that made my career bright, encouraged me and made it fun.

I could never be who I am today without them, for sure!

What's been something totally unexpected about your career?

I never thought I could be doing a full-time senior leadership position with two children and a full-time working husband. I didn't think I could progress with my childcare issues and my limitation in working hours and with flexibility.

How have you overcome barriers?

I always have some guilt and the mindset of part-time manager and working mum could block my progression. But I was wrong, as my Store Manager has been very supportive and allowed me to be myself, and is not asking for the impossible. Jordan has changed my way of thinking and encouraged me to be confident, always positive and to think about what I can do. He supports me to grow, be myself and learn along the way. I think to overcome the barriers and the "I can't" mindset you need someone to really support and help you.

How do you lead with authenticity?

I always lead my team with clear vision and strategy. I always plan ahead and use every opportunity to support my team to be their best. I spend time talking to my colleagues, understanding their personalities, boundaries and ways of working. From there I always know who my colleagues are and how to manage their performances.

My team know they always have my full support in what they do, as long as they follow our values and standards. They also know that they can come to me with any concern, any opinions and can share their thoughts without being judged or if they are shy.

My team knows that as a leader I will always follow policies and procedures but also be human and be kind. They can learn from me and grow together with the successful performance of our store.

How have you owned your development throughout your career?

From the beginning when I joined, I have never stopped being curious. I ask questions and I learn everything I can, when I can. I am passionate about retail, always willing to work hard, learn more, and progress. I always want to grab any opportunity that there is to be better and move up in my career. But sometimes there are things that I need to prioritise a little more - like having children or to look after my parents who live far from here. But the passion to learn and to contribute more to my store or the company have always been there and it keeps me going for now.

What are some of the challenges you've faced in owning your career development?

The limitation in flexible working sometimes has affected my ways of thinking about progressing or developing in my career.

Also my confidence is not there when it comes to doing something out of my comfort zone. My knowledge is around Customer Experience but I have never been a Food Trading Manager or have knowledge in any other areas of the business.

As I come from a slow developing country and even though I've been here for long time, my English is not my strong point, so sometimes the challenge is simply about the language  barrier.

My network isn't wide enough for me to reach out for support or to learn more in my career which I need to improve on.

Also, my work-life balance is not great so, sometimes I just miss an opportunity to develop due to circumstances outside of my work life.

How do you plan to continue owning your development?

I will continue asking questions and grab any opportunity to learn and improve on the knowledge I have i.e. Food Trading/Processes, transition into a Lead role etc.

I also have a plan in place to widen my network, reach out to create more relationships with people I know I can learn from, and continue working with my confidence by stepping out of my comfort zone and really go for what I am lacking in, to get better.

How have we empowered you to own your development and build a meaningful career?

With the support of my Store Manager and all the managers and colleagues in my team, I have been able to work with the hours I can to balance work and outside work.

The people I work with are always supportive and encourage me to be my best, giving me opportunities but also challenging me to be better.

I have been nominated to join the female mentoring programme. Also to share my story like this. It shows that our company cares about our colleagues, creates opportunities and really supports our colleagues, including myself, to grow and have a meaningful career.

What are you most proud of achieving during your time here so far?

All the leaders (Store Managers/Deputy Managers) I have worked with told me that I am great at what I do, I am competent, knowledgeable and honest. The way people see me and praise me as their peer or their leader is the most proud achievement I have earned during my time in the company.

What's the best advice you've ever received?

It's the advice I received from Jordan Thompson - my Store Manager: I need to step out of my comfort zone and be comfortable with the uncomfortable, have the mindset of "I Can" rather than build the reasons of "I Can't".